The document provides an overview of Guest Check, a performance research and consultancy firm that focuses on evaluating frontline guest service experiences through undercover inspections and reports, in order to help companies improve service and foster remarkable guest experiences. Guest Check utilizes specially trained inspectors to conduct comprehensive on-site evaluations of hotels, restaurants, and other hospitality businesses. The firm then provides detailed reports and recommendations to help clients identify and address service issues.

1. Guest Check, An Overview
Evaluating service…..through the eyes of your guests
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© 2012 Guest Check Inc. All Rights Reserved.
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are, unless otherwise stated, the property of Guest Check
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manner without prior written consent of Guest Check Inc. is
a violation of copyright law.

2. Overview
Guest Check is a one-of-a-kind performance, research, and
consultancy firm with a strong focus on the frontline guest
service experience. Founded in August 2003, Guest Check’s
principal objective is to partner with companies to improve the
frontline service in order to foster remarkable guest experiences.
What drives us? Our passion and vision:
To ensure remarkable guest service.
Guest Check Inc.

3. Peter Drucker is noted for saying:
“If you can’t measure it, you can’t manage it ...”
Frontline staff and it’s managers are occupied by the daily operational
challenges of hotel and/or restaurant. It is essential to have processes in place
to ensure that (based on accurate reporting) relevant actions are
implemented by those who impact performance and experiences. In the
hospitality marketplace of today, these actions need to happen without delay.
However, you still need to manage the un-measureable!
"Not everything that counts can be counted, and not everything
that can be counted counts." - quote hanging on the wall in the
office of Albert Einstein

4. Guest Check Services
 Actionable, on and off-site inspection reports covering:
 Single or multi-night comprehensive hotel stay
 Sales call process
 Reservation call experience
 Golf/Spa experience
 AAA-Diamond Compliance Audits
 Comprehensive stand alone restaurant and/or bar
 Bar/buffet/retail integrity
 Report format can be either our unique, one-of-a-kind,
cornerstone product consisting of detailed narrative and scoring,
or a web-based, checklist style reporting platform offering robust
technological features.
 Guest Check utilizes world renowned, hospitality specific 3rd
party follow up and training initiatives for frontline staff and
management alike
 Full coverage in all of North America and the Caribbean with an
extensive inspector database

5. 1. Indifferent and unengaged staff with high
turnover
2. Inconsistent or poor (service) performance
at critical guest touch points
3. Limited insight and tools to manage
frontline performance
4. No brand unity; staff is not functioning as a
brand ambassador
5. Low conversion rates; low average
transaction values, low sales
6. Low customer loyalty; and an even lower
customer delight
Common Challenges

6. Solutions
• Onsite inspections; obtain insight & continuous
constructive feedback from all stakeholders
• Partnering with an exceptional coaching and training
entity; ensure data is understood, action plans are
created and improvements are made
• Incentives and Communication from top management;
motivate staff to change behavior and to make the
required improvements

7. Results
• Improved & consistent service delivery
• More motivated & loyal staff; brand ambassadors
• Clear insight & focus on what to improve (and how)
• Higher financial performances
• More loyal & delighted customers

8. Portfolio, past & present
Guest Check proudly works exclusively in the hospitality Industry.

9. Guest Check Quality
One project team
A dedicated core team of business managers is assembled that has direct
accountability and is ultimately responsible for all aspects of the
program. They are assisted by schedulers, editors, and of course,
inspection teams to get the job done. You will always have at least one
primary point of contact to address any facet of the program.
Hand-picked inspection teams
Inspector selection, training, scheduling, data collection, reviewing,
finalizing, quality control & reporting is all managed with direct, hands-on
personal care, just as you would handle your own staff and guests.
Automation is only used to physically compile and distribute the end-
product, because the “content is king!” Automation is used where it
makes good business sense, without shorting or cutting the critical
feedback you’re looking for.
Inspector Selection
Inspectors are carefully selected according to the agreed upon
demographic. They must match the client's actual customer profile. They
are screened in detail. Guest Check has full details and a track record
on every inspector, grading their performance and ensuring they can be
successful in their own right. All inspectors sign a confidentiality, quality
and safety agreement.

10. Contact
Derek Wood, President and Founder
(303) 995-8947 direct
Skype: dswood1
Derek.wood@theguestcheck.com
On the web at: www.theguestcheck.com