TrueGuest Service Experience Audits

TrueGuest Service Experience Audits

With a passion for creating memorable guest service, we created a customized program that is guaranteed to increase your guest service scores. TrueGuest scores service standards and pinpoints every area of opportunity your hotel has to make long-lasting guest impressions.  We provide you with the most effective customer service training tool available. TrueGuest’s mystery shopping programs also include a thorough review of your property’s internal controls.

We serve nearly every major brand such as Ritz-Carlton, St. Regis, Renaissance, Marriott, Hilton, Hyatt, Westin, Radisson, Holiday Inn, and Wyndham, as well as independent hotels.  Whether your hotel is a 1 Diamond or a 5 Diamond, we have a program for you.  Our services range from individual outlets to complete, overnight visits.

TrueGuest is the ultimate training and measurement tool.  Our analysts have the hospitality experience you need to give you results that you can count on.  Our reporting is simple to understand and easy to use as a cornerstone for your guest service program.  Click on the Mystery Shopping tab for more information about our services.

Don’t miss these new additions to our website:

Our new online training guide to Getting Your Beverage Cost Under Budget

Our new training videos on Better Breakfast Buffet Service

The Benefits of Mystery Shopping

Our new YouTube channel

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Recent Posts

AAA Adds 7 Hotels to Exclusive Five Diamond List for 2017

AAA has published their new list of approved Five Diamond Hotels for 2017.  After years of shrinking the list, AAA has finally increased the total 5 Diamond hotel list to 120 hotels.  The new hotels added are the following:

  • THE MODERN – NEW YORK CITY
  • FOUR SEASONS RESORT LANA’I – LANAI CITY, HAWAII
  • THE ST. REGIS NEW YORK – NEW YORK CITY
  • SPICE ISLAND BEACH RESORT – ST. GEORGE’S, GRENADA
  • FOUR SEASONS HOTEL MEXICO D.F. – MEXICO CITY
  • DORADO BEACH, A RITZ-CARLTON RESERVE – DORADO, PUERTO RICO
  • THE JEFFERSON HOTEL – RICHMOND, VIRGINIA

Congratulations to the new award-winning hotels and restaurants!  From the AAA press release:

“Five Diamond establishments represent the upper echelon of hospitality, redefining personalized service, using creativity to enhance guest comfort and providing memorable experiences,” said Michael Petrone, director, AAA Inspections and Diamond Ratings. “Attaining the Five Diamond Rating is an impressive accomplishment and is a point of great pride for these top hotels and restaurants.”

Also of note among the new additions to the list is the first Five Diamond Rated property in Grenada, Spice Island Beach Resort. The Broadmoor in Colorado Springs remains the only hotel that has maintained the Five Diamond Rating for 41 consecutive years – since 1976 when AAA first introduced the Diamond Ratings for accommodations. The Inn at Little Washington Dining Room in Virginia remains the longest tenured Five Diamond restaurant, the only one to maintain the coveted status for 29 consecutive years, since 1988.

“These leading edge properties are well-positioned to meet the needs of discerning travelers. Their noted attributes include contemporary design trends and the highest quality food and amenities. Personalized, attentive service is foremost, delivered in ways that offer guests inspiring and memorable local experiences,” said Petrone.

Candidates for the Five Diamond Rating undergo multiple unannounced evaluations and a final decision by a panel of experts. Using guidelines weighted by member priorities, inspectors meticulously evaluate guest services and physical attributes to assess the level of competence, refinement and hospitality and assign a corresponding rating of One to Five Diamonds.

For more information about Diamond Ratings and the complete lists of Four and Five Diamond hotels and restaurants, visit AAA.com/DiamondAwards.

Currently, only .3% of all AAA-rated hotels achieved the Five Diamond Rating.  AAA rated 59,000 hotels for 2017.

Here is the full list of 2017 AAA Five Diamond Rated Hotels: Continue reading

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