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All actions taken to ensure that standards and procedures are adhered to and that delivered products or services meet performance requirements.
The planned systematic activities necessary to ensure that a component or system conforms to established technical requirements.
The policy, procedures, and systematic actions established in an enterprise for the purpose of providing and maintaining a specified degree of confidence in the hotel product or service.
Diamond Hospitality are dedicated to a solid commitment to partner with hotels and tourism organizations to provide quality assurance evaluation programs that will guide our clients to implement and improve on established procedures and services so to surpass customer service levels and achieve revenue goals.

A mystery shopping program for hotels measures that customer experience firsthand, providing customized, innovative Quality Assurance and Mystery Shopping site visit programs that help clients inspect and measure brand compliance, service experience, facility cleanliness and conditions and cash integrity, among other vital components of the customer experience.
Mystery Shopping is an effective method of measuring your ACTUAL customer experience against organizational standards and procedures.

A quality assurance inspection provides an overall assessment of the hotel's accommodations and services from a true guest perspective. Everything from pre-arrival to check-in, through the entire duration of their stay at the hotel and concluding with checkout is evaluated. Hotel owners and staff receive real-time, quantifiable and objective information that paves the way for improvements of noted hotel deficiencies, conditions and service levels before they become problematic. Quality Assurance Inspections provide a snapshot of the hotel from a true customer perspective and help create an environment that challenges the hotel to continuously improve their level of quality and service and ensure increased compliance with system standards. The end result … the best level of service and accommodations possible.

Whether you are an individual property, a hotel group or a tourism organization, Diamond Hospitality is committed to supporting your efforts to maintain the highest standards of quality, consistency and customer experience.

Quality Assurance Control is involved in developing systems to ensure products or services are designed and produced to meet or exceed customer requirements. These systems are often developed in conjunction with other standards or disciplines using a cross-functional approach.

Quality Control is involved in developing systems to ensure products or services are designed and produced to meet or exceed customer requirements. These systems are often developed in conjunction with other standards or disciplines using a cross-functional approach.

Our strategy is simple.  Diamond Hospitality works closely with management and leadership to create a customized strategy that combines your philosophy and objectives with our quality assurance initiatives and solutions.
Whether you are an individual property, a hotel group or a tourism organization, Diamond Hospitality is committed to supporting your efforts to maintain the highest standards of quality, consistency and customer experience.

Our team of experienced Inspectors will be your eyes and ears on property to ensure that the identified “guest experience” matches your hotel’s promise of quality.
A member of our team of quality assurance inspectors will visit the property and arrive anonymously for a recommended minimum stay of two nights.

A mystery shopping program for hotels measures that customer experience firsthand, providing customized, innovative Quality Assurance and Mystery Shopping site visit programs that help clients inspect and measure brand compliance, service experience, facility cleanliness and conditions and cash integrity, among other vital components of the customer experience.
Mystery Shopping is an effective method of measuring your ACTUAL customer experience against organizational standards and procedures.

A mystery shopping program for hotels measures that customer experience firsthand, providing customized, innovative Quality Assurance and Mystery Shopping site visit programs that help clients inspect and measure brand compliance, service experience, facility cleanliness and conditions and cash integrity, among other vital components of the customer experience.
Mystery Shopping is an effective method of measuring your ACTUAL customer experience against organizational standards and procedures.

Diamond Hospitality offers tourism organizations, hotel groups and individual properties a custom approach to star rating classifications.
When introducing a rating system, you only have one opportunity to do it right.  If the system is not accurate, fair and consistent, it loses its credibility instantly.
Diamond Hospitality’s Star Rating Systems are based on a solid foundation of internationally recognized standards.
The Star Rating System implemented in San Juan, Puerto Rico in 2004 for the Puerto Rico Tourism Company has been extremely successful.

