Quality Assurance
The quality assurance division at F&G Hospitality Consulting offers 3 distinctly different quality assurance services.
Operational Analysis Quality Assurance Visits
Our full time consultants visit the property anonymously, and prepare the most in depth analysis of the property. As over 750 of our clients can attest, no other service is as effective as F&G Hospitality Consulting at uncovering service, product and integrity issues. F&G Hospitality Consulting’s client list continues to grow rapidly because our service is proven to improve your guest comment card scores, increase sales in rack rates and food and beverage outlets, increase your percentage of repeat guests, and help reduce costs by better detecting theft than any other company performing a similar service. F&G Hospitality Consulting has helped raise more clients to Star and Diamond status than any other company offering similar services. In addition, our average uncovering of theft in Room Service is 34%, Bars and Lounges 39%, and buffets and brunches 41%, as well as front desk operations, golf & tennis operations, spas, valets and concierge.
One daily dissatisfied guest costs your hotel $80,000 in annual revenue. One bartender stealing 1 drink per shift costs your hotel $2,000 annually.
Group Sales Analysis Report
At F&G, our report focuses on how your sales staff performance compared to that of your competitors’ sales staff. We conclude whose performance would have obtained the business and why. The report also includes where your strengths and weaknesses in the process lay so the potential revenue will not be lost in the future. We comment on the proposal and literature obtained from your competition, including the price quoted as compared to yours, an in depth review and comparison of their presentation materials, their menu pricing and variety and miscellaneous information and proposal letters. Our clients, including Marriott, Hilton, Four Seasons, Renaissance and Ritz-Carlton Hotels currently use the report information to develop plans to improve their sales department’s closing ratios and bookings, to increase hotel occupancy percentages, and to keep an eye on their competition and improve their promotional materials.
The impact of losing one group’s business to a competitor because of the poor sales staff performance can range from $5,000 to $150,000 in lost room revenue and food and beverage sales.
Reservations Monitoring and Analysis Program
With this program, we monitor the effectiveness of your reservation staff in processing reservations that come to your hotel’s reservation department. We randomly make reservations on different days and at different times of the day. The reservation agents’ performance is audio recorded and the reservations process is evaluated, analyzed for strengths and weaknesses and furnished in a report. In addition, you will receive a report on what two of your competitors in the local market were quoting as their room rate on the same date the reservation was made. Our clients currently using this service have improved their occupancy percentages, increased the number of suites and higher priced room upgrades sold, increased the number of packages sold, and increased outlet and hotel incidental sales.
Only 1 reservation lost to a competitor per day, due to poor performance, costs your hotel an estimated $50,000 annually.