• MYSTERY CALL + MYSTERY GUEST (phone call and visit as a secret guest)

Hotel booking with a phone call by our specialist, accommodation in the hotel followed by a detailed report.

Duration: 1-2 days.

• FACIAL CHECK-UP (on-site check-up)

The project team will visit the hotel and examine key aspects of the hotel in detail.

Duration: 4-7 days.

1. Check-up of the structure of the reception and accommodation service

Check-up of the organizational and functional structure of the service in order to assess
availability of necessary positions, number of employees and their placement.
Analyzing the quality of work of employees on service
and communication with guests.
Recommendations for the implementation of operational standards for the service.

2. Check-up of housekeeping service structure

Check-up of service structure and identification of strengths and weaknesses.
Analysis of the quality of employees’ work in the part of housekeeping organization.
Recommendations on development and implementation of operational standards for the service.
Check-up of sanitary and hygienic conditions at the facility.
Analyzing the quality of detergents and consumables, the order of work
with suppliers.
Analysis of costs for the organization of the service and the development of recommendations
to optimize costs without loss of quality.

3. Analyzing feedback from guests

Analyzing feedback and responses to feedback on the sites where the facility is presented.
Reporting on guest comments, requests and positives over the last six months of the facility’s operation.
Analyzing the existing method of collecting feedback from guests.
Recommendations for collecting feedback from guests.
Recommendations for responding to guest feedback.

4. Check-up of the hotel space and its fit-out

Analysis of the configuration of rooms and common areas and recommendations for improvement.
Analysis of functional purpose of utility rooms and recommendations for improvement.
Improvement.
Familiarization technical audit.

5. HR department

Check-up of recruiting sections.
Check-up onboarding and onboarding systems.
Check-up training systems.
Check-up motivation systems.
Check-up procedures – hiring and firing.
Check-up organizational structure and distribution of functions.
Analysis of staffing and personnel needs.

6. Reservations and Sales Department

Check-up of existing and creation of new room sales plan.
Check-up of hotel placement on OTA, recommendations for improvement.
Analysis of complex connection to IP-telephony and CRM.
Analysis of current promotions, tariffs and conditions for room booking.
Recommendations for improvement.
Analysis of corporate sales.
Check-up of sales tools and compliance with them, evaluation of communication.
Analysis of key metrics.
Analysis of the competitive environment.
Check-up of correctness of room category setting and pricing logic by category.
Check-up of guest attraction system, all promotion and sales channels.
Check-up of the reservation department and the system of motivation of reservationists.
Check-up of the system of selling additional services to the guests.
Check-up systems of pricing and loyalty systems.
Check-up systems of repeated attraction of guests.

7. Marketing

Analysis of standardized printing, suggestions for additions.
Analysis of booking convenience on the website and the quality of its content.
Analysis of photo and video content on the website and other sources where the hotel is presented, recommendations for improvement.
Proposals for visual design of social networks, as well as their content.
On the basis of statistics from the applications, determination of the target audience. Identification of weaknesses of the complex and recommendations on how to work with them.
Analysis of Google My Business settings in Google My Business.

• Comprehensive audit of financial, management reporting, budgeting system.
• Consultation on budget creation, provision of Ribas annual budget template.
• Examination of work efficiency and financial performance.
• Analysis of risks (tax, legal, administrative, business) and development of recommendations for their mitigation. Recommendations on taxation.
• Audit of internal quality control and financial discipline.
• Audit and recommendations on cost optimization.
• Audit of land and building titles.
• Evaluation of leases and other real estate rights.
• Review of all commercial contracts, including suppliers, contractors and service.
• Reviewing customer contracts, booking terms and conditions and cancellation policies.
• Reviewing compliance with employment law, including employee agreements, employment and equality policies.
• Assessing compliance with health and safety regulations.
• Reviewing the use of trademarks, copyrights and other forms of intellectual property.
• Verifying that the necessary licenses and permits are in place to operate the hospitality business.
• Checking that all necessary registration documents, policies and procedures that are required by law (logbooks, briefings) are in place.
• Evaluating compliance with record retention and reporting procedures.
• Checking for potential lawsuits or legal disputes.

Ribas Hotels Group as a result of the audit:

• Provides a detailed report on the “check-up” conducted
• raws up a plan for eliminating the identified deficiencies, indicating in the solution and control points

The hotel’s health and rejuvenation course provides:

• Optimization of hotel operations
• Optimization of the hotel’s financial scheme
• Creating a strategy for all hotel services
• Improvement of KPIs (key performance indicators) of the hotel
• Increasing hotel sales > 10%
• Developing a strategy to overcome the crisis situation