Elevate Your Guest Experience

Elevate Your Guest Experience to

to

✦ Astounding Heights

At TheAstoundGroup, we specialize in creating service quality culture, delivering tailored quality diagnostic reviews, and offering guest engagement workshops. Our goal is to assist companies in enhancing their service culture, setting industry standards, and ensuring ✦ Astounding guest engagement that will drive

success in business.

Over 50+ Customers & Companies Trust Us.

Explore Our Services

Explore Our Services

Explore Our Services

We Helped Hotels

We Helped Hotels achieve

achieve

✦ Astounding Success

+25%

Customer Satisfaction Ratings

+25%

Customer Satisfaction Ratings

+25%

Customer Satisfaction Ratings

30%

Reduction in service recovery time

30%

Reduction in service recovery time

30%

Reduction in service recovery time

50+

Successful quality improvement projects completed

50+

Successful quality improvement projects completed

50+

Successful quality improvement projects completed

Where intelligence meets the

Where intelligence meets

Wisdom of Analysis

Our Mission

To empower businesses with the tools and insights needed to create unforgettable customer experiences and achieve operational excellence.

Paul Samuel Roa

CEO & Principal Consultant

30+ Years in Hospitality

With 30 years of experience in the hospitality industry, including pivotal roles at The Ritz-Carlton Hotel Company and Shangri-La Hotels and Resorts, Paul brings unparalleled expertise in quality diagnostics, service excellence, and customer engagement.

Quality Diagnostic Reviews

Product and service evaluations, social media/guest survey integration meetings, events and group sales efficiencies

Service Quality Training & Cultural Development

Guest Engagement, Guest problem handling, Quality Improvement Tools, Training and Certification

Hear From Our Satisfied Clients:

Real Stories of

✦ Astounding Success

“All the team spoke highly of you!!! They loved having you give them the training.” - Dan Novelly, General Manager

“All the team spoke highly of you!!! They loved having you give them the training.” - Dan Novelly, General Manager

“All the team spoke highly of you!!! They loved having you give them the training.” - Dan Novelly, General Manager

"Thank you for the great work, Paul. The entire team is excited to roll out the Service Values, Commitments and Standards, and now have the foundation for consistency and excellence in service moving forward." - Pamela Mathiowetz, Vice President, Operations

"Thank you for the great work, Paul. The entire team is excited to roll out the Service Values, Commitments and Standards, and now have the foundation for consistency and excellence in service moving forward." - Pamela Mathiowetz, Vice President, Operations

"Thank you for the great work, Paul. The entire team is excited to roll out the Service Values, Commitments and Standards, and now have the foundation for consistency and excellence in service moving forward." - Pamela Mathiowetz, Vice President, Operations

"The energy and knowledge you shared during the 4 sessions yesterday was outstanding. Feedback from the team is positive and I can feel a renewed spirit of engagement." - Pamala Krenshaw, General Manager

"The energy and knowledge you shared during the 4 sessions yesterday was outstanding. Feedback from the team is positive and I can feel a renewed spirit of engagement." - Pamala Krenshaw, General Manager

"The energy and knowledge you shared during the 4 sessions yesterday was outstanding. Feedback from the team is positive and I can feel a renewed spirit of engagement." - Pamala Krenshaw, General Manager

"It was a pleasure to meet you and thank you for the work well done.." - Roberto Perico, Vice President, Operations

"It was a pleasure to meet you and thank you for the work well done.." - Roberto Perico, Vice President, Operations

"It was a pleasure to meet you and thank you for the work well done.." - Roberto Perico, Vice President, Operations

"Thank you Paul – I was beyond impressed and look forward to continuing the partnership with you!" - Tony Roumph, Area Managing Director

"Thank you Paul – I was beyond impressed and look forward to continuing the partnership with you!" - Tony Roumph, Area Managing Director

"Thank you Paul – I was beyond impressed and look forward to continuing the partnership with you!" - Tony Roumph, Area Managing Director

"Paul's comprehensive overview and tailor-made strategy led to overall Customer Experience improvements in all our properties." - Klara Šoštarić, Mag.oec, Corporate Director of Quality

"Paul's comprehensive overview and tailor-made strategy led to overall Customer Experience improvements in all our properties." - Klara Šoštarić, Mag.oec, Corporate Director of Quality

"Paul's comprehensive overview and tailor-made strategy led to overall Customer Experience improvements in all our properties." - Klara Šoštarić, Mag.oec, Corporate Director of Quality

"It was an amazing experience working with TheAstoundGroup to create our service values, commitments, and standards. As part of the leadership team at The 33 Seaport Hotel, I can truly say our employees have gained valuable insights and training on providing exceptional service to our guests and internally with each other. Our guest survey scores and social media impressions have increased significantly since our training and we have you and your team to thank you for that." - Ayodele Richards, Director of Operations, 33 Hotel, New York City, Seaport

"It was an amazing experience working with TheAstoundGroup to create our service values, commitments, and standards. As part of the leadership team at The 33 Seaport Hotel, I can truly say our employees have gained valuable insights and training on providing exceptional service to our guests and internally with each other. Our guest survey scores and social media impressions have increased significantly since our training and we have you and your team to thank you for that." - Ayodele Richards, Director of Operations, 33 Hotel, New York City, Seaport

"It was an amazing experience working with TheAstoundGroup to create our service values, commitments, and standards. As part of the leadership team at The 33 Seaport Hotel, I can truly say our employees have gained valuable insights and training on providing exceptional service to our guests and internally with each other. Our guest survey scores and social media impressions have increased significantly since our training and we have you and your team to thank you for that." - Ayodele Richards, Director of Operations, 33 Hotel, New York City, Seaport

Get Started on Your Journey to Excellence

Fill out the form below to schedule your complimentary consultation with TheAstoundGroup.

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TheAstoundGroup © 2024 All rights reserved.

Get Started on Your Journey to Excellence

Fill out the form below to schedule your complimentary consultation with TheAstoundGroup.

Home

Services

Clientele

Testimonials

TheAstoundGroup © 2024 All rights reserved.

Get Started on Your Journey to Excellence

Fill out the form below to schedule your complimentary consultation with TheAstoundGroup.

Home

Services

Clientele

Testimonials

TheAstoundGroup © 2024 All rights reserved.