Service Quality & Guest Satisfaction Measurement
Measuring service quality and turning guest feedback into improvement.
- Price
- Consulting · from €3,750 per department
- Duration
- Depends on the departments
You cannot hold a standard you cannot measure. We build the measurement: what gets scored, how, by whom and how often. We run the first cycles with your team, calibrate until two people scoring the same shift agree, and hand it over so your property can tell whether service is improving without waiting for the reviews to say so.
The outcome
You can tell whether service is improving before the reviews tell you, using a measurement your own team runs, without us.
Who we work with
This engagement involves:
- General managers who want an early signal rather than a late one
- Heads of department who will run the measurement afterwards
- Quality and duty managers responsible for scoring
- Properties whose only feedback arrives through public reviews
- Properties with a survey nobody acts on
What you have at the end
When we finish, your property has:
- A measurement built for your property, not a template
- A defined scale and checklist for each guest-facing touchpoint
- A sampling rhythm that covers every shift, not only the convenient ones
- Named ownership: who scores what, and how often
- Your team running the measurement without us
- Agreement between your internal scoring and independent observation
- A reporting format short enough that it actually gets read
What your team can do afterwards
Your team is able to:
- Score service consistently against a defined scale
- Sample shifts without distorting the service being measured
- Read a result and identify what to change
- Calibrate with a colleague so two scores agree
- Report findings in a form a GM will act on
Stage 01
We analyse
- What you measure today, what it tells you, and what it misses
- Existing survey and review data read for what it can and cannot show
- Live service observed so the scale is built on your reality
- Where in the week your blind spots actually are
Stage 02
We design the measurement
- A scale and checklist per touchpoint, written to be scored quickly
- A sampling rhythm that reaches nights and weekends
- Who scores what, and how often: named, not implied
- The reporting format, kept short enough to be used
Stage 03
We refine it with you
- Tested on real service, not on paper
- Adjusted wherever scoring proved slow or ambiguous
- Anything unworkable at peak removed
- Agreed with the people who will actually run it
Stage 04
We run it on the floor
- First cycles run alongside your team
- Scoring calibrated until two observers agree
- Results read together, and turned into a short list of changes
- Observation practised without distorting the service being measured
Stage 05
We hand it over
- Your team runs a full cycle unaided
- Their scoring checked against our independent observation
- The gap between internal score and observed reality closed
- A review rhythm set so it survives a busy month
You'll see it in your own numbers
- Composite review score trend, tracked continuously rather than reviewed after the fact
- The lead time between an internal signal and the public review that would have been your first warning
- Survey response rate and score trend
We measure this
- Whether a repeatable measurement is running at ninety days, executed by your team rather than ours
- Agreement between your internal scoring and independently observed reality on the floor
What it won't fix:
Measurement in place of change. Knowing the score more precisely does not by itself move it.
Every DolceVita programme is individual and tailored: one participant at a time, online or at your property, in live service. Content, pace and case material are calibrated to the competencies and the role of whoever is being trained.
From €3,750 per department, not per person
The subject here is the department rather than the individual: from €3,750 for each department. It covers writing the standards, training the team to apply them every day and training heads of department to hold them. The final price depends on the size of the department: how many rooms, how many outlets, which services.
What these standards cover
We write the standards for what the guest sees and feels: how they are greeted, how a request is taken, how a problem is put right, how a departure is handled. We do not write or change your technical procedures: maintenance, safety, food hygiene, IT, accounting. Those stay exactly as they are.