As seasoned professionals with expertise in all aspects of the Hospitality and Lodging Industry, our company has proudly earned a reputation consistent with our company name, Hospitality Optimal Service Testing.
A majority of our clients have remained with our service since the onset of our corporation, and the recommendations listed below will serve to confirm the credibility and value of the services that we provide.
A majority of our clients have remained with our service since the onset of our corporation, and the recommendations listed below will serve to confirm the credibility and value of the services that we provide.
HOTEL SECRET SHOPPER SERVICES
presented by
HOSPITALITY OPTIMAL SERVICE TESTING Inc.
The Only Mystery and Secret Shopper Company Exclusively for Hotels, Resorts & Casinos since 1994
presented by
HOSPITALITY OPTIMAL SERVICE TESTING Inc.
The Only Mystery and Secret Shopper Company Exclusively for Hotels, Resorts & Casinos since 1994
WE'RE PROUD TO BE RECOMMENDED BY THE BEST
Marriott International Corporate Headquarters
"I highly recommend Charles Tona and H.O.S.T. for any property seeking to make improvements in service levels. For the past 20 years he has assisted my properties with his detailed and reliable shopping service. His professionalism, passion (for great service) and expertise clearly differentiates him from the pack.”
John Adams | Senior Vice President, Global Operations Services, Design & Development
Marriott International, Inc.
10400 Fernwood Road | Bethesda, MD 20817 | (301) 380-8306
john.adams@marriott.com
"I highly recommend Charles Tona and H.O.S.T. for any property seeking to make improvements in service levels. For the past 20 years he has assisted my properties with his detailed and reliable shopping service. His professionalism, passion (for great service) and expertise clearly differentiates him from the pack.”
John Adams | Senior Vice President, Global Operations Services, Design & Development
Marriott International, Inc.
10400 Fernwood Road | Bethesda, MD 20817 | (301) 380-8306
john.adams@marriott.com
Dow Hotel Company
“We have been working with Charlie Tona and his staff at Hospitality Optimal Service Testing Inc. (HOST) since 1999. During this time, HOST has been performing the annual mystery audits at all of our hotels.
Their level of professionalism and the accuracy outlined in their audits has assisted our management teams in the improvement of our guest service delivery. All facets of the stay from the guest’s perspective are observed from physical, cleanliness, and quality level as well as employee interaction.
We, at The Dow Hotel Company, highly recommend HOST to other companies. Their level of personalized service has been exceptional and we can depend on their niche expertise year after year. “
Robert A. Levy | Senior Vice President-Asset Development
Dow Hotel Company
16400 Southcenter Parkway | Suite 405 | Seattle, Washington 98188 | (206) 575-3600
rl@dowhotelco.com
“We have been working with Charlie Tona and his staff at Hospitality Optimal Service Testing Inc. (HOST) since 1999. During this time, HOST has been performing the annual mystery audits at all of our hotels.
Their level of professionalism and the accuracy outlined in their audits has assisted our management teams in the improvement of our guest service delivery. All facets of the stay from the guest’s perspective are observed from physical, cleanliness, and quality level as well as employee interaction.
We, at The Dow Hotel Company, highly recommend HOST to other companies. Their level of personalized service has been exceptional and we can depend on their niche expertise year after year. “
Robert A. Levy | Senior Vice President-Asset Development
Dow Hotel Company
16400 Southcenter Parkway | Suite 405 | Seattle, Washington 98188 | (206) 575-3600
rl@dowhotelco.com
Bob Sassani, CRME
Regional Vice President at Gemstone Hotels & Resorts, LLC
Charles is an amazing leader/partner in your business, who takes the time to get to know everyone in the organization
cares about everyone and holds him and those who work with him to the highest level of personal and professional
integrity. The best leaders are not interested in who is right, but what is right. He fosters an extremely positive and trusting
working relationship, allowing his team to challenge property teams to, innovate and grow.
Charles has an impressive track record that includes partnering with managers and companies to turn around challenging
brands and properties and driving the highest level of operational and performance excellence. He sets very high
standards and expects the highest from his teams. Having worked together on several hotels, Charles strategic approach
to performance excellence included clearly defining standards, setting clear expectations, testing and measuring
standards and enabling the freedom to work and always positioning hotels for success. Charles motivational skills are
amazing; he has a special hospitality way with words and his delivery as your partner make the most challenging tasks
seem simple. Charles and company identify and strategize with you on what’s next!
Personally, I am a more accomplished hospitality leader due to having worked closely with Charles for several years; he
had an amazing impact on my career and is truly someone I admire.
