FAQ

What is an GDI Assessment?

A GDI (Guest Delight International) Assessment is a comprehensive evaluation method to measure and assess the overall guest experience at a hotel. This assessment focuses on the factors that contribute to guest satisfaction, loyalty, and delight.

The GDI Assessment typically includes:
→ Service Quality: This involves evaluating the hotel’s service by assessing staff responsiveness, friendliness, professionalism, and their ability to establish an emotional connection with guests. It includes how effectively staff address guest needs, create a warm and welcoming atmosphere, and make guests feel valued and cared for throughout their stay, fostering a positive emotional experience that enhances overall satisfaction.

→ Amenities and Facilities: Reviewing the quality, availability, and condition of the hotel’s amenities and facilities, such as rooms, dining options, recreational areas, and other guest services.

→ Brand Standards Compliance: Ensuring that the hotel adheres to the brand’s standards in delivering a consistent and high-quality experience across all touchpoints.

→ Overall Guest Experience: Assessing how well the hotel meets or exceeds guest expectations, including the ambiance, cleanliness, and overall atmosphere of the property. The GDI Assessment helps hotels identify areas of strength and opportunities for improvement, enabling them to enhance the guest experience, improve brand loyalty, and increase overall guest satisfaction.

How long does an assessment take?

The duration of an assessment can vary depending on the size of the property, the scope of the assessment, and the property’s specific demographics. Typically, a standard hotel mystery quality assurance assessment can take anywhere from one to three days. However, if the majority of guests book longer stays—such as seven nights—our auditor will match this duration to remain incognito and provide an authentic guest experience. This allows us to thoroughly evaluate all key aspects of the hotel’s operations, including service quality, amenities, compliance with brand standards, and the overall guest experience. For larger properties or more comprehensive assessments, the process may take longer to ensure a detailed and accurate assessment. Additionally, after the on-site assessment, we require a few days for report preparation and analysis.

Will our staff be informed of the assessment?

No, your staff will not be informed of the assessment in advance. To ensure the authenticity and effectiveness of the audit, our assessments are conducted covertly. This means that our auditors will blend in as regular guests, allowing us to observe and evaluate the true quality of service, adherence to brand standards, and the overall guest experience without any influence from staff awareness. This approach helps us provide you with an accurate and unbiased assessment of your hotel’s operations.

What areas do GDI Assessments cover?

GDI (Guest Delight International) Assessments cover a comprehensive range of areas that are crucial to delivering an exceptional guest experience. These typically include:

Service Quality: Evaluating the responsiveness, friendliness, professionalism, and emotional connection of staff across all guest touchpoints.
Room and Accommodation Standards: Assessing the cleanliness, comfort, maintenance, and amenities of guest rooms and suites, ensuring they meet brand standards.
Food and Beverage Services: Reviewing the quality, presentation, variety, and service in restaurants, bars, room service, and other dining options.
Facilities and Amenities: Inspecting the condition and availability of hotel facilities such as the fitness center, spa, pool, business center, and other recreational areas.
Guest Interaction Points: Observing the ease and efficiency of processes like check-in, check-out, concierge services, and handling of guest inquiries and requests.
Brand Standards Compliance: Ensuring that all aspects of the hotel’s operations, from service delivery to physical environment, align with the established brand standards.
Overall Guest Experience: Assessing the holistic guest experience, from arrival to departure, to identify strengths and areas for improvement that impact guest satisfaction and delight.

In addition to these standard areas, we also cover customized areas based on the client’s specific requests. If the hotel offers any special experiences or unique services, these will be thoroughly assessed as well to ensure they meet guest expectations and enhance the overall experience.

How often should we schedule assessments?

The frequency of assessments depends on your hotel’s specific goals and needs. However, we typically recommend scheduling GDI Assessments at least twice a year to ensure consistent quality and adherence to brand standards. Regular assessments allow you to identify areas for improvement, monitor the effectiveness of any changes implemented, and ensure that your hotel continues to deliver a high level of guest satisfaction.

For hotels that undergo frequent changes, such as seasonal shifts in staff or services, more frequent assessments—such as quarterly—may be beneficial. Additionally, if you are implementing new services, facilities, or undergoing significant renovations, an assessment before and after these changes can provide valuable insights.

Ultimately, the ideal frequency will depend on factors such as the size of your property, the complexity of your operations, and your strategic objectives. We can work with you to develop a customized assessment schedule that aligns with your specific needs.

Who conducts GDI Assessments?

GDI Assessments are conducted by our team of experienced hospitality professionals who specialize in hotel quality assurance and brand standards. Each member of our assessment team has a strong background in the hospitality industry, with extensive experience in luxury hotel operations, guest services, and quality management.

Our assessors are trained to observe and evaluate every aspect of the guest experience with a keen eye for detail. They conduct assessments incognito, blending in as regular guests to ensure an authentic and unbiased evaluation of your hotel’s operations.