Diamond Hospitality offers tourism organizations, hotel groups and individual properties a custom approach to star rating classifications.
When introducing a rating system, you only have one opportunity to do it right.  If the system is not accurate, fair and consistent, it loses its credibility instantly.
Diamond Hospitality’s Star Rating Systems are based on a solid foundation of internationally recognized standards.
A member of our team of quality assurance inspectors will stay anonymously overnight at each property.  The Star Rating Report covers both the service and physical areas of the hotel that combine and translate in a specific star rating.
Today’s customer is savvy and the Internet has greatly affected buying behavior for travel.  Some travel websites only allow customers to search and book hotel reservations based solely on a star rating making it imperative for hotels to be rated.  If a hotel is not “officially rated” many travel websites will arbitrarily give a star rating which again could misrepresent the property.

Diamond Hospitality offers tourism organizations, hotel groups and individual properties a custom approach to star rating classifications.
When introducing a rating system, you only have one opportunity to do it right.  If the system is not accurate, fair and consistent, it loses its credibility instantly.
Diamond Hospitality’s Star Rating Systems are based on a solid foundation of internationally recognized standards.
The Star Rating System implemented in San Juan, Puerto Rico in 2004 for the Puerto Rico Tourism Company has been extremely successful. 

Introducing a Rating/Classification program is one of the most important and crucial quality initiatives the Ministry of Tourism can undertake.  The responsibility is large and the affects even larger.
When introducing a Rating System, you only have one opportunity to get it right.  If the system is not accurate, fair or consistent, it loses its credibility instantly with a long road to recovery.  With both intense research and preparation, you can implement a successful Rating System from all points of view – the customer, the hotelier and Tourism.
A Rating System allows your destination to be on an even playing field with the rest of the world.  It is a communication tool that assists customers to easily identify the type of property they want to stay at.  It should be based on a solid foundation with the major components being accuracy, fairness, consistency and, most importantly, internationally recognized criteria.
When conducting research of hotels across the globe, today’s hoteliers acknowledge that a large percentage of customers inquire about their property’s star rating at time of booking.  The majority of complaints received by most Tourism offices about hotels are from customers whose expectations were not met.  Without a Rating/Classification System in place, some hotels, unfortunately, are misrepresenting their properties.  This affects the whole destination.
Today’s customer is savvy and the Internet has greatly affected buying behavior for travel.  Some travel websites only allow customers to search and book hotel reservations based solely on a star rating making it imperative for hotels to be rated.  If a hotel is not “officially rated” many travel websites will arbitrarily give a star rating which again could misrepresent the property.

Diamond Hospitality offers tourism organizations, hotel groups and individual properties a custom approach to star rating classifications.
When introducing a rating system, you only have one opportunity to do it right.  If the system is not accurate, fair and consistent, it loses its credibility instantly.
Diamond Hospitality’s Star Rating Systems are based on a solid foundation of internationally recognized standards.

The Star Rating System implemented in San Juan, Puerto Rico in 2004 for the Puerto Rico Tourism Company has been extremely successful.

Our team of experienced Inspectors will be your eyes and ears on property to ensure that the identified “guest experience” matches your hotel’s promise of quality.
Our Quality Assurance Inspection Report is based on the qualifications and standards applied by internationally recognized systems which are the basis for a thorough measuring system.  We act as an unbiased quality measuring system for verification of service standards and product consistency.
A member of our team of quality assurance inspectors will visit the property and arrive anonymously for a recommended minimum stay of two nights.
The Inspector will conduct a personal on-site Quality Assurance Inspection of all front-of-the-house areas of the hotel. 

A quality assurance inspection provides an overall assessment of the hotel's accommodations and services from a true guest perspective. Everything from pre-arrival to check-in, through the entire duration of their stay at the hotel and concluding with checkout is evaluated. Hotel owners and staff receive real-time, quantifiable and objective information that paves the way for improvements of noted hotel deficiencies, conditions and service levels before they become problematic. Quality Assurance Inspections provide a snapshot of the hotel from a true customer perspective and help create an environment that challenges the hotel to continuously improve their level of quality and service and ensure increased compliance with system standards. The end result … the best level of service and accommodations possible.
Whether you are an individual property, a hotel group or a tourism organization, Diamond Hospitality is committed to supporting your efforts to maintain the highest standards of quality, consistency and customer experience.

A mystery shopping program for hotels measures that customer experience firsthand, providing customized, innovative Quality Assurance and Mystery Shopping site visit programs that help clients inspect and measure brand compliance, service experience, facility cleanliness and conditions and cash integrity, among other vital components of the customer experience.
Mystery Shopping is an effective method of measuring your ACTUAL customer experience against organizational standards and procedures.

