FAQ

Why should I set up an online satisfaction questionnaire?

• Because as professional you can't be sure that your perception of service quality is the same than your guests'.
• Because sometimes it's the little details that you don't notice which bother the client.
• Because clients want to share their opinion.
• Because in order to improve, you need to know when a service has been below expectations.
• Because an irregularity in service quality needs to be kept track of.
• Because you need to know what the clients' expectations are and how to reach them better; sometimes little changes can help you to exceed their expectations.
• Because you need to know your guests' preferences in order to make the best choices of investments
• Because Outsourcing quality management ensures a coherent methodology and a neutrality of the results.

What are the impacts of training sessions on my establishment?
The differentiation factor between you and your concurrence is the "soul" of your establishment. Your human capital stands for this "soul", and is to be valued and developed. To train your team also allows you to be in touch with the latest trends in the service industry. Moreover, team building and motivation can be improved and a service culture established.

What are the impacts of training sessions on staff turnover? According to a study carried out by the "Council of Hotel and Restaurant Trainers", trainings have a positive impact on staff loyalty and staff retention. The study also states that companies which valorize their employees by providing them advanced vocation trainings can even reduce their turnover costs.
Moreover, it seems that the importance for trainings in order to reduce staff turnover raise proportionally according to the Average Daily Rate of the establishment.

What is the aim of Excel Place's service certification?
Excel place is the only nationally accredited certification organization specialized in service quality for the luxury hospitality industry. An ongoing control of service quality enables you to rectify discrepancies promptly and ensure a continuous progress.
Furthermore, pragmatic processes for improvement are proposed.
The results are discernable by the client and ensure clients satisfaction, customer responsiveness and therefore customer loyalty.

How can I establish a Quality Management System in my company?
Service Quality Management has for purpose to reduce the gap between delivered and perceived service quality. Our tools (satisfaction surveys, mystery clients, service certification and trainings) represent a coherent, structured and pragmatic Quality Management system which will not only enhance your clients' satisfaction but also develop your establishment's internal communication and productivity.

How time consuming is a quality approach?
Time which is invested in a quality approach is not lost but rather gained; once the procedures which are designed according the style, size and organization of your establishment, are set up, efficiency is improved and costs reduced.
As we are specialized in the hospitality industry, our savoir-faire ensures a rapid and practical oriented process to design your procedures and set up your quality management system.