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


Recent Posts

Forbes Travel Guide Releases 2021 Five-Star Award Winners


Forbes has continued to inspect and add hotels to their last at a rapid speed.  They have added 15 new Five-Star hotels this year, despite the pandamic! There are now 283 Five Star Hotels, up from just 76 a few years ago!  From the press release:

The 63rd annual list features 283 Five-Star, 576 Four-Star and 438 Recommended hotels; 73 Five-Star, 136 Four-Star and 77 Recommended restaurants; and 90 Five-Star and 200 Four-Star spas worldwide. (The winners were surveyed both before the pandemic and once regional restrictions allowed FTG’s incognito evaluators to visit.)

To rate properties, Forbes Travel Guide inspectors stay at each hotel for three days and two nights, posing as regular guests and paying their own way. They test up to 900 objective, stringent standards, from modern-day luxuries—such as whether a room is set up to enhance sleep, and the food-and-beverage choices are health-conscious—to more traditional luxuries, like the quality of the interior décor and design of the staff’s uniforms.

Even in the midst of a global pandemic, service remains paramount. It’s more important than ever before that properties demonstrate the utmost regard for their guests’ wellbeing: 75% of a hotel’s rating is based on its service and genuine care and concern shown by the staff, while 25% is determined by the quality of its facilities.

There were 5 new cities in North America who welcomed their first Five-Star Hotel. They are:

  1. AAA Adds 1 Hotel to Exclusive Five Diamond List for 2021 Leave a reply
  2. AAA Adds 6 Hotels to Exclusive Five Diamond List for 2020 Leave a reply
  3. Forbes Travel Guide Releases 2020 Five-Star Award Winners Leave a reply
  4. AAA Adds 10 Hotels to Exclusive Five Diamond List for 2019 Leave a reply
  5. AAA Adds 7 Hotels to Exclusive Five Diamond List for 2017 Leave a reply
  6. Five Diamond Hospitality is now TrueGuest Leave a reply
  7. AAA Adds 6 Hotels to Exclusive Five Diamond List for 2016 Leave a reply
  8. Forbes Travel Guide Releases 2015 Star Award Winners Leave a reply
  9. AAA Adds 8 Hotels and 6 Restaurants to Exclusive Five Diamond List for 2015 Leave a reply