Diamond Hospitality provides hospitality consulting for hotels including quality assurance audits, mystery shopping, star rating programs and competitive analysis.

Diamond Hospitality provides customer loyalty solutions to the hospitality industry. Services include mystery shops, quality inspections, and star rating programs.

Diamond Hospitality’s Hotel Inspectors evaluate hotels to determine a hotel's Star Rating based on facility inspections and service evaluations.

All of Diamond Hospitality’s inspections are conducted anonymously by our team of experienced inspectors.

By implementing a secret shopper or mystery shopper program, hotels, resorts, chains and Ministries of Tourism can assess the level of customer service and satisfaction.

Diamond Hospitality can conduct mystery shopping on your spa concentrating on Service as well as physical aspects.

Whether you are an individual property or resort, a hotel group or a tourism organization, Diamond Hospitality is committed to supporting your efforts to maintain the highest standards of quality, consistency and customer experience.

Whether you are an individual property, a hotel group, resorts or a tourism organization, Diamond Hospitality is committed to supporting your efforts to maintain the highest standards of quality, consistency and customer experience.

Our Quality Assurance Inspection Report is based on the qualifications and standards applied by internationally recognized systems which are the basis for a thorough measuring system.  We act as an unbiased quality measuring system for verification of service standards and product consistency.

Diamond Hospitality provides customized Hospitality Training Programs for:

RESERVATIONS - Our training programs are based on the results of the analysis and shopping.  With heavy emphasis placed on customer service, we have seen excellent results in personnel performance levels.

CUSTOMER SERVICE - Based on the results of our Quality Assurance Inspections, we can customize training programs that target identified weak areas as well as to reinforce management philosophies and specific marketing initiatives.

Hospitality Industry
The Hospitality Industry Consultants – Diamond Hospitality – can assist your hotel or tourism destination by increasing the level of quality through a measurement system.

The Hospitality Industry Consultants – Diamond Hospitality – can assist your hotel or tourism destination by increasing the level of quality through a measurement system.

The Hospitality Industry Consultants – Diamond Hospitality – can assist your hotel or tourism destination by increasing the level of quality through a measurement system.

The Hospitality Industry Consultant firm of Diamond Hospitality – can assist your hotel or tourism destination by increasing the level of quality through a measurement system.

The Hospitality Industry Consulting firm of Diamond Hospitality – can assist your hotel or tourism destination by increasing the level of quality through a measurement system.

Diamond Hospitality works closely with the Tourism Quality Assurance Department of the Puerto Rico Tourism Company to increase the level of quality for the destination.

Tourism Destinations such as Puerto Rico, Aruba, Dominican Republic, Mexico and Cuba are all taking a look at the quality of their Caribbean destinations. 

From a marketing standpoint, it’s a huge selling point for the Ministry of Tourism of a Caribbean destination to be able to offer an easily recognizable star rating system that is based on internationally recognized criteria.

A timeshare is a type of property ownership. When you buy a timeshare, you are buying deeded weeks of property from timeshare resort owners. You acquire a percentage of interest in a vacation property for a specific interval of time, and you have the flexibility to do what you wish with your weeks. Timeshare use and running costs are shared by timeshare owners. Most timeshares are condominium resorts, however, they can also be in the form of houseboats, yachts, or motor homes.

Although the project might look and feel like a hotel, by definition, at least some portion of the condo units are owned by private unit owners but are used by the hotel for hotel guests. The hotel operator is usually the steward for property management, creating enhanced values by providing premium services, amenities, design, rental programs, and brand recognition for branded properties.
The condo hotel typically utilizes the well-recognized condominium form of real estate ownership, which creates "undivided" common interests in some portion of the land and the improvements upon which the project is located, coupled with a separate interest in condominium "airspace." Importantly for the condo hotel developer, each separate legal condominium unit or parcel, once created, can be sold to the public as a separate legal parcel of real property. 

The way in which someone or something functions.  Diamond Hospitality can enhance the performance or standards of quality of your hotel or tourism destination.

