Guest Check, An Overview

Evaluating service…..through the eyes of your guests

Copyright

© 2012 Guest Check Inc. All Rights Reserved.

All concepts, ideas and information submitted to you herein are, unless otherwise stated, the property of Guest Check Inc. They are strictly confidential and are submitted to you with the understanding that all content is to be considered by you in the strictest confidence. Reproduction or retransmission of the materials, in whole or in part, in any manner without prior written consent of Guest Check Inc. is a violation of copyright law.

Overview

Guest Check is a one-of-a-kind performance, research, and consultancy firm with a strong focus on the frontline guest service experience. Founded in August 2003, Guest Check’s principal objective is to partner with companies to improve the frontline service in order to foster remarkable guest experiences.

What drives us? Our passion and vision:To ensure remarkable guest service.

Guest Check Inc.

Peter Drucker is noted for saying:“If you can’t measure it, you can’t manage it ...”

Frontline staff and it’s managers are occupied by the daily operational challenges of hotel and/or restaurant. It is essential to have processes in place to ensure that (based on accurate reporting) relevant actions are implemented by those who impact performance and experiences. In the hospitality marketplace of today, these actions need to happen without delay.

However, you still need to manage the un-measureable!"Not everything that counts can be counted, and not everything that can be counted counts." - quote hanging on the wall in the office of Albert Einstein

Guest Check Services Actionable, on and off-site inspection reports covering:

Single or multi-night comprehensive hotel stay Sales call process Reservation call experience Golf/Spa experience AAA-Diamond Compliance Audits Comprehensive stand alone restaurant and/or bar Bar/buffet/retail integrity

Report format can be either our unique, one-of-a-kind, cornerstone product consisting of detailed narrative and scoring, or a web-based, checklist style reporting platform offering robust technological features. Guest Check utilizes world renowned, hospitality specific 3rd party follow up and training initiatives for frontline staff and management alike Full coverage in all of North America and the Caribbean with an extensive inspector database

1. Indifferent and unengaged staff with high turnover

2. Inconsistent or poor (service) performance at critical guest touch points

3. Limited insight and tools to manage frontline performance

4. No brand unity; staff is not functioning as a brand ambassador

5. Low conversion rates; low average transaction values, low sales

6. Low customer loyalty; and an even lower customer delight

Common Challenges

Solutions

• Onsite inspections; obtain insight & continuous constructive feedback from all stakeholders

• Partnering with an exceptional coaching and training entity; ensure data is understood, action plans are created and improvements are made

• Incentives and Communication from top management; motivate staff to change behavior and to make the required improvements

Results

• Improved & consistent service delivery• More motivated & loyal staff; brand ambassadors• Clear insight & focus on what to improve (and how)• Higher financial performances • More loyal & delighted customers

Portfolio, past & presentGuest Check proudly works exclusively in the hospitality Industry.

Guest Check QualityOne project teamA dedicated core team of business managers is assembled that has direct accountability and is ultimately

responsible for all aspects of the program. They are assisted by schedulers, editors, and of course, inspection teams to get the job done. You will always have at least one primary point of contact to address any facet of the program.

Hand-picked inspection teams Inspector selection, training, scheduling, data collection, reviewing, finalizing, quality control & reporting is all

managed with direct, hands-on personal care, just as you would handle your own staff and guests. Automation is only used to physically compile and distribute the end-product, because the “content is king!” Automation is used where it makes good business sense, without shorting or cutting the critical feedback you’re looking for.

Inspector SelectionInspectors are carefully selected according to the agreed upon demographic. They must match the client's actual

customer profile. They are screened in detail. Guest Check has full details and a track record on every inspector, grading their performance and ensuring they can be successful in their own right. All inspectors sign a confidentiality, quality and safety agreement.

ContactDerek Wood, President and Founder(303) 995-8947 directSkype: dswood1Derek.wood@theguestcheck.com

On the web at: www.theguestcheck.com