Case study · Accommodation
Turning facility audits into sustained service quality.
Two major accommodation providers (a national hotel chain and a prominent holiday park group) used KPI’s observation audits to find, fix and then hold their service and facility standards across every site.
Client background
KPI Mystery Shopping partnered with two major accommodation providers: a renowned hotel chain and a prominent holiday park group. Both set out to uphold exceptional service standards and ensure their facilities delivered an optimal guest experience across every site.
The challenge
Hotel chain
- Detailed audit data on room condition (checks for mould, dust accumulation and repair issues) plus the presence of every required amenity, from cutlery to in-room items.
Holiday park group
- Comprehensive inspection of all public facilities for cleanliness, maintenance and amenity availability across multiple sites, plus ongoing audits to confirm recommended improvements were actually implemented.
Our approach
For the hotel chain
- Room inspections. Cleanliness, availability of common items, in-room amenity functionality, room service and other requests.
- Facility inspections. Overall facilities assessed against the required standards.
- Maintenance data. Repair needs identified and reported in detail for timely resolution.
- Guest-experience insights. Full guest stays to capture the experience end-to-end, check-in to check-out.
- Follow-up audits. Subsequent audits to confirm recommended changes were effectively implemented.
For the holiday park group
- Public-facility audits. Common areas, recreational facilities and infrastructure maintenance.
- Cleanliness-standards evaluation. Hygiene levels across dining areas, restrooms and communal spaces.
- Safety-compliance checks. Adherence to safety regulations and emergency protocols.
- Ongoing monitoring. Periodic audits tracking the effectiveness of improvements and catching new issues promptly.
Results
Hotel chain
- Data-driven improvements. Management could prioritise and address cleanliness and maintenance issues effectively.
- Implementation tracking. Follow-up audits confirmed recommended changes were implemented and maintained over time, for consistent service quality.
Holiday park group
- Enhanced facility management. Maintenance and cleanliness issues identified and rectified promptly.
- Continuous oversight. Ongoing audits provided a reliable way to monitor change and surface new areas for improvement, sustaining high standards.
Benefits to the clients
- Informed decision-making. Precise data behind every facility-management and service-standard decision.
- Proactive issue identification. Problems anticipated and resolved before they reached guests.
- Sustained improvement. Ongoing audits kept implemented changes honest over the long term.
- Strategic insights. A clear read on operational strengths and gaps to inform future strategy.
Follow-up audits confirmed recommended changes held over time, turning a one-off snapshot into sustained service quality.