Especially in five star hotels where "small details make the difference", clear and effective operating procedures along with attainable quality standards are the key factors leading to Guest Satisfaction and thus business growth and profitability.

However, quality can be a vague notion when it comes to the emotional experiences that guests receive in a five star hotel, simply because such experiences cannot be easily recorded and quantified. 

Our experience in managing top-end, high quality properties can provide the hotelier with assistance in the following vital issues:

• Job Descriptions for managers and employees
• Formulation of operating procedures and quality standards for all hotel departments and positions and creation of a tailor-made “Quality Service Manual”
• Construction of a “Quality Monitor Model” to ensure that the quality performance of the employees in all departments is regularly recorded, measured and evaluated
• Mystery Inspections and quality appraisals