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Carlar Hospitality Consultants

Mission Statement

We are committed to holding our position

as the leading company providing service and market analysis

to the hospitality industry.

We will continue to ride the technological cutting edge

in accumulating and maintaining the hotel industry's

most comprehensive customer satisfaction and service

standards database.

We will always deliver meaningful analyses

enabling our clients to measure customer needs and quality and

consistency of service with competitive markets, thereby offering

a vehicle to increase market share and bottom-line results.

Specialization

A seventy-two hour in-house guest survey of hotel facilities, containing a database of over three thousand guest contact points. The data compiled is accumulated in our computer bank to measure the quality and consistency of service and performance levels in all departments.

Customer Perception Analysis (CPA) has proven to be effective in:
  • Measuring service quality in the hospitality industry, allowing management the opportunity to instantly adjust service and product levels to maximize customer satisfaction promptly.
  • Providing an ongoing monitoring system to track guest satisfaction levels in various departments of the hotel and providing management with the mechanism to compare individual hotel services with those of its market share competitors.
  • Furnishing management with a vehicle that highlights the hotel's strengths and weaknesses in relation to a generic database of hotels monitored in a similar category.
  • Instituting procedures that allow management to identify those employees rendering service that meets or surpasses guest expectations.
  • Conducting a number of cash integrity procedures during the course of a Customer Perception Analysis to audit and validate in-house cash control systems.
  • Increasing quality service appreciation for the entire staff by developing an awareness program mirroring a hotel's position with customer satisfaction, thereby increasing market share and bottom line results.

 

What We Do

The Customer Perception Analysis (CPA) has been designed to monitor performance in the hospitality industry. We offer you a means to increase market share, maximise profits, and enhance corporate image.

The CPA allows management to monitor the actual quality of service and products experienced or perceived by the consumer while a guest.

Our database for a standard CPA tests over 2656 guest contact points. The data are collected in an in-house survey over a 72-hour period and then analysed immediately to measure service and performance levels in all departments. We provide an in-depth report on your operation's strengths and weaknesses by department and compare it with your competitors. You will have access to information on:

  • Where your organisation can make adjustments in service and product to maximise customer satisfaction;

  • Comparisons of hotel services with market competitors;

  • Hotels strengths and weaknesses;

  • Verefication/audit of in-house cash control systems;

  • Indicators as to where the bottom-line can be improved.

  • An action plan that has extracted all components of guest service that have obtained less than 20% guests' satisfaction, the formatting of this plan allows the management team to adjust and prioritise the action plan.

 

Contact Information

New site under development

Expected completion March 2004