Diamond Hospitality has developed a Star Rating Classification system for the Caribbean using internationally recognized criteria.
In today’s competitive travel market, raising the level of quality by utilizing an internationally recognized criteria measuring system is imperative. 
The star classification system is a common one for rating hotels. Higher star ratings often indicate hotels with higher levels of luxury available.
Traditional systems rest heavily on the facilities provided, which is often disadvantageous to smaller hotels whose quality of accommodation could fall into one class but the lack of an item such as an elevator would prevent it from reaching a higher categorization. 
Standards of hotel classification:  in some countries, there is an official body with standard criteria for classifying hotels, but in many others there is none. There have been attempts at unifying the classification system so that it becomes an internationally recognized and reliable standard but large differences exist in the quality of the accommodation and the food within one category of hotel, sometimes even in the same country.

Diamond Hospitality provides customized Hospitality Training Programs for:

RESERVATIONS - Our training programs are based on the results of the analysis and shopping.  With heavy emphasis placed on customer service, we have seen excellent results in personnel performance levels.

CUSTOMER SERVICE - Based on the results of our Quality Assurance Inspections, we can customize training programs that target identified weak areas as well as to reinforce management philosophies and specific marketing initiatives.

Diamond Hospitality works closely with hotels and tourism orgnizations to customize training programs based on the results of our Quality Assurance or Star Rating Inspections.  This includes Front Desk Training.

Diamond Hospitality works closely with hotels and tourism orgnizations to customize training programs based on the results of our Quality Assurance or Star Rating Inspections.  This includes Sales Training.

Diamond Hospitality works closely with hotels and tourism orgnizations to customize training programs based on the results of our Quality Assurance or Star Rating Inspections.  This includes Sales Analysis and Training.

Diamond Hospitality provides customized Reservation Training Programs based on the results of the analysis and shopping.  With heavy emphasis placed on customer service, we have seen excellent results in personnel performance levels.

Diamond Hospitality provides customized Reservation Analysis Programs based on the results of the shopping analysis.

Diamond Hospitality can implement a hospitality mystery shopping program for hotels measures that customer experience firsthand, providing customized, innovative Quality Assurance and Mystery Shopping site visit programs that help clients inspect and measure brand compliance, service experience, facility cleanliness and conditions and cash integrity, among other vital components of the customer experience.
Mystery Shopping is an effective method of measuring your ACTUAL customer experience against organizational standards and procedures.

A spotter or inspector evaluates hotels to determine a hotel's Star Rating based on facility inspections and service evaluations. The spotter can also conduct a mystery shopping audit to pinpoint areas that need improvement and areas that are doing well.

Customer satisfaction is the leading edge for success.  By working with Diamond Hospitality, the level of customer satisfaction can be increased through a regular measurement program of quality assurance and/or star ratings.

Customer service is the leading edge for success.  By working with Diamond Hospitality, the level of customer service can be increased through a regular measurement program of quality assurance and/or star ratings.

The most general definition of an audit is an evaluation of a person, organization, system, process, project or product. Audits are performed to ascertain the validity and reliability of information, and also provide an assessment of a system's internal control. Auditing is therefore a part of some quality control certifications such as ISO 9000. An audit is based on random sampling and is not an assurance that audit statements are free from error. However the goal is to minimize any error, hence making information valid and reliable.

A mystery shopping auditing program for hotels measures that customer experience firsthand, providing customized, innovative Quality Assurance and Mystery Shopping site visit programs that help clients inspect and measure brand compliance, service experience, facility cleanliness and conditions and cash integrity, among other vital components of the customer experience.
Mystery Shopping auditing is an effective method of measuring your ACTUAL customer experience against organizational standards and procedures.

DIAMOND HOSPITALITY’S MISSION STATEMENT:
We are dedicated to a solid commitment to partner with hotels and tourism organizations to provide quality assurance evaluation programs that will guide our clients to implement and improve on established procedures and services so to surpass customer service levels and achieve revenue goals.
Established in 2001, Diamond Hospitality offers hotels, resorts and tourism organizations customized quality assurance programs, a star rating/classification system based on international standards and anonymous mystery shop inspection programs.
Our strategy is simple.  Diamond Hospitality works closely with management and leadership to create a customized strategy that combines your philosophy and objectives with our quality assurance initiatives and solutions.
Whether you are an individual property, a hotel group or a tourism organization, Diamond Hospitality is committed to supporting your efforts to maintain the highest standards of quality, consistency and customer experience.

