quality assurance
Renie Cavallari Wins Silver Lifetime Achievement Stevie® Award for Women in Business
Aspire | October 6, 2020
Renie Cavallari, Founder and CEO of Aspire, honored internationally for a Stevie 15 consecutive years "Outrageous! A Dynamo! A Change Innovator!" These are some ways people refer to Aspire and The RCI Institute's Founder & Chief Instigator, Renie Cavallari, who has brought imaginative, innovative, & productive change to the international business community. This is what has led Renie and Aspire, a global sales training, strategic consulting, and leadership development firm, to their 15th consecutive Stevie® Award. This year an extraordinary honor. In celebration of their 25th anniversary, Renie has been recognized for Lifetime ...
Does Quality Assurance, as We Know It, Have a Future?
Jochen Ehrhardt | October 6, 2020
By Jochen Ehrhardt Hotel group revenues are down by as much as 90% across the boards for the second quarter of 2020. The third quarter isn't looking much better, with many hotels only re-opening in the fourth quarter. The global demand-reduced crisis is here to stay and any recovery to 2019 levels is expected to take years, not months. As a result, hotels are forced to cut costs wherever possible: Anything that is not considered an essential part of the core business is put to the test. Quality Assurance falls into this category, raising the question whether traditional Quality Assurance hasn't been an anachronism for some time anywa...
Is Benchmarking Really the Holy Grail of Quality Assurance in Hospitality?
Jochen Ehrhardt | December 18, 2019
By Jochen Ehrhardt Benchmarking, according to Wikipedia, “Is the practice of comparing business processes and performance metrics to industry bests and best practices from other companies. Dimensions typically measured are quality, time, and cost.” This begs the question, "What are companies using benchmarking for?" According to Bain & Company, benchmarking is used to: “Improve performance.Benchmarking identifies methods of improving operational efficiency and product design; Understand relative cost position.Benchmarking reveals a company’s relative cost position and identifies opportunities for improvement; Gai...
Auditing the Auditors: What Happens When Quality Assurance Morphs Into PR & Marketing?
Steven Ferry | December 2, 2019
By Steven Ferry, Chairman, International Institute of Modern Butlers If Quality Assurance had not been taken over by such interests, it would be focused on operational audits and follow-up actions that result in improved service and thus influenced guest perception based on real-world intentions and actions. This hijacking of QA could explain some very real problems that hoteliers are facing today in their operations and even with guest perceptions.... Did you hear about the case of the incredible disappearing hotel manager? No? Well, this is not so much a joke or a detective story as the beginnings of an obituary for the old-t...
Auditing the Auditors: A Quality Assurance Program for the 21st Century
Steven Ferry | November 27, 2019
Part III of IV By Steven Ferry, Chairman, International Institute of Modern Butlers In the first two articles in this series, we looked at how independent Quality Assurance programs have fallen into a conventional wisdom and modus operandi that is out of touch with their clients' and their guests' needs and then examined the challenges and relevance of QA in helping their client's assess their performance in a world increasingly guided by the megaphone of social-media reviews. In this third and last article, we look at what an ideal QA program would look like, in the hope that third-party QA companies, and/or internal QA programs are...
In Search of Performance Perfection
Larry Mogelonsky | July 24, 2019
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Can a hotel ever truly achieve flawless performance? And, if so, how would one measure this accomplishment? These questions were on my mind when I was invited as a guest for a quality assurance meeting held at the Boston Harbor Hotel (BHH) in mid-March. The purpose of this meeting is simple – to examine every aspect of the property’s product and service offering in pursuit of perfection. Being a Forbes Travel Guide five-star property borders on impossible. Think for a moment about your own hotel with hundreds of check-ins and check-outs daily, housekeeping, dining, pool, spa,...
Coyle Hospitality Group Reaches Milestone, Provides Mystery Shopping to Its 1000th Independent Restaurant
Coyle Hospitality Group | July 1, 2019
July 1, 2019, NYC – Coyle Hospitality Group, the world’s leading provider of customer experience consulting, quality assurance and mystery shopping, has been contracted for services by its 1000th independent restaurant. The milestone achievement comes after 23 years of consulting with restaurants located around the world and spanning all types of eateries, from fast-casual to fine dining, and from single location to multi-unit, multi-national operations. Coyle’s panel of independent restaurant mystery shoppers are professionals who measure performance and provide detailed, step-by-step narratives and photos of their dining experience...
Nobu Hospitality Selects Coyle Hospitality to Launch Quality Assurance Program
Coyle Hospitality Group | February 26, 2019
February 26, 2019, NYC – Coyle Hospitality Group, the leading provider of customer experience consulting, quality assurance (QA) and mystery shopping, has been chosen by Nobu Hospitality to conduct ongoing evaluations of their hotels worldwide. Through on-site evaluations, Coyle will measure brand compliance and quality at Nobu Hotels. Drawing from its global network of 35,000 independent professional evaluators, Coyle will analyze the guest experience at Nobu Hotels around the world. "Nobu Hotels are synonymous with instinctive design, fine ingredients, a powerful energy and a passion for service," explained Tim Theofanou, Direct...
