Five Diamond Hospitality Service Experience Audits

Five Diamond Hospitality Service Experience Audits

With a passion for creating memorable guest service, we created a customized program that is guaranteed to increase your guest service scores.  Five Diamond Hospitality scores service standards and pinpoints every area of opportunity your hotel has to make long-lasting guest impressions.  We provide you with the most effective customer service training tool available.  Five Diamond Hospitality’s mystery shopping programs also include a thorough review of your property’s internal controls.

We serve nearly every major brand such as Ritz-Carlton, St. Regis, Renaissance, Marriott, Hilton, Hyatt, Westin, Radisson, Holiday Inn, and Wyndham, as well as independent hotels.  Whether your hotel is a 1 Diamond or a 5 Diamond, we have a program for you.  Our services range from individual outlets to complete, overnight visits.

Five Diamond Mystery Shopping is the ultimate training and measurement tool.  Our analysts have the hospitality experience you need to give you results that you can count on.  Our reporting is simple to understand and easy to use as a cornerstone for your guest service program.  Click on the Mystery Shopping tab for more information about our services.

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Don’t miss these new additions to our website:

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Our new online training guide to Getting Your Beverage Cost Under Budget

Our new training videos on Better Breakfast Buffet Service

The Benefits of Mystery Shopping

Our new YouTube channel


Recent Posts

Hotel Management: Strong occupancy and higher ADR lead to lower guest satisfaction?

MarketMetrixWEB 300x129 Hotel Management:  Strong occupancy and higher ADR lead to lower guest satisfaction?Great post today from the higher the ADR and occupancy, the lower your guest satisfaction scores will be.  From the article:

Global customer satisfaction with hospitality experiences continued to decline during the fourth quarter of 2013, according to new data released by Market Metrix.  Customer satisfaction scores declined two tenths of a point in the Americas during the fourth quarter, and seven tenths of a point versus the same period a year ago. Scores also declined in Europe. Strengthening occupancy and higher prices during this period appear to be the likely reasons.

We easily spotted this trend starting in about 2008.  As soon as the economy struggled and hotel rates plummeted, guest satisfaction shot right up.  Many of the numbers reported by JD Power were record highs.  It turns out that people love a great deal.  From the article:

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