TRUE 5 STARS — ADVISORY
PERSONALISING THE HOTEL TO THE GUEST, RATHER THAN STANDARDIZING THE GUEST TO THE HOTEL.
Focusing on enhancing and refining guest engagement and service quality, TRUE 5 STARS — QUALITY ASSURANCE and TRAINING are tailored for those prepared to break away from the industry's conventional one-size-fits-all approach, aiming to genuinely stand out. Improving QUALITY will naturally lead to higher profitability. TRUE 5 STARS takes a unique approach to Quality Control with a free-flowing audit for local management eyes that does not focus on ticking boxes and mechanical scorecards but engaging with employees and teasing out each property’s essence and how to leverage that. We provide a summary of the key strengths and weaknesses and then tailored training so that when your next LQA/Forbes audit is done, you will breeze through. Because we understand emotions, how they work, and their importance to the guest experience, we provide complimentary training to unlock the power of EQ, with employees managing guests’ emotions so as to raise their mood—rather than requiring employees respond with enforced cheerfulness that often misses the boat. An angry guest, for instance, is a problem in emotions more than service recovery, and is easy to resolve once your staff know how.
