Our Expertise
Comprehensive quality assurance solutions designed for the luxury hospitality sector.
At BBH Partners, we can provide a unique hotel mystery guest visit which will give you an objective assessment of service standards in your hotel. Within 24 hours you will have a clear written report giving a clear picture of the guest experience.
We will submit a constructive report on service and standards as well as assessing the performance and presentation of frontline staff, which are the most important asset to any hotel.
No two hotels are the same. BBH Partners can tailor an evaluation to meet a hotels’ specific requirement, be it a dining experience or an overnight stay with breakfast. We will evaluate the different departments of the hotel and report on how they contribute to the overall guest experience.
Mystery Guest Visits
Our flagship service involves certified auditors posing as regular guests. We evaluate the entire guest journey—from the initial reservation call to the post-departure follow-up.
What we evaluate:
- Reservation efficiency
- Arrival & Porterage
- Check-in experience
- Room cleanliness
- Dining & Room Service
- Spa & Wellness
- Problem resolution
- Check-out & Departure
Consulting & Training
Data without action is useless. Our senior consultants work with your management team to interpret audit findings and implement sustainable improvements.
Staff Training Workshops
Role-specific training to address service gaps.
SOP Development
Creating rigorous standards aligned with luxury expectations.
Performance Benchmarking
Compare your property against competitor sets.