Independent telephone assessments for guest-facing hospitality departments
Focused Individual Audits
Solum Optimum International conducts discreet, independent telephone assessments of selected guest-facing departments. Each audit examines how prospective guests are assisted before arrival, whether information is accurate and consistent, and whether enquiries are guided confidently towards a booking.
A property can begin with one department, combine two departments, or arrange a consultation for a broader scope. Because the assessment focuses on telephone enquiries, it provides leadership with a practical view of the pre-arrival guest experience without requiring a full on-property audit.
Departments Available for Assessment
The scope is tailored to the departments most relevant to the property and may include:
- Reservations – room availability, rates, policies and booking guidance
- Front Office – general enquiries, arrival information and service ownership
- Food and Beverage – restaurant reservations, menu knowledge and special requests
- Spa and Wellness – treatment enquiries, availability and booking confidence
- Concierge or Guest Services – local guidance, transfers and personalised requests
How the Assessment Works
Over seven to ten business days, SOI conducts four to six discreet guest enquiries with each selected department by telephone. Calls are made at varied times and use realistic guest scenarios that reflect the communication needs of local and international travellers.
- Service knowledge and ownership of the enquiry
- Accuracy and clarity of information
- Confidence across varied accents, questions and guest scenarios
- Response time, follow-up and booking guidance
- Consistency between departments and across repeated enquiries
What Your Leadership Team Receives
Every engagement concludes with a focused Intelligence Report organised by selected department. The report shows where the pre-arrival experience is working, where service or knowledge gaps appear, and what management can address immediately.
- Clear findings for each selected department
- Examples of service strengths and material gaps
- Prioritised operational recommendations
- Confidential leadership debrief
- Optional follow-up assessment to measure improvement
Package Investment
South Africa
- One department: From R6,500 ZAR
- Two departments: R10,500 ZAR
- More than two departments: Consultation required
International
- One department: From US$650
- Two departments: US$1,050
- More than two departments: Consultation required
Standard international assessment call costs are included. Broader or more complex scopes are discussed and confirmed before the assessment begins.
Begin with a Private Introductory Meeting
The first conversation is concise and confidential. It confirms the departments to be assessed, the required guest scenarios, preferred timing and the appropriate reporting contact.