“The Best in Class Audit tool” - Case study withing the hospitality industry for maintaining high quality assurance

By Sotirios C Ikonomou


The use of an auditing tool is a powerful method to gage performance levels in any organisation which deals with customer and client service on a daily basis. 


The use of a tool such as the " The Best In Class Audit Tool © ",  allows measurement of employee versus guest interaction, against the specifically developed procedures.

The tool which I have developed allows for both training of first line employees, and also offers incentives for these employees to increase their performance.The company’s main purpose in conducting an internal audit should be to increase the overall service level, as well as the employee’s commitment to the company standards. In addition, there is the added benefit of direct management to be able to identify and recognise those employees that are performing correctly, and are thus the ‘best in class.’  Within that same audit, the management is able to identify those employees performing below standard, and provide extra training or enforce disciplinary action. 

For both parties (Management and subordinates) the use of the tool is motivating and encouraging, and strives for a constant ‘aiming higher’ attitude, with appropriate recognition. The tool has been used successfully within the hospitality industry, specifically at the front desk of hotel. 
Below is a case study from 2009, based on the use of the tool in an IHG property. 

Case study.

All front line employees were trained and instructed to follow the specific rules and standards for the check-in and check-out processes. These principles (rules and standards) were based on the checklists as provided by Mystery Shoppers, Brand Standards and LQA Results (self-evaluation tool).

The performance of the receptionists was evaluated during their shifts, and feedback would be given individually after each check-in and check-out. The evaluation process was structured by the ‘Best in Class’ checklist. The standards and procedures that were missed during the employee’s performance are highlighted, and a score is given. This process then repeats itself for each check-in and check-out during the employee’s shift.  
Each employee is given a minimum of four audits per month. The scores are tallied at the end of each month, and the “Best in Class” performer, meaning the employee with the highest percentage of compliance, is recognised and awarded a prize.  
Throughout the month, charts are on display in the back of house of reception, displaying the employee’s pictures and their current scores. This creates an element of competition in the team.

Below you may find an example of a “Best In Class” chart, displaying the average score of each employee during one month, based on their compliance with given standards. 




Below you may find the individual result of 2 employees, ranked by performance. The results are shown as an average of all scores. In addition, the chart shows the performance increase as compared to the most recent evaluation. 



Employees which, on average, score below 90%, receive intensive training and follow up, to ensure their performance will increase to be in compliance with standards and SOP’s. 

Apart from the employees, all supervisors acting as audit assessors are instructed to be alert, specifically with employees that regularly score on the lower end of the scale. 
 Sample of the arrival experiance Best In Class audit report.


The ultimate test of the tool are visits by mystery shoppers, which are conducted by a variety of third parties as well as the brand itself. If the subsequent report refers to an employee, albeit positive or negative, this is considered as an addition to their “Best In Class” score. 


The tool shows positive results, and has resulted in the increase of the main service attributes of the Front Office department. These attributes are measured through a survey sent to all guests following their hotel stay. The results are as follows:


  • Efficiency of Check-in (Increased by 8 percentage points). 
  • Overall Experience of Check-in (Increased by 5 percentage points)
  • Efficiency of Check-out (Increased by 4 percentage points)
  • Overall Experience of Check-out (Increased by 4 percentage points)



The “Best In Class” auditing tool can be applied to any company with an element of customer service. For these type of organisations, the factor of guest satisfaction is decided by the guest facing employees. The tool guarantees an improvement of this aspect of employee performance, as long as it is performed periodically with appropriate structure. 
Apart from company benefits, the tool clearly allows employees to develop themselves in their current role, and offers preparatory training for their next position. The confidence increases as a result of standard compliance, and motivations is at an all time high due to the element of incentive of the tool. 
In short - the tool offers a guaranteed improvement in work ethic with obvious results in company performance. 
 "The Best In Class Audit Tool "© 2014 Sotirios Ikonomou

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