DIAMOND HOSPITALITY’S MISSION STATEMENT:
We are dedicated to a solid commitment to partner with hotels and tourism organizations to provide quality assurance evaluation programs that will guide our clients to implement and improve on established procedures and services so to surpass customer service levels and achieve revenue goals.
Established in 2001, Diamond Hospitality offers hotels, resorts and tourism organizations customized quality assurance programs, a star rating/classification system based on international standards and anonymous mystery shop inspection programs.
Our strategy is simple.  Diamond Hospitality works closely with management and leadership to create a customized strategy that combines your philosophy and objectives with our quality assurance initiatives and solutions.
Whether you are an individual property, a hotel group or a tourism organization, Diamond Hospitality is committed to supporting your efforts to maintain the highest standards of quality, consistency and customer experience.

DIAMOND HOSPITALITY’S MISSION STATEMENT:
We are dedicated to a solid commitment to partner with hotels and tourism organizations to provide quality assurance evaluation programs that will guide our clients to implement and improve on established procedures and services so to surpass customer service levels and achieve revenue goals.
Established in 2001, Diamond Hospitality offers hotels, resorts and tourism organizations customized quality assurance programs, a star rating/classification system based on international standards and anonymous mystery shop inspection programs.
Our strategy is simple.  Diamond Hospitality works closely with management and leadership to create a customized strategy that combines your philosophy and objectives with our quality assurance initiatives and solutions.
Whether you are an individual property, a hotel group or a tourism organization, Diamond Hospitality is committed to supporting your efforts to maintain the highest standards of quality, consistency and customer experience.

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The Hospitality Industry Consultants – Diamond Hospitality – can assist your hotel or tourism destination by increasing the level of quality through a measurement system.

The Quality Assurance report or audit starts before the Inspector arrives at your property.  It begins when they pick up the phone to make a reservation.

Diamond Hospitality provides customized Training Reservation Analysis based on the results of the shopping.  With heavy emphasis placed on customer service, we have seen excellent results in personnel performance levels.

A mystery shopping program for hotels measures that customer experience firsthand, providing customized, innovative Quality Assurance and Mystery Shopping site visit programs that help clients inspect and measure brand compliance, service experience, facility cleanliness and conditions and cash integrity, among other vital components of the customer experience.
Mystery Shopping is an effective method of measuring your ACTUAL customer experience against organizational standards and procedures.

The mystery shopper measures that customer experience firsthand, providing customized, innovative Quality Assurance and Mystery Shopping site visit programs that help clients inspect and measure brand compliance, service experience, facility cleanliness and conditions and cash integrity, among other vital components of the customer experience.
Having a mystery shopper program in place is an effective method of measuring your ACTUAL customer experience against organizational standards and procedures.

The secret shopper measures that customer experience firsthand, providing customized, innovative Quality Assurance and Mystery Shopping site visit programs that help clients inspect and measure brand compliance, service experience, facility cleanliness and conditions and cash integrity, among other vital components of the customer experience.
Having a secret shopper program in place is an effective method of measuring your ACTUAL customer experience against organizational standards and procedures.

The mystery shoppers measures that customer experience firsthand, providing customized, innovative Quality Assurance and Mystery Shopping site visit programs that help clients inspect and measure brand compliance, service experience, facility cleanliness and conditions and cash integrity, among other vital components of the customer experience.
Having a mystery shoppers program in place is an effective method of measuring your ACTUAL customer experience against organizational standards and procedures.

A spotter or inspector evaluates hotels to determine a hotel's Star Rating based on facility inspections and service evaluations. The spotter can also conduct a mystery shopping audit to pinpoint areas that need improvement and areas that are doing well.

Hotel Companies can implement a quality assurance program to increase their level of customer satisfaction which directly translates into bottom line revenue.

