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In addition, tying hotel management's pay to the result of such anonymous audits is seen by many as a questionable practice. Let us recall quickly how traditional Quality Assurance typically works: Anonymous 45-hour audit executed by a professional inspector; Checking 800 - 1,200 boxes (yes, no, n/a) covering all departments relevant to the guest experience; Focusing on facilities, service quality, and EQ (emotional intelligence); Disclosing the nature of the hotel stay to the GM upon departure; Commissioned by the hotel operator's head office. For many hotel companies, the major selling, or for that matter, buying argument appears to be benchmarking, which necessitates a standardised approach in order to facilitate comparing results with a hotel's peer group. This, at the same time, is also the major weakness, a uniformist, one-size-fits-all and lowest-common-denominator approach that does not serve the purpose—at least for individual, differentiating value-propositions, especially for high-end 5-star+ brands that aspire to exceed. Furthermore, what exactly is the value of finding out that a hotel, for example, scored 1.88% higher or lower than another hotel? In general, why would an operator work with the same advisor as its competitors in the first place, in what should be the core competence, delivering quality that reflects each property's unique DNA? This, obviously, assumes that the operator believes such a DNA exists. One conclusion is that this uniformist approach to quality contributes to the fact that most luxury hospitality brands lack differentiation and therefore are interchangeable in the guests' eyes. As always, a few exceptions prove the rule. In addition, many inspectors have to work their way through two checklists of standards during an audit, one for the third-party Quality Assurance provider and another for the brand. As this equates to roughly one box checked every minute, how on earth is the inspector supposed to grasp and inhale the very essence of a hotel's offering, DNA, or value proposition? How can he or she accurately observe and assess the critical human interaction between employees and guests under such time pressure? Doesn't this push the inspector into being a box-checker, similar to a book-keeper? In light of the currently dire economic situation and lukewarm outlook, coupled with a sub-par approach to what should matter most to high-end products—quality—what could be a practicable solution for those brands wanting to stand out? Here's a suggestion for Quality Assurance 3.0: Stay longer than 45-hours, spend more time on what really matters; focus on the human interaction, guest engagement as the key aspect, and service quality; Let the facilities take a back seat, i.e. just summarize strengths and weaknesses, as the hoteliers typically are fully aware of their property-related deficiencies; Jettison the 800+ standards, the need to tick boxes, as it prevents the inspector from performing properly. Having said this, a useful set of standards needs to be embedded in the inspector's head, serving as a reminder or mnemonic device—a useful set of standards being up-to-date, detailed, not a lax, feel-good standardisation—that enables the inspector to gauge accurately the aspirations of companies in search of true excellence and without reference to the competition. This non-standardised approach would be reflective first and foremost of a brand's demanding and ever evolving clientele, not of the clientele of another brand or the brand's past clientele and its expectations.


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WINDSOR, Conn. — The NAACP along with Windsor town council members and state representatives including Lt. Gov Susan Bysiewicz held a press conference on Friday after a noose was found and similar incidents were reported at an Amazon construction site in April.  Local leaders expressed their absolute discussion and anger at the noose being found at the site. Lt. Bysiewicz said she and Gov. Ned Lamont will do everything they can to help with the investigation while condemning the incidents.  Police released a brief update Friday regarding their investigation into the noose that was found. Officers first responded to the construction site on April 27 after receiving a suspicious activity complaint. A construction supervisor told police a safety team documented the incident, removed and threw away the noose. A viewer sent FOX61 News a photo of the apparent noose. Police confirmed the rope in the photo was the one under investigation. Noose found at Amazon warehouse in Windsor on April 27. Police said an email was sent out to all the employees telling them of the incident. Police added the area where the noose was found is not monitored by surveillance cameras and hundreds of employees from multiple companies have access to it.  Officers for beginners said there are not any leads or suspects at this time.  "We don't tolerate that. Certainly not today, certainly not today," Police Capt. Andrew Power told FOX61 News. "We want to find out who did it and the motivation behind it." On April 28, police again responded to the this contact form second report of a rope thrown around a beam.