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Before you call anyone

How would your property score?

Twenty questions, drawn from the same method we use on a real visit. Ten minutes, no email required to see your result. It will not tell you what a guest felt on Tuesday, but it will tell you where to look.

0 of 20 answered

Logistics

  1. 01A booking made online is confirmed within the hour, in a note that reads as if a person wrote it.

  2. 02On your busiest night, the table or room is ready at the confirmed time, without exception.

  3. 03A stated preference (an allergy, a seat, a pillow) travels from the booking to the person serving without being repeated.

  4. 04The bill or folio is correct the first time, every time.

  5. 05Someone follows up personally within forty-eight hours of a visit.

Understanding

  1. 01On any given night, your team can name the occasion at half the tables or arrivals.

  2. 02Returning guests are recognised by name before they say it.

  3. 03Your staff can read a table that wants to be left alone, and leave it alone.

  4. 04A guest who needs guidance (the wine list, the spa menu) gets it without having to ask.

  5. 05The people on your floor tonight know who your ten most valuable guests are.

eXecution

  1. 01Pacing between courses or arrival steps is measured, not felt.

  2. 02A bottle above a set price is always presented by someone trained to present it.

  3. 03A manager is visibly on the floor during the busiest ninety minutes.

  4. 04The pairing, the upgrade or the late checkout is offered at every appropriate moment, by design rather than by mood.

  5. 05Your written standard exists, is current, and the newest hire has read it.

Emotion

  1. 01Guests leave with one moment they will tell someone about.

  2. 02When something goes wrong, the recovery is personal rather than procedural.

  3. 03The farewell is as considered as the welcome.

  4. 04Nobody on your floor tonight is out of their depth with your clientele.

  5. 05If you sat in your own room unannounced on a Tuesday in February, you would be proud of what you received.

Answer all twenty to see your score. No email required.