Standards and Quality Audits

SDK Consulting offer a range of services to enable you to keep a close eye on the quality and service delivered through all departments within your property from a full Overnight Guest Experience to a coffee in the lounge, recorded Test Calls and Guest Comment Cards Analysis

Without a product worthy of your guests’ expectations, you could be doing more harm than good. With trends in social media, review sites and the fickle expectations of your customers, word spreads quickly if you are not offering value for money. It is essential to constantly monitor your quality, standards and listen to what your guests’ are telling you.

Here at SDK, we only use experienced industry professionals from senior levels for our mystery shopping programmes. We ensure all of our inspectors the necessary knowledge and experience in both front and back of house operations, together with best business practice from a service and revenue perspective, enabling them to make recommendations suitable to each individual property. Many of our inspectors hold a Personal Liquor Licence in accordance with the Licensing Act 2003.

SDK offer a comprehensive range of services to closely monitor quality and service delivered through all departments. We are pleased to also offer Test Purchasing to a broad spectrum of services including retail, banking & financial institutions, airlines, rail & bus, media & advertising. If you would like to talk to us and find out what we might be able to do for you, please do get in touch.

Guest Experience Audits:

Emphasis is placed on much more than just your own brand standards, in particular on ‘Hidden Dissatisfiers’. Many other mystery guest audits overlook the little things that make or break a good stay. Toiletries of some form in the bathroom are standard in almost all hotels, get those in place and that’s a tick for the room attendant. However, if the quality of these products is below your guests expectations, then that can really mar the whole experience and most mystery guest reports fail to mention these essentials. Throughout an entire Guest Experience, these are the areas SDK Consulting really focus on, as well as checking and reporting on your own brand and company standards. Most guests do not care if the room service phone is answered in 3 rings or 5 rings, just as long as it is answered by a person who can help and deal with their questions, explain the menu and take their order efficiently and correctly.

  • Full Overnight Stay.
  • Day Visits For Dining or Other Services.
  • Demographic Profiles – Single Business Traveller, Lone Female, Families, Weekenders etc.
  • Download a Sample Mystery Guest Report.

Recorded test calls:

  • Front and Back of House.
  • Call Frequency From Weekly To Monthly.
  • Full Written Report With Recording.
  • Download a Sample Test Call Report.

Comment card analysis:

  • Scores Compiled and Presented In a Monthly and Cumulative Graph Showing Underperforming Areas.
  • Compile a Database of All Guests Who Submit a Comment Card.
  • Write To These Guests Directly or Supply The Database To The Hotel To Acknowledge Their Feedback.
  • Highlight Any Additional Written Comments In The Monthly Report.
  • Alert The Hotel To Any Serious Comments or Complaints Immediately.
  • Download a Sample Comment Card Analysis.

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Contact Us

SDK Consulting Ltd
Unit C7
Spectrum Business Centre
Antony’s Way
Kent, ME2 4NP
UK

 +44 (0)20 8050 9874

 enquiries@sdkconsulting.co.uk

 jonsiberry-sdkconsulting

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Contact us

​SDK Consulting Ltd
Unit C7
Spectrum Business Centre
Antony’s Way
Kent, ME2 4NP
UK

 +44 (0)20 8050 9874

 enquiries@sdkconsulting.co.uk

 jonsiberry-sdkconsulting

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