We differentiate ourselves from our competition by taking ownership of the end-to-end customer experience, from the booking process to the check-out. This helps us in ensuring that the customers get a predictable experience each time. Such consistency in experience is not easy to attain and a lot goes into delivering a delightful guest experience time after time. One of the very important processes which is critical to this is the audit of the hotels.

Audits are conducted by Cluster Managers, who we lovingly and aptly call the OYO Supermen. Each OYO Superman takes an oath of delivering superior customer experience when he joins the organization and is available 24×7 to attend to our guests. He engages daily with each of the 30+ OYO hotels that are assigned to him and is empowered by the OYO Cluster Manager App that helps him plan his work.

We believe in measuring customer experience to the smallest of details. Every week the Cluster Manager audits the hotels and each of the rooms on the basis of a detailed questionnaire of over 160 points that determine customer experience.

The audits start by switching on the appliances like AC, TV, geyser to check if these are working properly. The audits also focus on the cleanliness of the room, the efficiency of Wi-Fi, the condition of appliances to the minute details like whether the in-room amenities have been placed at the right place, the beds have been made perfectly, etc.

The audit process is not just a data collection exercise. Every question answered by the Cluster Manager drives a certain action either by the Cluster Manager himself, the hotel owner, the hotel staff, the OYO hospitality training team or by our property management team. For example, if the Cluster Manager finds out that the AC in a certain room is not working, that room is marked as a Black Room in the OYO system and an OYO customer cannot be checked into that room. If the audit results in finding out that the staff of a hotel is not well-groomed, the Cluster Manager immediately triggers an intimation to the OYO Hospitality Training team, who then deploy trainers to the hotel in the next 15 days to ensure that the staff receives proper hospitality training.

To sum it, the audit process carried out by our very own Supermen is one of the most important things that go behind delivering great customer experience.