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

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Recent Posts

JD Power: Hotel Satisfaction Reaches Record High

According to the newest JD Power rankings, hotel guest satisfaction has reached its highest level since 2006.  From the article:

The study, now in its 18th year, measures overall guest satisfaction across eight hotel segments: luxury; upper upscale; upscale; midscale full service; midscale; economy/budget; upper extended stay; and extended stay. Seven key factors are examined in each segment to determine overall satisfaction: reservation; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and cost and fees.

Overall satisfaction in 2014 averages 784 points on a 1000-point scale, up 27 points from 2012, with significant improvement in all segments except upper extended stay and extended stay, where satisfaction remains stable. The midscale segment posts the largest year-over-year improvement, increasing by 10 points to 801, which is the first time satisfaction in the segment has surpassed 800 points.

According to JD Power, here are the brands that scored the highest in each category:1 Luxury 225x300 JD Power:  Hotel Satisfaction Reaches Record High

  • Luxury: Four Seasons Hotels and Resorts
  • Upper Upscale: Kimpton Hotels (for a second consecutive year)
  • Upscale: Hilton Garden Inn
  • Midscale Full Service: Holiday Inn (for a fourth consecutive year)
  • Midscale: Drury Hotels (for a ninth consecutive year)
  • Economy/Budget: Microtel Inn & Suites by Wyndham (for a second consecutive year)
  • Upper Extended Stay: Homewood Suites by Hilton (for a second consecutive year)
  • Extended Stay: Candlewood Suites

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