"Look up and not down;
look forward and not back; look out and not in; and
lend a hand."

E. E. Hale

Hotel Service and Operational Reviews

Monarch specializes in conducting comprehensive reviews of hotels, restaurants and spas. In either a 2-day or 4-day process we will evaluate the overall guest service provided, asset quality, competitive set advantages and the operating systems of each department. Our expert consultants will pinpoint areas of opportunity by first conducting a 24 hour anonymous shop starting with the reservation process through to checkout. In addition, there will be detailed property tours, management interviews, competitive set inspections and the thorough analysis of data such as income statements, STAR Reports, web optimization, service reviews, guest comments, etc.

Depending on the complexity of the hotel, number of outlets and the time allotted, we also recommend and will provide additional analysis of the sales performance by studying the booking pace, Hoteligence rankings, deployment of sales staff and market penetration. Employee productivity and morale is also critically important to long-term success. Our experienced consultants will evaluate and make recommendations on Team Member satisfaction through recent surveys, retention statistics, recruitment efforts and HR file audits.

Within 72 hours of completing the Review you will receive a comprehensive report, written in clear language, outlining the successes and the opportunities of each department. Sections will be divided into 4 general areas: Overview, Sales & Revenue Generation, Service & Guest Satisfaction and Systems & Controls. Each section will include recommendations and thought provoking questions in order to encourage dialogue between you, the management team and Monarch.

At that point we will have the opportunity to ‘Partner' together to set timelines, form committees and immediately implement improvements. It's an exciting time!

Please review our entire menu of services and feel free to contact us for more information or to schedule a consultation. Allow Monarch to tailor a Service and Operational Review to address your specific needs.