Hospitality Service Performance Auditing

Backbenchers International offers a comprehensive service performance audit solution for the hospitality industry, helping you to improve guest experience and brand reputation.

Post auditing, a Comprehensive Audit Report will be provided to allow the hotel and F&B management to view their establishment’s grading in different business areas. The business areas consist of a non-exhaustive list, for example, general hotel/restaurant environment, arrival & departure, rooms, departmental service, housekeeping, and F&B quality.

The questions answered by on-site customers is rated using a 5-point rating scale. These questions then undergo a scoring system that computes to translate the 5-point rating scale to its respective audit scoring scale. Each business area has its own base and full audit score.

Trending analysis will be implemented on the audit scores and will be compared against the trend of similar hotels or F&B establishments nearby. All this information will be visualized by numbers and charts which allows the hotel management to easily view the important facts. The report also highlights the areas that need improvement and subsequently suggests the possible measures taken by hotels with similar issues.