Guest Satisfaction
National Hospitality Services has established quality control services and systems to help our properties succeed. We perform surveys, audits, and implement programs to monitor operations and ensure continuous quality improvement across departments.Our services include:
Guest Feedback Program
We have designed a hotel evaluation tool that allows properties to ask guests for feedback; then we use this data to take corrective action when needed. Guest feedback is essential for measuring performance and allows us to make recommendations or suggest initiatives that will improve the guest experience.
Quality Control Services
We take the time to look at hotel operations from the guest’s perspective so that we can make more meaningful customer service change recommendations. We follow the path of the guest from the first encounter through their stay. Details such as how long it takes for a guest services representative to pick up the phone, how clean the rooms are, and whether staff members are wearing name tags are documented for further review. We can also evaluate cash handling, food ticket and beverage controls, and other processes during a quality control auditing phase.
Safety Audits
Our highly-trained loss prevention specialists can evaluate a property for total loss prevention and identify ‘hot spots’ to increase safety measures. We provide all of our hotels with comprehensive loss prevention training programs for hotel managers and line employees. We also provide manuals and programs for ongoing property maintenance.
Manager on Duty Program
National Hospitality has developed comprehensive and individualized ‘manager on duty programs’ that include a set of policy manuals, procedures, and reports. These programs are a vital component of any hotel management program.
Employee Survey Program
Positive employee morale is linked to positive guest experiences. National Hospitality Services has developed a survey tool that helps hotels gauge employee morale and determine areas of strength and weakness. This information is valuable to general managers and hotel staff working to improve productivity and the customer service experience.
•NHS’s extensive “Above & Beyond™” guest satisfaction and trading signature
•Implements proprietary guest service programs designed to separate the hotel from the competition
•Develop a methodology for hotels to identify attributes that will increase customer loyalty
Marketing
Sales and marketing play an important role in the success of any property. Without a cohesive plan, properties can miss key revenue generation opportunities and lose guests to the competition.
We use a multi-faceted approach for sales and marketing initiatives to ensure our associates execute strategies that provide long-term success. From tapping into strategic marketing partnerships to executing a robust public relations campaign, the National Hospitality team is here to help your property receive maximum exposure and connect with your target market.
•NHS analyzes the market and creates aggressive marketing plans customized to build business among all identified segments
•Results-oriented advertising specifically geared towards target markets
•Social media training
Sales
Financial
Training
Human Resources
No matter what type of property you manage, managing human resources effectively is essential to the growth of your organization. We help properties identify the best pool of candidates for various employment opportunities and can also assist with training programs, payroll, and benefits packages.
Hiring Resources
National Hospitality is staffed with a bilingual and multi-cultural human resources team. We use sophisticated screening tools such as e-Verify to identify prospective associates and communicate with new hires, making it easier than ever to attract and interview quality talent for all types of positions.
Training Resources
Our training programs are designed to ensure maximum customer satisfaction and exceptional service. We provide training resources for new hires, continuing education programs for existing employees, and other training materials to ensure all employees can fulfill their job duties and meet company objectives. We get to know property-level employees on a personal level so that we can understand their needs from a management perspective.
Payroll & Benefit Programs
We have developed comprehensive payroll and benefits programs for franchised and independent properties which allows us to improve operations while minimizing costs. Paperless pay for all employees, including pay cards and online tools for paperless paystubs and W-2s. Biometric timekeeping to ensure the most accurate timekeeping possible and decrease theft of time
•Policy development and implementation including employee handbook and forms
•Employee recognition programs to maintain high morale and low turnover
•Talent acquisition – finding the right people for the right job!
•Ensure compliance with ever changing laws and policies of the Human Resources world including EEO compliance, HIPPA, Affordable Healthcare Act, and FCRA.
•Provide Affordable Healthcare Act compliance benefit offering process and documentation
•Background checks, MVR checks, sex offender registry checks and E-Verify authorization to mitigate hiring risks
•Performance management programs including bi-annual reviews, employee performance improvement plans and manager training
•Adhere to all legal requests, hearings and summons relating to employees, including garnishments, unemployment, EEOC complaints, etc
HEADQUARTERS
1635 43rd Street South Suite 305
Fargo ND 58103
CONTACT
[email protected]
701-492-6104