It costs 10 times more to attract a new customer than to retain a current one.  Customer satisfaction is the leading edge of success for hotels and Tourism Destinations.

Customer satisfaction is the leading edge of success for hotels and Tourism Destinations.

In customer surveys, service is what makes a difference in whether they will return to a hotel or destination.

A mystery shopping audit program for hotels measures that customer experience firsthand, providing customized, innovative Quality Assurance and Mystery Shopping site visit programs that help clients inspect and measure brand compliance, service experience, facility cleanliness and conditions and cash integrity, among other vital components of the customer experience.
Mystery Shopping Audits is an effective method of measuring your ACTUAL customer experience against organizational standards and procedures.

Every hotel or tourism destination can benefit from auditing their level of customer service and satisfaction.

The Hospitality Industry realizes the one thing that can set them apart from their competition is their level of customer service.

Diamond Hospitality’s quality assurance analysis will provide hotels and tourism destinations the information needed to improve the quality.

Diamond Hospitality is an hotel and tourism industry consulting firm specializing in quality assurance and mystery shopping.

By working with a consultant from Diamond Hospitality, hotels and Ministry of Tourism can increase their level of quality and overal customer satisfaction.

By working with consultants from Diamond Hospitality, hotels and Ministry of Tourism can increase their level of quality and overal customer satisfaction.

Implementing a Quality Assurance Program is key to understanding both the strengths and weaknesses of your hotel or destination.

Implementing a Quality Assurance Program is key to understanding both the strengths and weaknesses of your hotel or destination.

The Return On Investment of a quality assurance progam directly impacts bottom line revenue for hotels and for tourism destinations.

Customer support will benefit by increasing the level of quality of your hotel or tourism destination.

 

The brand identity is very important for retention of customers especially in hotel chains.

The brand of a hotel or tourism destination can be fine tuned and improved through a measurement program.

Customer Relationships can be built through consistently offering quality of service at hotels or destinations.

A quality assurance program is key in building a customer relationship management program.

If the customer experience is positive they will be retained.

Building customer loyalty is also building bottom line revenue.

CEM – customer experience management can be achieved through a quality assurance program.

Customer experience management can be achieved through a quality assurance program.

Employee retention assists the whole team when focused on the goal of excellent customer service. 

If you increase employee retention you assist the whole team when focused on the goal of excellent customer service. 

Customer retention directly impacts bottom line revenue.

Having a regular quality assurance program will increase customer retention.

In order to increase market share, you have to provide a consistent level of quality service.

By implementing quality assurance strategies, you will increase bottom line revenue and customer satisfaction.

Have customer strategies in place goes hand in hand with a quality assurance program.

The strategy of implementing quality assurance will increase customer satisfaciton.

Having a customer strategy in place goes hand in hand with a quality assurance program.

Studying customer behavior management helps hoteliers understand how to increase customer satisfaction.

Studying customers behaviors through a quality measurement program helps hoteliers and tourism officials understand how to increase customer satisfaction.

Customer service excellence goes hand in hand with a quality assurance program.

Decrease My Cost-Per-Customer
Decrease Cost-Per-Customer
Decrease My Cost Per Customer
Decrease Cost Per Customer
Marketing Costs
Decrease My Marketing Costs
Decrease My Marketing Cost
Decrease Marketing Costs
Decrease Marketing Cost
Recruiting Cost, Recruiting Costs
Decrease My Recruiting Cost
Decrease Recruiting Cost
Decrease Recruiting Costs
Superior Customer Experience

Implementing a quality assurance program and following the recommendations provided will lead to a superior customer experience.

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Implementing a quality assurance program and following the recommendations provided will lead to a superior customer experience.

The customer expectation levels are high and having a quality assurance program in place ensures they are consistently achieved.

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The customer expectations levels are high and having a quality assurance program in place ensures they are consistently achieved.

Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.

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Market research is the process of systematic gathering, recording and analyzing of data about customers, competitors and the market. Market research can help create a business plan, launch a new product or service, fine tune existing products and services, expand into new markets etc. It can be used to determine which portion of the population will purchase the product/service, based on variables like age, gender, location and income level. It can be found out what market characteristics your target market has. With market research, companies can learn more about current and potential customers.

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