Brand standards
“What should our standards say?”
What the guest must see, hear and feel at each moment, stated so that an auditor can mark it yes or no.
School QA · Quality Assurance
An audit nobody acts on is a cost. Corrective action is the product.
Brand and service standards, audits against the leading luxury benchmarks, mystery guests, engineering and fire and life safety, and the discipline of closing every finding.
1 · What we do for you
Ways we work with you.
Brand and service standards
A standards system written for your hotel: brand blueprint, service standards and the sequence of service, benchmarked against LQA and comparable programmes.
Audits and mystery guests
Independent audits and mystery stays, scored and reported with photographs and a corrective action plan.
Engineering and life safety
Fire and life safety, permit to work and planned maintenance reviewed against the Excelsior Engineering Manual.
Food safety
Kitchen hygiene audits and the records that prove compliance.
2 · What we know
The questions people ask, each answered with its conclusion first.
Audits
“How often should we audit?”
Self-audit monthly, independent audit twice a year, and a re-audit of every failed item within thirty days.
Mystery guest
“Is a mystery guest worth it?”
Only when the findings change training. Brief the auditor on the standards, not on the staff.
Engineering and fire safety
“Are we safe?”
Prove it on paper and in drills: permits, maintenance logs, alarm tests and evacuations, all dated and signed.
Food safety
“What does an inspector look for first?”
Temperatures, records and the separation of raw and cooked food. If it is not written, it did not happen.
Corrective action
“How do we stop the same finding coming back?”
Name the cause, the owner and the date, then check again. A finding is closed when the cause is gone.
3 · What you can use
Free tools. Your figures stay on your screen.
4 · What you can watch
Short films with the transcript beside them.
Film 1 · Recording
Closing a finding
From the audit report to the cause, the owner and the date.
5 · What you can read
Courses, papers and cases.
Audits and Checklists
Six self-scoring audits that remember your ticks on this device.
Read →Food Safety and Hygiene
The standards, temperatures and records that keep a kitchen safe, with an audit.
Read →Catering and Banquet Standards
Function files, room geometry, controls and pours for banqueting that earns its space.
Read →