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.
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 Crenshaw, 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 Crenshaw, 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 Crenshaw, 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
"I just want to extend my heartfelt thanks to each of you for participating in the recent facilitator workshop. I personally found Paul Roa training to be incredibly beneficial, as it addressed both the challenges and strengths within our team. The learning tools we explored have a significant impact on our collective journey, and I believe they resonate with the core values of our hearts. I’m confident that together, we can implement the necessary changes to enhance morale throughout the hotel, making it an even more positive environment for everyone and our end of year survey will hopefully reflect our efforts in leading." - Courtney Brookes-Bell, Director of Human Resources
"I just want to extend my heartfelt thanks to each of you for participating in the recent facilitator workshop. I personally found Paul Roa training to be incredibly beneficial, as it addressed both the challenges and strengths within our team. The learning tools we explored have a significant impact on our collective journey, and I believe they resonate with the core values of our hearts. I’m confident that together, we can implement the necessary changes to enhance morale throughout the hotel, making it an even more positive environment for everyone and our end of year survey will hopefully reflect our efforts in leading." - Courtney Brookes-Bell, Director of Human Resources
"I just want to extend my heartfelt thanks to each of you for participating in the recent facilitator workshop. I personally found Paul Roa training to be incredibly beneficial, as it addressed both the challenges and strengths within our team. The learning tools we explored have a significant impact on our collective journey, and I believe they resonate with the core values of our hearts. I’m confident that together, we can implement the necessary changes to enhance morale throughout the hotel, making it an even more positive environment for everyone and our end of year survey will hopefully reflect our efforts in leading." - Courtney Brookes-Bell, Director of Human Resources
TheAstoundGroup © 2024 All rights reserved.
TheAstoundGroup © 2024 All rights reserved.
TheAstoundGroup © 2024 All rights reserved.