Products And Services

Service is the key to success!
View of a solitaire diamond rating
Properties are assessed on their Facilities and Inclusions, Services and Amenities, Room and Room Satisfaction, Cleanliness and Maintenance, Food and Beverage, Safety and Security and Staff Customer Service.

Six Solitaire

The ultimate in quality and hospitality. A Six Solitaire property represents the epitome in luxury facilities and services. Properties must meet and maintain an impeccable standard of service while delivering an exceptional experience that exceeds guest expectations.

Five Solitaire

Exceptional quality and hospitality are the hallmarks that define and distinguish a Five Solitaire property. Luxury facilities and services are standard features. Properties must meet and maintain a very high standard of service while delivering an experience that fulfils guest expectations. 

Four Solitaire

Well-appointed with up-scale facilities, services and enhanced amenities. Four Solitaire properties provide comfort and cleanliness and a good standard of service.

Three Solitaire

Three Solitaire properties provide comfort and cleanliness with basic facilities and a satisfactory standard of service.

Objective Assessments for Australian Hotels

Hotel Evaluations system for evaluating a Hotel's facilities, services and customer service is called PRAISE ®, which stands for Performance Rating Assessment and In-depth Service Evaluation. Our PRAISE ® hotel assessment matrix accurately and objectively assesses hotels, unlike other methods, which can be subjective and don't assess hotel service or staff performance.

PRAISE ® Hotel Assessments:

Are you looking for an independent, in-depth evaluation of your hotel and the overall guest experience it provides? One that includes the hotel's facilities, food and beverage, services and most importantly, the guest service experience provided by your associates? If that's the reason your search has brought you to this page then please read on. Your search has ended

PRAISE ® Hotel Assessments were developed to standardise our evaluations of hotels and serviced apartments. Up to 30 individuals areas are evaluated, with PRAISE ® Hotel Assessments encompassing the overall results of over 1000 individual criteria, including a detailed analysis of staff customer service performance.

PRAISE ® Hotel Assessments are based upon our PRAISE ® Hotel Rating System, which is a unique quantitative system developed and created by Hotel Evaluations for the purpose of evaluating and assessing a hotel's facilities, food and beverage, services and staff customer service, from a paying guest's point of view. In order to complete a PRAISE ® Hotel Assessment, evaluation teams actually stay undercover at a hotel as paying guests and independently evaluate the hotel stay, focusing on facilities, food and beverage, services and staff customer service. PRAISE ® Hotel Assessments are undertaken without the knowledge of the hotel's front of house staff. They can be undertaken as one or two night undercover stays and include options for 10, 20 or 40 minimum staff interactions.

PRAISE ® Hotel Assessment Reports are in the form of statistical and empirical data comprising spreadsheets, tables and charts, and have proven to be an invaluable tool for benchmarking the guest's hotel experience, and the quality and standard of the hotel, over time.

In line with our continuous improvement program our PRAISE ® Hotel Rating System is reviewed annually to incorporate changes recommended by our evaluation teams and to reflect industry best practice.

Assessment results are usually available within 21 days of our stay.


PRAISE ® Staff Assessments:

Steps to Success

Please take a moment to consider the following.

Do you know which of your front of house associates:
  • Provide friendly, polite, efficient & professional service to your guests?
  • Up sell your guests?
  • Up service your guests?
  • Exceed your guests expectations?


Do you know:
  • The greetings they use?
  • The terms they use?
  • The parting statements they use?
If you don't, it could be because you lack an accurate and effective tool to measure all of the above. Hotel Evaluations can help you to find out. Our PRAISE ® Staff Assessments will provide you with answers to all of these questions and much more.

Improving Customer Service

Are you focused on improving customer service within your hotel? Can you do more? Our PRAISE ® Staff Assessments will change the way you measure service, and they will focus your associates on achieving service excellence. They will help you to increase sales and revenue by improving guest satisfaction, guest loyalty and repeat business and they will help you to reduce negative on-line reviews and increase positive on-line reviews. PRAISE ® Staff Assessments have been designed to define and assess the current guest service experience at your hotel, and to provide you with cutting edge metrics analysis of every aspect of that guest service experience. They turn opinions into facts and they will empower you with the knowledge you need to guide your associates to achieve their full potential, to be the best they can be. Your associates and your guests will experience the benefits and your hotel will be rewarded for providing excellent guest service and true value for money.

Focusing On Key Performance Indicators

PRAISE ® Staff Assessments were developed to provide hoteliers with a comprehensive analysis of staff interactions and to measure and quantify hotel staff guest service standards.
This analysis includes detailed information on the following staff key performance indicators:
  1. Greetings.
  2. Friendliness.
  3. Politeness.
  4. Professionalism.
  5. Product Knowledge.
  6. Efficiency.
  7. Exceeded Expectations.
  8. Appearance.
  9. Parting Statements.
  10. Up Selling & Up Servicing.

How Do Staff Assessments Work?

PRAISE ® Staff Assessments are undertaken without the knowledge of the hotel's front of house staff. They can be undertaken as one or two night undercover stays and include options for 15, 25 or 40 minimum staff interactions. PRAISE ® Staff Assessment reports are in the form of statistical and empirical data comprising spreadsheets, tables and charts, and have proven to be an invaluable tool for benchmarking staff performance over time. Assessment results are usually available within 21 days of our stay.

Brand Assessments

Hotel Evaluations also provides a service that tests a hotel's own front of house systems, including brand testing and internal standard assessments. Hotels only need to provide us with information on the brand standard or system they require tested. We will then custom design a report and complete a Mystery Shop of the hotel measuring brand standard compliance. For more information on any of our products or services, please don't hesitate to contact Hotel Evaluations today. 

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