We can help you to:
- Upskilling and Reskilling of the Current Team
- Pre- and Onboarding of New Staff
- Digitizing Your SOP Manuals and HRD Workflows
- Cross-Training Team Members
- Staff Performance Appraisals
- HRD Workflow Optimization
Get professional help with your Guest Experience Audit. Give us a call now. Don’t let your business suffer when you can have industry experts to customize your guest experience program and enhance your customer services, in any layer, at every level.
Guest Experience Audit
The ultimate goal of hospitality is to provide an excellent guest experience. But how can you accurately gauge guest satisfaction?
With our Guest Experience Audit, we assure you that you can improve your operations and services. Our Expert Mystery Shoppers and Auditors will analyze every level of service your establishment offers. You should know what is hurting your business, where you can improve, and where to revamp.
You need guests, and they expect excellent service. Therefore, you must ensure that your entire hospitality team has the correct soft and hard skills training to meet guest expectations and deliver consistent, high-quality, and exceptional guest experience.
Work with a team of experts. With Kingsmen Guest Experience Audit, you will clearly understand your current guest experience score and know what to do.
Audit
Our Audit Check
Kingsmen performs anonymous, on-site audits to review, rate, and rank the performance of every section, from Guest Services to Rooms, Food and Beverage, Housekeeping, Engineering, and Internal Controls. You want to know what happens in each section, whether they are under-performing, bypassing protocols, or working as a team.
We will help you devise easy-to-follow management techniques and follow-up training. We can plan methods to improve staff accountability. Our auditors will review basic service standards, hotel brand standards, and selling standards, which are critical in providing the kind of service your guests expect.
Don’t let small problems turn into bigger ones. Call Kingsmen now.
Guest Experience
How Our Guest Experience Audit Program Works
We divide every aspect of your service experience program into measurable criteria. For example, we look at a breakfast buffet not only as a food spread served with a friendly smile. Instead, we look into more than 20 individual standards, such as proper and polite greetings, good service, selling and upselling.
We devise score sheets from every area of your establishment and provide you with the information you need for team accountability. We will give you assessment score sheets and in-depth analysis and recommend training programs to help your team upgrade their performance. Our training programs aim to improve you team’s services and make your business prosper while your guests reward you with their trust and continued patronage.
Customized Audit
Customized Audit Program
Every hospitality establishment is different. Therefore, each one has different service standards and goals. Thus, we customize our Guest Experience Audit program to fit your specific policies and brand standards.
We aim to build an optimal guest experience audit program incorporating your policies and objectives. Our Guest Experience Audits are available for all types of restaurants, hotels, bars, and other hospitality establishments.
Conduct Audit
How We Conduct our Audit
- Anonymous on-site assessment by your ideal guest "Mystery Shopper" and expert Auditor.
- Evaluate up to 300 touchpoints, including specific property and brand standards.
- Review actionable insights on soft skills training that will improve your overall Guest Experience.
- Create in-depth and easy-to-understand reporting providing scores and graphs.
- Compare scores among other departments and outlets.
- Provide access to your online dashboard to download your latest report.
testimonial
what clients say
We first used Kingsmen during the pre-opening of Sorn, supporting us on our journey to our first Michelin Star and placing us in San Pellegrino Asia’s 50 Best Restaurants list. Since this success, we have consistently used Kingsmen to train our team
Supaksorn “Ice” Jongsiri
We used Kingsmen for Front Office training and have not been disappointed since they have come in. They are very hands-on and use a lot of role play in their training, making it fun and effective for our team.
Alexander Schillinger
Kingsmen helped us with our pre-opening and training of our whole team. They have been a great asset for us and helped us evaluate each team member we have. I would not hesitate to highly recommend their services to anyone looking to improve their service levels.
Jutamas “Som” Theantae
faq
Frequently Asked Questions
Audits are very important tools that will allow you to know what are the qualities and the weaknesses of your establishment. Our wining auditing formula is very global and detailed. Audits are covering up to 300 touchpoints split in 13 sectors.
Concerning hotels, all your departments will be audited with up to 600 touchpoints, ranging from the Front Office to Housekeeping, Spa & Recreation, and of course all your Food and Beverages outlets.Our audits will give you a very clear and measurable summary with both qualitative and quantitative data on how you are performing, including a Guest Experience Score and a Guest Emotional Feeling Score
The Guest Experience Score – or GXS, is a score developed by Kingsmen Hospitality Services to gauge the quality and the standard of your establishment, based on your customized Guest Experience journey.
Depending on the type of establishment you are in, Kingsmen Hospitality Services would recommend the following when it comes to the auditing frequency:
- Quick Service restaurants: Every 3 months
- Bars: Every 3 months
- Casual Restaurants: Every 3 months
- Fine Dining Restaurants: Every 6 months
- Hotels: Every 6 months
Depending on the type of establishment you are in, Restaurant audits will take between 30 minutes for Quick Service Restaurants (QSR) to a maximum for 4 hours for fine dining restaurants. Concerning Hotels, the length of the audit will be 48 hours, including 2 nights.
All our audits are performed by “Mystery Shoppers” with extensive experience in Hospitality. For casual and fine dining audits, audits will also be performed by an additional auditor which represent your establishment target-audience.
consultation
Book a consultation
We make your business our business. We make your hospitality services our primary concern. Enhancing your guests’ service experience is our goal.
Let us show you how we work, how we can help improve your entire team’s performance and upgrade your services with timely and on-point training programs developed by experts in the field to meet hospitality services standards based on our customized audits.
Book a free demo now! It’s easy. Just fill out the request form on this page and click send. You can also send us a message or give us a call if you want further information about Kingsmen Hospitality Services.