In addition, our team stays up-to-date with the latest industry trends and brand standards to provide you with the most relevant and actionable insights. This ensures that the assessments are thorough, accurate, and tailored to meet the specific needs of your property.

What happens after an assessment?

After an assessment is completed, our team will compile a comprehensive report detailing the findings of the GDI Assessment. This report will include:

Detailed Observations: A thorough breakdown of the assessment results across all evaluated areas, including service quality, room standards, amenities, and compliance with brand standards.
Strengths and Opportunities: Identification of key strengths that contribute to guest satisfaction, as well as areas where improvements are needed to enhance the overall guest experience.
Actionable Recommendations: Specific, actionable recommendations to address any issues identified during the assessment, along with best practices to maintain or improve your hotel’s performance.
Customized Insights: If any customized areas were assessed based on your request, the report will include targeted insights and feedback related to those aspects.
Follow-Up Support: We will offer follow-up consultations to discuss the findings, answer any questions you may have, and provide guidance on implementing the recommended improvements.

The goal is to help you leverage the insights gained from the assessment to enhance your hotel’s operations, elevate guest satisfaction, and ensure continued alignment with your brand standards.

Where to view the assessment report?

The assessment report will be securely delivered to you via our online client portal. Once the report is finalized, you will receive an email notification with instructions on how to access the portal.

Within the portal, you can view, download, and share the report with your team. The portal also allows you to track the status of any ongoing or past assessments, view historical data for comparison, and monitor the implementation of recommended improvements.

For your convenience, we offer 24/7 support in 37 languages, 365 days a year. If you need any assistance accessing the report or navigating the portal, our dedicated support team is always available to help.

What are the typical charges for an assessment?

The charges for an assessment can vary depending on several factors, including the size and complexity of the property, the scope of the assessment, the duration of the stay required for the assessment, and any customized areas you wish to include.

Typically, our pricing structure is tailored to your specific needs, ensuring that you receive a comprehensive assessment that aligns with your budget. We offer flexible pricing options, which can range from a flat fee for standard assessments to customized packages based on the level of detail and the specific requirements of your property.

To provide you with an accurate quote, we recommend scheduling a consultation with our team. During this consultation, we’ll discuss your objectives, the specific areas you’d like to focus on, and any unique considerations for your property. Based on this information, we will provide a detailed proposal outlining the costs and scope of the assessment.

Please feel free to contact us to schedule a consultation or request more information about our pricing.

What standards are used for the assessment?

Our assessments are conducted using a comprehensive set of standards that align with industry best practices, brand requirements, and our proprietary GDI Global Standards. These standards include:

Brand Standards: We evaluate your hotel against the specific brand guidelines and standards set by your hotel chain or brand, ensuring consistency in service, quality, and guest experience across all properties.
Industry Best Practices: Our assessments incorporate industry best practices for hospitality, including benchmarks for service excellence, cleanliness, safety, and overall guest satisfaction.
GDI Global Standards: These are unique standards we’ve developed from our extensive experience working with hotels around the world. The GDI Global Standards reflect true hospitality and are designed to be followed by all hotels. They are customized based on hotel category, location—such as restricted religious areas or destinations like the Maldives where specific standards apply—and property type, including all-inclusive resorts.
Regulatory Compliance: We also ensure that your hotel is compliant with relevant local, national, and international regulations, including health and safety standards.
Customized Criteria: If your hotel has specific areas of focus or unique services, we can include customized criteria in the assessment to address these aspects, ensuring a thorough evaluation that meets your specific needs.

By using these diverse and comprehensive standards, we provide a detailed and accurate assessment that helps you maintain high levels of quality, compliance, and guest satisfaction.

How to become a consultant with GDI?

To become a consultant with GDI, we seek individuals who possess a strong background in the hospitality industry, particularly in areas such as hotel management, guest services, quality assurance, and brand standards. Here’s how you can apply:

Review Qualifications: Ensure you meet the qualifications, including substantial experience in the hospitality industry, a deep understanding of hotel operations, and a track record of delivering high-quality service. Experience with luxury or boutique hotels is a plus.
Submit Your Application: You can apply by sending your CV and a cover letter to info@gdiworldwide.com. In your cover letter, outline your experience and what you can bring to GDI. If your profile meets our internal criteria, we will contact you to discuss the next steps.
Interview Process: If your application meets our criteria, we will invite you for an interview. This may include multiple rounds of interviews to assess your skills, industry knowledge, and cultural fit with GDI.
Training and Onboarding: Successful candidates will undergo a comprehensive training program that includes learning our GDI Global Standards, assessment methodologies, and the unique needs of our clients. This training ensures you are fully equipped to deliver exceptional quality assurance services.
Start Consulting: Once trained, you will be integrated into our team of consultants and begin conducting assessments, working with our clients to help them achieve the highest standards of hospitality.

If you’re passionate about hospitality and eager to make a difference in the industry, we encourage you to apply and join our global team of experts.