The International Guest Certified Organisation for Hospitality Quality (ICG) strives to use the resources at its disposal sensibly and economically to keep costs low for every participating hotel.
Upon nomination, IGC will levy a one-off registration fee of 799 euros, to cover administrative costs and system charges.
In return, you will receive the first batch of feedback on service quality and hospitality in the very first quarter. This lets you put optimisation measures into practice right away, ensuring that resources are efficiently distributed, complaints are avoided, and money is saved.
The IGC requires accommodation vouchers from your hotel so that it can receive guest feedback, which in turn is used to generate recommendations to boost guest satisfaction. The IGC passes these accommodation vouchers to IGC Service Quality Ambassadors who observe the quality of service at the hotel while staying there. These perceptions of service quality are collected via a comprehensive guest survey and feed into IGC Guest Service Quality Feedback. In turn, they are used to inform the recommendations for steps to boost guest satisfaction.
When service quality is observed by IGC Service Quality Ambassadors, this is termed a ‘guest’s-eye-view perception’ by IGC.
The IGC may only pass on the accommodation vouchers for guest's-eye-view perceptions to the IGC Service Quality Ambassadors for a heavily discounted price. However, the proceeds will be sufficient to cover the following expenses:
• Processing and analysis of guest’s-eye-view perceptions
• Quarterly reports on guest's-eye-view perceptions
• Recommendations for improving service quality
• Service quality accreditation
• The International Guest Certified Hotel Award (if the necessary criteria for certification are met)
You are free to choose the period in which the guest's-eye-view perceptions are to take place within the hotel. Ideally, you would select periods when your hotel is not very busy so that you can fill beds that would otherwise be empty. You will not generate any additional income from accommodating the IGC Service Quality Ambassadors, as the accommodation vouchers are passed on to the IGC free of charge. However, additional revenue can be generated if the Ambassadors consume food and drink outside the scope of the accommodation voucher, or if they book other chargeable services.
How many accommodation vouchers are needed for the guest's-eye-view perceptions?
To provide you and your team with important, valuable feedback at regular intervals in terms of how service quality in your hotel is perceived by guests, the IGC organises 2 to 6 guest’s-eye-view perceptions per quarter. You will receive feedback from these guest’s-eye-view perceptions once a quarter in the form of a Quarterly Report. In addition to this report, you will also receive concrete recommendations that you can use to improve your team’s service mentality and reliability. These reports and recommendations will be particularly handy during service quality meetings with your team.
Depending on the size of the hotel in question, the exact number of guest's-eye-view perceptions can vary between 2 and 6 per quarter.
Here's an overview:
000 to 025 beds - 3 guest's-eye-view perceptions
026 to 089 beds - 4 guest's-eye-view perceptions
090 to 200 beds - 5 guest's-eye-view perceptions
201 or more - 6 guest's-eye-view perceptions
A voucher for an IGC guest's-eye-view perception covers seven nights’ accommodation for two people in a double room, including breakfast. You are free to choose when IGC guest's-eye-perceptions take place in your hotel. Ideally, you would select a period when your hotel is not particularly busy, so that you can fill beds that would otherwise be empty. You will not generate any additional income from accommodating the IGC Service Quality Ambassadors as the accommodation vouchers are passed on to the IGC free of charge. However, additional revenue can be generated if the Ambassadors consume food and drink outside the scope of the accommodation voucher, or if they book other chargeable services.
The International Guest Certified Hotel Award team can't wait to receive your hotel's nomination!