Hotel Performance Audit
Understand your hotel's performance before deciding what to change.
When results raise questions, the cause is not always pricing or sales. Product, service, operating processes, costs and management information may also need attention.
We assess the areas relevant to your situation, helping distinguish symptoms from underlying problems and set practical priorities.
Discuss your hotel →
We assess the areas relevant to your situation, helping distinguish symptoms from underlying problems and set practical priorities.
Discuss your hotel →
What we can review
Product and positioning
Target guests, rooms, facilities and services in their competitive environment. We assess whether the offer is coherent and matches what the property can deliver.
Service and guest experience
Guest feedback, service standards and the processes behind them. We consider whether issues are isolated or indicate a pattern requiring further investigation.
Organisation and operations
Responsibilities, coordination, procedures and management follow-through. The focus is how the operation functions, not blame directed at individuals.
Target guests, rooms, facilities and services in their competitive environment. We assess whether the offer is coherent and matches what the property can deliver.
Service and guest experience
Guest feedback, service standards and the processes behind them. We consider whether issues are isolated or indicate a pattern requiring further investigation.
Organisation and operations
Responsibilities, coordination, procedures and management follow-through. The focus is how the operation functions, not blame directed at individuals.
Commercial performance
Sales channels, customer segments and revenue management practices where relevant to the scope. Existing findings from our commercial audits are used rather than repeated.
Costs and resources
Available information on selected services, functions and costs. We examine their rationale and whether further analysis or changes are warranted, without automatically reviewing every expense or department.
Management information
Reports and plans used by owners and managers: what they explain, what remains unclear and what information is needed for the decisions under consideration.
Sales channels, customer segments and revenue management practices where relevant to the scope. Existing findings from our commercial audits are used rather than repeated.
Costs and resources
Available information on selected services, functions and costs. We examine their rationale and whether further analysis or changes are warranted, without automatically reviewing every expense or department.
Management information
Reports and plans used by owners and managers: what they explain, what remains unclear and what information is needed for the decisions under consideration.
Questions and findings
Questions the audit can address
- Does the offer match the guests the hotel wants to attract?
- Do recurring complaints suggest a wider service or operating problem?
- Are additional services justified by demand, cost and resources?
- Are responsibilities clear and actions followed through?
- Do reports provide enough information for decisions?
- Is a proposed change addressing the actual issue?
What you receive
- Conclusions on the questions included in the audit.
- Findings supported by available evidence.
- A distinction between confirmed issues, possible causes and matters needing investigation.
- Prioritised recommendations and the dependencies between actions.
- A discussion with the hotel's designated representatives.
A scope built around your questions
The audit does not automatically cover every part of the hotel.
We define the questions, areas, required information and deliverables before starting. Extensions are agreed separately, and incomplete records are reflected in the limits of the assessment.
We define the questions, areas, required information and deliverables before starting. Extensions are agreed separately, and incomplete records are reflected in the limits of the assessment.
Remote review and on-site visits
Work can begin with documents, operating data and interviews. A visit is arranged when direct observation is necessary or separately requested and agreed.
Travel, accommodation and related costs are confirmed in advance. Findings supported by records and interviews are distinguished from those verified on site.
Work can begin with documents, operating data and interviews. A visit is arranged when direct observation is necessary or separately requested and agreed.
Travel, accommodation and related costs are confirmed in advance. Findings supported by records and interviews are distinguished from those verified on site.
From assessment to action
Use the findings with your team or discuss further support with us.
Concept development, budgeting, process redesign, implementation and ongoing advisory are separate assignments. Legal advice, engineering inspections and a financial audit of accounts are not automatically included.
Concept development, budgeting, process redesign, implementation and ongoing advisory are separate assignments. Legal advice, engineering inspections and a financial audit of accounts are not automatically included.
Discuss your hotel
Tell us which results, decisions or aspects of the operation need an independent view.
All initial audits are paid services. Scope and fees are agreed before work begins.
We sign a mutual NDA before work begins or confidential information is shared, protecting your business information and our non-public methods, tools and working materials.
We sign a mutual NDA before work begins or confidential information is shared, protecting your business information and our non-public methods, tools and working materials.