Bob Sassani, CRME
Regional Vice President at Gemstone Hotels & Resorts, LLC
1912 Sidewinder Drive, Suite 105 | Park City, Utah | 84060
http://www.linkedin.com/in/bobsassanicrme | http://www.gemstoneresorts.com | (570) 441-8401
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
Westin Hotels & Resorts
11023 Dorham Lane | Woodstock Il 60098 | (815) 337-1927 Home | (843) 338-1836 Cell
pkimchappell@gmail.com
“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
Westin Hotels & Resorts
11023 Dorham Lane | Woodstock Il 60098 | (815) 337-1927 Home | (843) 338-1836 Cell
pkimchappell@gmail.com
San Juan Marriott 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
San Juan Marriott Resort & Stellaris Casino
1309 Ashford Avenue | San Juan, PR 00907
787-289-6002 - Direct Line | 787-722-7000 - Hotel
hans.roehrbein@marriotthotels.com
"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
San Juan Marriott Resort & Stellaris Casino
1309 Ashford Avenue | San Juan, PR 00907
787-289-6002 - Direct Line | 787-722-7000 - Hotel
hans.roehrbein@marriotthotels.com
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
Biltmore Hotel Coral Gables
1200 Anastasia Avenue | Coral Gables, Florida 33134 | (305) 445-1926
ddoucette@biltmorehotel.com
“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
Biltmore Hotel Coral Gables
1200 Anastasia Avenue | Coral Gables, Florida 33134 | (305) 445-1926
ddoucette@biltmorehotel.com
Naples Beach Hotel & 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
The Naples Beach Hotel & Golf Club
851 Gulf Shore Blvd. N. | Naples, FL 34102
239-435-4350
j.parsons@naplesbeachhotel.com
“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
The Naples Beach Hotel & Golf Club
851 Gulf Shore Blvd. N. | Naples, FL 34102
239-435-4350
j.parsons@naplesbeachhotel.com
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
Miami Airport Marriott Campus
1201 N.W. LeJune Road | Miami FL, 33126
(305) 644-5493
kevin.juman-yassin@marriott.com
“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
Miami Airport Marriott Campus
1201 N.W. LeJune Road | Miami FL, 33126
(305) 644-5493
kevin.juman-yassin@marriott.com
Marriott Courtyard & Residence Inn By Marriott
“I have had the pleasure of working with HOST and Charles Tona for 11 years. HOST has provided services that are invaluable throughout the years for both of the hotels I manage, giving us the resources needed to evaluate and ensure the highest guest satisfaction and compliance of standards. In addition to the secret shopping services, their staff has have always been right on time with 5-Star and other valuable training for our associates. Charles and his associates are professional and flexible, and always willing to work us into their busy schedule when we need their services the most. Without hesitation, I would recommend HOST to any company that wants to improve their services, standards, and profits.”
Lara Howlett | Lead Complex General Manager
Marriott Courtyard & Residence Inn
250 Gateway Blvd | Rocky Mount, NC 27804 | (252) 451-4800
www.marriott.com/rwicy
“I have had the pleasure of working with HOST and Charles Tona for 11 years. HOST has provided services that are invaluable throughout the years for both of the hotels I manage, giving us the resources needed to evaluate and ensure the highest guest satisfaction and compliance of standards. In addition to the secret shopping services, their staff has have always been right on time with 5-Star and other valuable training for our associates. Charles and his associates are professional and flexible, and always willing to work us into their busy schedule when we need their services the most. Without hesitation, I would recommend HOST to any company that wants to improve their services, standards, and profits.”
Lara Howlett | Lead Complex General Manager
Marriott Courtyard & Residence Inn
250 Gateway Blvd | Rocky Mount, NC 27804 | (252) 451-4800
www.marriott.com/rwicy
President of JMC&C Inc.
"Charles is a hospitality guru. He understands the dynamics of customer service and the key measures to facilitate his focus on the most critical details. I have known Charles for over 20 years and his services benchmark quality. He has helped me drive improvements through well executed processes."
John Mulrey | President
JMC&C Inc.
"Charles is a hospitality guru. He understands the dynamics of customer service and the key measures to facilitate his focus on the most critical details. I have known Charles for over 20 years and his services benchmark quality. He has helped me drive improvements through well executed processes."
John Mulrey | President
JMC&C Inc.
Newark Liberty International Airport Marriott
"Charles Tona and his company Hospitality Optimal Service Testing Inc. has done a great job for our hotel over the past
several years! He has personally performed several Hospitality / Quality shops for our hotel and his reports are always
extremely detailed and thorough with great recommendations. His team is top notch! He is also willing to customize your
audit to meet any specific requests. I would recommend him to any organization looking for a high quality audit on
customer service and integrity / cash controls. "
Christine Desrosiers | Director of Finance at Marriott International
Newark Liberty International Airport Marriott
1 Hotel Road | Newark, NJ 07114 | (973) 623-0006
