The Accommodation Association’s National Accommodation Industry Awards for Excellence are one of the only annual accommodation awards to incorporate a true mystery guest component in their judging process. The Awards are judged in equal parts by a written submission and a mystery guest assessment.
Stage 1 – Written Submission 50%
Submissions are read and assessed by all participating judges. Each response is scored by the judges and totalled to determine a percentage average. The judges provide constructive feedback on responses, which is available to entrants following the gala awards dinner.
Stage 2 – The Mystery Guest Assessment 50%
The Accommodation Association liaises with partner company KPI Hospitality Services to arrange a mystery guest assessment for all entrants competing in property categories. Properties are assessed on up to nine aspects of customer service (modules). A detailed mystery guest report is prepared and sent to properties following the gala awards dinner.
Stage 3 – Winners Are Determined
Scores from the submission and mystery guest assessment are totalled to determine overall winners in each category.
Stage 4 – Audit
the Accommodation Association completes an audit of the scores with the assistance of Mazzcorp Partners - Accountants and Business Consultants.
Meet the Judges
 |
John Atkin – Chair of the Judges
John has over 40 years experience working in senior management and executive positions for NSW & QLD state rail. In 2001 John retired to take up ownership of The Falls Rainforest Cottages on the Sunshine Coast. John is actively involved in the tourism industry through elected positions as Deputy Chair of Tourism Sunshine Coast, Director of Queensland Tourism Industry Council and Vice President of Blackall Range Business & Tourism Association. John has 10 years experience as a tourism awards judge to local, state and national tourism awards.
|
 |
Matthew Clark
Matthew’s hospitality career spans the breadth of the hospitality industry with roles in front of house, management, operations, food & beverage and IT for both domestic and international properties. In 2004 Matthew was recognised with a Judges Commendation for Property Manager of the Year. Matthew has completed a Bachelor’s degree in Business Management and continues to work in the tourism & hospitality industry through his Sales & Account Management role at MICROS-Fidelio. Matthew is also Director and Facilitator for Makery Hospitality Services.
|
 |
Jerry Bour
With more than 35 years experience in hospitality, Jerry has worked with many organisations including the National Reservations Centre for Small Hotels in Holland, Country Comfort Motels, Jetset Tours Australia Pty Ltd and Jardine Matheson Pty Ltd. Jerry’s strong background in management, marketing and human resources has been essential in establishing his own consultancy and coaching business, ProActive Business Support Pty Ltd. In addition to serving on the the Accommodation Association Board, Jerry is a Board Member for Tourism Industry Council NSW and the Hospitality Training Network.
|
Don't stop at just one Mystery Guest Assessment..........
 |
The Accommodation Association Mystery Guest Service offers standout accuracy, detail and value for money. Each Mystery Guest Report features a detailed visit commentary of 500+ words per module and highly communicative graphics showing the trends of individual property. These reports are built to the client’s specifications with provisions for minimal reworking on the client’s part in presenting reports directly to their teams. Individual reports are posted online and secured by password allowing for authorised access only.
• Discrete service assessments
• Expansive commentaries
• Detailed team member interactions
• Comprehensive feedback
• Qualified and experienced assessors
• Standout value
For more information contact the Accommodation Association on 02 8666 9015
|
The Accommodation Association’s National Accommodation Industry Awards for Excellence are one of the only annual accommodation awards to incorporate a true mystery guest component in their judging process. The Awards are judged in equal parts by a written submission and a mystery guest assessment.
Stage 1 – Written Submission 50%
Submissions are read and assessed by all participating judges. Each response is scored by the judges and totalled to determine a percentage average. The judges provide constructive feedback on responses, which is available to entrants following the gala awards dinner.
Stage 2 – The Mystery Guest Assessment 50%
The Accommodation Association liaises with partner company KPI Hospitality Services to arrange a mystery guest assessment for all entrants competing in property categories. Properties are assessed on up to nine aspects of customer service (modules). A detailed mystery guest report is prepared and sent to properties following the gala awards dinner.
Stage 3 – Winners Are Determined
Scores from the submission and mystery guest assessment are totalled to determine overall winners in each category.
Stage 4 – Audit
the Accommodation Association completes an audit of the scores with the assistance of Mazzcorp Partners - Accountants and Business Consultants.
Meet the Judges
|
John Atkin – Chair of the Judges
John has over 40 years experience working in senior management and executive positions for NSW & QLD state rail. In 2001 John retired to take up ownership of The Falls Rainforest Cottages on the Sunshine Coast. John is actively involved in the tourism industry through elected positions as Deputy Chair of Tourism Sunshine Coast, Director of Queensland Tourism Industry Council and Vice President of Blackall Range Business & Tourism Association. John has 10 years experience as a tourism awards judge to local, state and national tourism awards.
|
|
Matthew Clark
Matthew’s hospitality career spans the breadth of the hospitality industry with roles in front of house, management, operations, food & beverage and IT for both domestic and international properties. In 2004 Matthew was recognised with a Judges Commendation for Property Manager of the Year. Matthew has completed a Bachelor’s degree in Business Management and continues to work in the tourism & hospitality industry through his Sales & Account Management role at MICROS-Fidelio. Matthew is also Director and Facilitator for Makery Hospitality Services.
|
|
Jerry Bour
With more than 35 years experience in hospitality, Jerry has worked with many organisations including the National Reservations Centre for Small Hotels in Holland, Country Comfort Motels, Jetset Tours Australia Pty Ltd and Jardine Matheson Pty Ltd. Jerry’s strong background in management, marketing and human resources has been essential in establishing his own consultancy and coaching business, ProActive Business Support Pty Ltd. In addition to serving on the the Accommodation Association Board, Jerry is a Board Member for Tourism Industry Council NSW and the Hospitality Training Network.
|
Don't stop at just one Mystery Guest Assessment..........
|
The Accommodation Association Mystery Guest Service offers standout accuracy, detail and value for money. Each Mystery Guest Report features a detailed visit commentary of 500+ words per module and highly communicative graphics showing the trends of individual property. These reports are built to the client’s specifications with provisions for minimal reworking on the client’s part in presenting reports directly to their teams. Individual reports are posted online and secured by password allowing for authorised access only.
• Discrete service assessments
• Expansive commentaries
• Detailed team member interactions
• Comprehensive feedback
• Qualified and experienced assessors
• Standout value
For more information contact the Accommodation Association on 02 8666 9015
|