We offer resources and services to our local hospitality industry partners, including assistance with quality management initiatives through:
- Secret shopper programs
- Presentations to management and staff
- Review of service standards
- Development of training tools to support the delivery of quality service
Thank you to the Sea Pines Resort, The Beach House Resort, and Palmetto Dunes Resort for allowing our HRTM B330 (Quality Evaluation and Management for Hospitality) students to continue their experiential learning through secret shopping and quality management reporting.
Thank you, also to The Bank Beergarden for being the subject of our case study for our HRTM B490 (Hospitality Management Strategies) course in our Fall 2023 semester.
Most projects include some or all of the following objectives:
- Assess the customer experience in relation to industry norms and standards.
- Provide regular feedback using consistent, objective measures.
- Offer suggestions on improvement.
- Develop tools to enhance in-house training for new and existing staff with the goal of improving service quality and guest satisfaction.
Complimentary
Consulting services are typically provided at no cost through The Center, which is funded through the local accommodations tax managed by the Town of Hilton Head Island. Please note that all expenses, gratuities, taxes and other fees incurred during secret shopping audits and property inspections must be reimbursed in full.
Next Steps Please contact Su Gibson at gibsonsl@uscb.edu with questions or to arrange a meeting to discuss your quality management goals and needs.
Client List
- Bayley’s Bar & Terrace
- Big Jim's BBQ, Pizza, & Catering
- Black Marlin Bayside Grill
- Charbar Co
- Coast Oceanfront Dining
- Frankie Bones Restaurant
- Fraser's Tavern
- Guiseppi’s Pizza & Pasta
- Harbourside
- Harbour Town Bakery and Cafe
- Healthy Habit
- Heavenly Spa, Westin
- Heyward’s Restaurant
- Holy Tequila
- Links, An American Grill
- Marleys Island Grille
- Marleys Shrimp & Burger Shack
- One Hot Mamma’s American Grille
- The Porch
- Poseidon
- Skull Creek Dockside
- Skull Creek Boathouse
- Sweet Cane Bar & Grille
- The Sea Pines Racquet Club
- The Sea Pines Resort Golf Pro Shop
- The Tiki Hut
- WiseGuys Restaurant & Lounge