Pre-inspection interview
Caliluna Consulting will meet with you to gather information about your business. This will enable us to address the areas of concern and the aspects of your business you would like reviewed.

 

Inspection
Everything from the valet to the concierge will be evaluated from the customer’s point of view including any specific areas noted during the interview. Caliluna Consulting will experience each available amenity from how the front desk treats a guest at check-in to how the maid service cleans the room.

 

Report

A detailed report with individual amenity assessments will be prepared for your hotel. It will outline the entire experience, complete with customer interviews and moment by moment occurrences during the visit. This report will offer recommendations on how your staff can better serve your customers, improve your customer service and compete in the always changing industry.

 

Presentation
A post inspection presentation will be done with the client and any members of the staff who would benefit from our findings. This meeting provides an opportunity to expand on the report by answering questions and discussing ways to implement the recommendations.

 

Follow up

Future inspections are offered to our existing clientele, whether to evaluate the value and potential of new directions within the hotel or to monitor performance improvement. Caliluna Consulting will continue to work with you to refine your customer service skills which will thereby improve the overall customer experience