HOSPITALITY OPTIMAL SERVICE TESTING
GUEST EXPERIENCE QUALITY ASSURANCE AUDIT & TRAINING SERVICES
Proudly serving the Hospitality Industry since 1994
Professional Hotel Quality Assurance Excellence Specializing in Appraisals, Strategies, and Solutions
Biltmore Hotel Coral Gables
“During the past fourteen years, Biltmore’s management has worked closely with Hospitality Optimal Service Testing under the direction of Charles Tona, with the common mission of providing the Biltmore with a consistent, reliable and timely property audit program. Charles has been readily available and responsive in creating an audit program that accurately identifies our resort’s areas of strength and deficiencies, incorporating service criteria that are consistent with Leading Hotels of the World luxury property standards.”
Dennis Doucette
General Manager
Marriott San Juan Resort & Stellaris Casino
"Over the past several years, the staff at Hospitality Optimal Service Testing has been consistent in providing detailed and thorough audits of all areas our resort's operations and service offerings. Because of this we have been able to improve our day to day service, delivery, and positioning in the marketplace.”
Hans-Georg Roehrbein
General Manager
Naples Beach Hotel and Golf Club
“The Naples Beach Hotel has partnered with Charles and HOST for more than 10 years. We have worked together to improve the standards and the experience for our guest’s. In the economic environment we are currently in I believe it to be the utmost of importance to make sure you are providing not only good service but the very best. The flexibility that HOST has provided for this process has certainly made it more effective and efficient.”
Jason Parsons
General Manager
Miami Airport Marriott Campus
“Over the past few years, HOST been a strategic partner in improving our product and service scores here at the Miami Airport Marriott. Their detailed hospitality shops and on-going integrity audits have guided us on refining our key drivers. This is the second Marriott hotel that I have partnered with Charles in Florida. He developed a tailor made scope and provided analytics to support the needs of the hotel.”
Kevin Juman-Yassin
Director of Finance
Retired, Former Sr. Vice President of Operations for Westin Hotels & Resorts
“Over the last 16 years of managing and/or supervising major hotel properties, I have worked closely with Charles Tona and the team members of HOST to improve our hotels’ service levels, assist in mid level management training, and help us to identify our opportunities toward quality consistency and individual staff performance.
The HOST Quality Assurance programs were tailored to each individual property, they were extremely detailed, and they were exclusively designed to assist the management team to quickly make improvements. Subsequent; audits not only established improvements from the benchmark, but they also identified additional opportunities for improvement. Every single QA has resulted in overall property GSI improvements.
The 'Full Circle Service" Guest Services Seminar that HOST developed for and conducted at the Westin Hilton Head was instrumental in our achieving dramatic improvements in both guest service levels and interdepartmental cooperation and communication. The program received "raves" from both the line and management staff!!!
Charles Tona and his team at HOST truly become "Valuable Partners in Improvement" with all the GM and Management teams at my hotels.”
Kim Chappell
Former, Currently Retired, Sr. Vice President Operations
