Performance Rating Assessment and In-Depth Service Evaluation ( PRAISE® )
The "PRAISE® HOTEL RATING SYSTEM” is a unique quantitative system developed and created by Hotel Evaluations for the purpose of evaluating and assessing a hotels' facilities, services and customer service, from a paying guest’s point of view. Evaluation teams actually stay at a hotel as paying guests and independently evaluate the hotel’s facilities, services and customer service by completing a PRAISE® Rating Assessment of the hotel. PRAISE® Rating Assessments are undertaken without the knowledge of the hotel’s front of house staff (front line staff).
Appraisers, using the PRAISE® System, evaluate up to thirty areas of the hotel. These include, for example, Telephone Reservation, Check in, Check out, Room Service, Luggage on arrival and departure, Staff Customer Service and Facilities such as the Hotel Room, Restaurant, Pool, Business Centre, Car Parking etc. The system then rates and categorises points awarded (out of one hundred) for individual areas using our PRAISE® Rating Scale:
An overall rating for the hotel is then determined using this scale, from the total aggregate of points awarded, in all categories, expressed as a percentage of the total points available. Points awarded are also grouped into our five PRAISE® Rating Sub Groups, Customer Service, Facilities & Inclusions, Food & Beverage, Security & Safety and Room Satisfaction and expressed as a percentage of the total points available in each Sub Group.
Our Customer Service Sub Group is an aggregate of all points awarded across all areas of the hotel that relate to staff customer service and hotel services, for example porter service and concierge services.
The Facilities & Inclusions Sub Group is an aggregate of all points awarded across all areas of the hotel that relate only to the hotels' physical amenities and inclusions, for example the pool, gymnasium and our room.
The Food & Beverage Sub Group is an aggregate of all points awarded for the food & beverage consumed during our stay and also includes menu and buffet inclusions.
The Security & Safety Sub Group is an aggregate of all points awarded across all areas of the hotel that relate only to security & safety, for example the presence of security cameras and electronic door locks.
Our final Sub Group of Room Satisfaction is a combination of points awarded for room and bathroom inclusions, overall room and bathroom size, cleanliness and housekeeping and views from our room.
To view an Example of a PRAISE® Rating Assessment Report click here.
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