Business Consultants, Quality Assurance (EQR) assessments, QHA Clean Certification & Mystery Shopping. Our Mission QHA, First Impressions Last (QHA) – We are dedicated to providing Emotional Quality Response (EQR) and Quality Assurance (QA) assessments with a specific purpose in mind – the improvement of staff engagement, retention, attraction which translates into higher customer recognition and satisfaction. This in turn increases company revenues and profitability. We further show how your product is perceived and experienced by your staff, managers & customers. Overview QHA strives to work with your current standards and provide custom insight in how you can move ahead of your competition. The QHA process will provide all clients with a comprehensive report measuring important aspects of staff engagement and customers’ experiences based on set standards for your business, property or providing standards and the necessary training. These announced or anonymous assessments are confidential information that will allow our clients the opportunity to find areas of excellence, and areas of opportunity in both service and property enhancements. One of our tools is to put ourselves in your customers’ “shoes”. This is a very effective way to get measure current processes and implement improvement strategies for your valued product and services assisting in maintaining high standards of operations. Our Team The QHA team is a comprehensive blend of hotel​/​business operations, sales, security, food and beverage and software industry expertise. Keith Fisher – Over 34 years of management experience in strategic industries; Luxury Hotels, Strata Operations and Sales at notable properties as the Fairmont, Pan Pacific and La Casa Lakeside Cottage Resort. Tom Houston – Multi disciplinary experience including: Food and Beverage leadership, Client services, and security services. He has also worked with all types of business formats (Fortune 500 companies, not for profit, owner​/​operators, etc.). We further have 8 consultants with manager operational experience in some of the top leading exclusive premier hotels.

Areas of Expertise

1. Provide critical information to assist in adding value and to improve your revenues and profitability. 2. Profile areas of Service Excellence (EQR) and business (QA) that exceed expectations. 3. Profile Staff that exceeds expectations (EQR). 4. Provide (EQR) assessments for staff engagement, retention and attraction. 5. Opportunities to enhance customer service through (EQR). 6. Opportunities to enhance guest services through standard operating procedures and training. 7. Review internet presence through website, social media and TripAdvisor

Brand Experience

Best Western, PCH, Marriott, Coast Hotels

Service Area

US and Canada