Quality Control Services
Guest Feedback Program
The best way to know how well our hotels are doing is to ask guests. Driftwood provides a hotel evaluation tool that our properties can easily administer to their guests, in order to most effectively measure performance and engage in continuous quality improvement. Our guest feedback program provides immediate results, so that our hotels can take swift corrective action. We also advise our hotels on steps to implement change moving forward.
Quality Control Services
Driftwood looks at the operations of a hotel from the guest perspective. We follow the path of the guest from their first encounter via phone or website through the entire experience of their stay. Our approach includes the specifics our hotels need to make meaningful customer service decisions. How long does it take for someone to pick up the phone at the front desk? Are staff name tags clearly displayed? Are rooms kept tidy and drawn by a certain time of the day? These questions (and many others) are critical to meeting Driftwood’s requirements and being a positive part of our hotel portfolio. As a part of our management services, we also evaluate cash handling, food ticket and beverage control, as well as other critical auditing processes.
Safety Audit
Our loss prevention specialists are trained to evaluate a property for total loss prevention and assisting in the identification of “hot spots” on safety. We provide our portfolio of hotels with complete training programs for hotel managers and line employees. In addition, we provide manuals and programs for the ongoing maintenance of the property safety program.
Manager on Duty Program
We provide comprehensive, individualized "manager on duty programs," including policy manuals, procedures and reports.
Employee Survey Program
Positive employee morale translates into positive customer experiences. Driftwood’s survey tool enables our hotels to gauge employee morale. This objective survey determines areas of opportunity, weakness and strength among the property-level workforce. It enables hotel general managers and executive staff to take constructive steps to ensure maximum productivity and customer service.