. . .“Over the last 16 years of managing and/or supervising major hotel properties, I have worked closely with Charles Tona and the team members of HMS Hotel Mystery Shoppers (formerly HOST) to improve our hotels’ service levels, assist in mid level management training, and help us to identify our opportunities toward quality consistency and individual staff performance. . .
The HMS Hotel Mystery Shoppers (formerly HOST) Quality Assurance programs were tailored to each individual property, they were extremely detailed, and they were exclusively designed to assist the management team to quickly make improvements. Subsequent; audits not only established improvements from the benchmark, but they also identified additional opportunities for improvement. Every single QA has resulted in overall property GSI improvements. . .
The Full Circle Service" Guest Services Seminar that HMS Hotel Mystery Shoppers (formerly HOST) developed for and conducted at the Westin Hilton Head was instrumental in our achieving dramatic improvements in both guest service levels and interdepartmental cooperation and communication. The program received "raves" from both the line and management staff!!! . . .
Charles Tona and his team at HMS Hotel Mystery Shoppers (formerly HOST) have truly become "Valuable Partners in Improvement" with all the GM and Management teams at my hotels.”
Kim Chappell
Former, Currently Retired, Sr. Vice President Operations
Westin Hotels & Resorts
The HMS Hotel Mystery Shoppers (formerly HOST) Quality Assurance programs were tailored to each individual property, they were extremely detailed, and they were exclusively designed to assist the management team to quickly make improvements. Subsequent; audits not only established improvements from the benchmark, but they also identified additional opportunities for improvement. Every single QA has resulted in overall property GSI improvements. . .
The Full Circle Service" Guest Services Seminar that HMS Hotel Mystery Shoppers (formerly HOST) developed for and conducted at the Westin Hilton Head was instrumental in our achieving dramatic improvements in both guest service levels and interdepartmental cooperation and communication. The program received "raves" from both the line and management staff!!! . . .
Charles Tona and his team at HMS Hotel Mystery Shoppers (formerly HOST) have truly become "Valuable Partners in Improvement" with all the GM and Management teams at my hotels.”
Kim Chappell
Former, Currently Retired, Sr. Vice President Operations
Westin Hotels & Resorts
Member CHTA
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a subsidiary of parent corporation, Hospitality Optimal Service Testing
10754 NW 26 Street, Sunrise Florida 33322
Phone: (954) 572-6086 Fax: (954) 572-6115 24-hr. Support (954) 325-5328
10754 NW 26 Street, Sunrise Florida 33322
Phone: (954) 572-6086 Fax: (954) 572-6115 24-hr. Support (954) 325-5328
