LQA - Leading Quality Assurance

Download Files:
To assist in the distribution and communication of the audit results, in the Download Files section of the website our clients are able to download their current and past reports (up to six past reports can be archived) in PDF format. Alternatively, if they are looking for a blank set of standards, these too can be downloaded.

Benchmarking Analysis:
As Leading Quality Assurance works with over 600 clients in 80 different countries, we have accumulated the most comprehensive benchmarking data in the luxury hospitality industry. In the Benchmarking Analysis section of the website our clients are able to compare their audit results against other hotels/spas on a worldwide, regional, country and city specific basis. In addition, the client’s hotel/spa will be ranked against the chosen competitive set in terms of their overall score. This data is available in both numerical and graphical format.

Trend Analysis:
Monitoring and tracking results is a necessity for any organization to improve. In the Trend Analysis section of the website our clients are able to track their hotel/spa’s historical performance by department. This data is available in both numerical and graphical format.

Group Trend Analysis:
Delivering consistent service is a key requirement for any successful brand. In the Group Trend Analysis section of the website our group clients are able to track each hotel/spa within their brand on a departmental basis. The group trend analysis assists our clients in identifying where the brand strengths lie as well as where improvements are needed. In addition, each individual hotel/spa’s scores are compared against the brand average.

Upfront! Training Philosophy:

• The courses are aimed at all levels of staff.
• The courses are based on international best practices.
• The courses are designed around our client’s specific needs based on real data.
• The courses engage the delegates in an active and motivating learning experience.

Upfront! Courses:

• Guest Care (44KB - PDF)
• Front Office Skills (43KB - PDF)
• Reservation Skills (47KB - PDF)
• Housekeeping Skills (45KB - PDF)
• Food & Beverage Skills (42KB - PDF)
• Food & Beverage Sales Skills (46KB - PDF)

Upfront! Methodology:
A variety of training techniques are used within the courses including group work, role-plays, videos, hands on activities and games, all of which are linked to the course material. The atmosphere is relaxed and conducive to learning. Workbooks are issued at the start of the day with additional handouts distributed during the course.

Upfront! Course Follow Up:
All delegates will be given post course projects to be monitored by their immediate supervisor. Upon successful completion of the project each employee will be awarded a certificate.

If you are interested in booking some training please e-mail us.

Sales Person vs. Order Taker:
The specific standards that are consistently not being met are those that deal with salesmanship. Majority of the times that we place our bookings, we are automatically offered the cheapest room category and sometimes the applicable rate is not quoted. The reality is that the guest will probably be unfamiliar with the various room categories and the employee will need to talk them through the range of rooms, explain the differences between the room types and advise the rates. Therefore, we are looking for the full range of rooms, their differences and their rates.

Contact Details:
The more details taken at the time of the reservation, the less that will be required at check in and a speedy check in will enhance the customer experience. Full client details also benefit the sales team who can then use this data for future sales promotions. Therefore, we are looking for name, company, address, telephone number and fax/e-mail address.

Added Extras:
A good reservation experience, puts the hotel in an advantageous position, prior to the guest even entering the hotel. Clarifying the guest’s expected time of arrival and smoking preference, offering airport pick up and advising the check in time, are all nice added extras. Moreover, it is important to personalize the call by using the caller’s name during the interaction and the employee offering his/her name at the end of the call for any further assistance required.

Confirming Details:
Finally to avoid any mistakes a good practice is to repeat all of the details at the end of the call for clarification. A written confirmation for a direct booking is a nice added touch and failing this a booking reference number/name will make the guest feel comfortable.

Put these simple practices into your reservation’s department and score + 80% in reservations at your next Leading Quality Assurance audit!