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GAP Analysis International

Report Format/

The GAP Analysis report format is made up of four different parts:

  1. The Scripts - wherever a telephone conversation takes place (i.e. reservations, room service, conference sales enquiry) the call is taped and then transcribed so that the client is able to see the exact conversation that took place between the consultant and the employee.
    See sample

  2. The Standards - the largest part of the report consists of 1,300 standards marked in the 28 different departments analyzed. These provide a quantitative analysis for each department assessed, which in turn results in an overall score for the hotel.
    See sample

  3. The Narrative - following each departmental quantitative assessment, a qualitative narrative summary is given which provides observations of the agent's overall experience as well as specific detail (i.e. names of employees) leaving no gray areas of interpretation.
    See sample

  4. Photographs - during the inspection digital photographs are taken where possible such as before and after the housekeeping servicing of the room. This gives the hotel additional information in the form of a visual record.