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
“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
Westin Hotels & Resorts Worldwide
“Over the last 16 years of managing and/or supervising Westin 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 all my hotels.”
Kim Chappell
Former, Currently Retired, Sr. Vice President of Operations for Westin Hotels & Resorts Worldwide
“Over the last 16 years of managing and/or supervising Westin 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 all my hotels.”
Kim Chappell
Former, Currently Retired, Sr. Vice President of Operations for Westin Hotels & Resorts Worldwide
Pier 66 Resort & Marina, Huizenga Organization
"I have had the privilege of working with Charles Tona for many years, beginning when I served as COO/GM for Pier 66 Resort and Marina under the Huizenga Organization. From the start, Charlie distinguished himself as a superior and consistently outstanding performer—not only in sales, but in his ability to monitor and elevate the guest experience to the highest level.
Over the years, we partnered with Charlie and his HOST team on multiple projects, including Old Bahama Bay Resort and Community (2006–2008), Abaco Beach Resort (2008–2010), and Huizenga Sports & Entertainment at Pro Player/Dolphins Stadium (1992–1999). Across every engagement, they delivered not opinions, but hard data—specific customer and employee feedback that guided ownership decisions, improved service delivery, and drove measurable financial results.
In my senior leadership experience across hospitality, professional sports, and related service industries, I know the difference between setting goals and actually ensuring that the promise is fulfilled. HOST accomplished that mission every time. Their ability to evaluate, assure, and raise performance standards proved invaluable for both our employees and our guests.
Simply put: No organization can perform at its highest level without this kind of insight. Charlie and his team consistently delivered it—and the results spoke for themselves."
Bob Kramm
Former COO/GM, Pier 66 Resort & Marina, Huizenga Organization
"I have had the privilege of working with Charles Tona for many years, beginning when I served as COO/GM for Pier 66 Resort and Marina under the Huizenga Organization. From the start, Charlie distinguished himself as a superior and consistently outstanding performer—not only in sales, but in his ability to monitor and elevate the guest experience to the highest level.
Over the years, we partnered with Charlie and his HOST team on multiple projects, including Old Bahama Bay Resort and Community (2006–2008), Abaco Beach Resort (2008–2010), and Huizenga Sports & Entertainment at Pro Player/Dolphins Stadium (1992–1999). Across every engagement, they delivered not opinions, but hard data—specific customer and employee feedback that guided ownership decisions, improved service delivery, and drove measurable financial results.
In my senior leadership experience across hospitality, professional sports, and related service industries, I know the difference between setting goals and actually ensuring that the promise is fulfilled. HOST accomplished that mission every time. Their ability to evaluate, assure, and raise performance standards proved invaluable for both our employees and our guests.
Simply put: No organization can perform at its highest level without this kind of insight. Charlie and his team consistently delivered it—and the results spoke for themselves."
Bob Kramm
Former COO/GM, Pier 66 Resort & Marina, Huizenga Organization
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
“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
"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
“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
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, Retired
Marriott International, Inc.
"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, Retired
Marriott International, Inc.
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, Retired
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, Retired
Dow Hotel Company
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 quality assurance audit services, their staff has have always been right on time with 5-Star and other valuable Full-Circle Service 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, Retired
Marriott Courtyard & Residence Inn
“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 quality assurance audit services, their staff has have always been right on time with 5-Star and other valuable Full-Circle Service 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, Retired
Marriott Courtyard & Residence Inn
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 hospitality improvements through well executed processes for all of my hotels."
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 hospitality improvements through well executed processes for all of my hotels."
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 guest experience, service and integrity / cash controls."
Christine Desrosiers | Director of Finance at Marriott International
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 guest experience, service and integrity / cash controls."
Christine Desrosiers | Director of Finance at Marriott International
Newark Liberty International Airport Marriott
