Quality Management

Elsden Westcape Limited provides an impartial professional approach to ensure your service excellence and quality standards are being met.

Quality assurance is critical. From time to time you need to evaluate your business, and examine your structure and processes to ensure you are performing according to expectations, that you are fully exploiting your market and maximizing your returns. We realize it is often difficult for you to visualize how a guest experiences your services and this is why having an industry insider is very beneficial.

Elsden Westcape offers an impartial professional approach through our “Mystery Guest Programme”. Your property is audited, we examine service experience from your guest’s perspective, and study your existing marketing strategies and how they impact your guests.

Our mystery visits are tailored to your requirements to provide opportunity to see where you excel and where you need to focus your attention. It involves one or two nights stay at your property to ensure thorough and overnight assessments.

The mystery guest conducts a series of evaluations covering a range of your services and facilities, including check-in and check-out process, food and beverage outlets, room service, housekeeping, concierge, spa and leisure. We can also perform cash control audits if you need to safeguard against misappropriation of cash revenues.

We work with you to create customized score sheets to measure your service standards. Our response reports provide positive and negative aspects of your operations with suggested recommendations. Our scoring approach and concise reporting enables easy feedback to your teams.