Lisa, could you share what inspired you to co-found Point Audit, and how your experiences with Marriott and Accor shaped the vision for your company?
The idea for Point Audit was born from a clear market gap: there was simply no dedicated, modern tool to manage operational quality in hospitality. During my years with Marriott and Accor, I saw how critical consistency and guest experience are to brand success.
I wanted to build a platform that would empower hospitality teams to own their quality processes, stay aligned with brand standards, and turn quality into a lever for guest loyalty. That’s how Point Audit came to life: as a solution designed by hoteliers, for hoteliers.
In the transition 'From Standards to Satisfaction,' how do digital audits play a role in elevating quality management within the hospitality sector, and why is it significant for both small and large players?
Digital audits are a game changer in the shift from simply enforcing standards to truly enhancing guest satisfaction. Hospitality remains, in many ways, a very traditional industry, but that’s exactly why digital tools are so essential today !
By modernizing quality processes, digital audits allow teams to spend less time chasing checklists or compiling reports, and more time focusing on what really matters: the guest experience. Whether you're a boutique hotel or part of a global group, having the right tools means being able to track, analyze, and improve operations in real time.
Ultimately, it’s about turning quality into a dynamic, day-to-day practice, not just a box-ticking exercise.
Can you walk us through some tangible examples where digital audits have led to concrete improvements in customer experience within the hospitality industry?
You can't improve what you don't measure. That's one of our core beliefs at Point Audit.
We've seen, for instance, how implementing digital audits helped a hotel identify recurring gaps in room readiness before guest check-ins (issues that were previously slipping through the cracks). By tracking these observations in real time and assigning clear follow-ups, the team reduced guest complaints related to cleanliness by over 30% in just a few months.
In the restaurant world, we’ve worked with a group that used our digital audits to monitor consistency in service standards across several high-volume locations. By tracking key moments of the guest journey—like greeting times, table cleanliness, or upselling practices—they uncovered that certain sites were underperforming in upsell opportunities, while others were excelling.
With vast experience in customer experience, how do you see the cultural shift towards digital tools impacting traditional beliefs about quality management in hospitality?
The cultural shift toward digital tools is transforming how quality is perceived and managed in hospitality. Traditionally, quality management relied heavily on manual processes, intuition, and fragmented feedback. While these methods had value, they often lacked consistency, traceability, and real-time insight.
Today, the adoption of digital tools is helping the industry move from reactive to proactive. It brings objectivity, structure, and visibility into operational standards, making quality a shared and measurable responsibility.
This shift also empowers frontline teams. When staff can track their own performance, understand expectations clearly, and receive regular feedback, quality becomes something they take ownership of. It's no longer about auditing after a guest has left, it's about creating the conditions for a great experience to happen in the first place.
In short, digitalization isn’t replacing hospitality’s human touch, t’s strengthening it with clarity, efficiency, and accountability.
As a quality expert, what challenges do you observe hospitality businesses face when transitioning to digital audits, and how does Point Audit address these challenges?
One of the main challenges hospitality businesses face when transitioning to digital audits is the fear of complexity and change. Many teams are used to paper-based checklists or informal quality routines, and there can be a perception that digital tools are time-consuming, rigid, or only suited for large organizations.
Another key challenge is team adoption. A digital audit tool is only effective if it’s embraced by those who use it daily, often operational staff with limited time and varying tech comfort levels.
At Point Audit, we designed the platform specifically to address these pain points. The interface is intuitive and mobile-first, so teams can start using it with minimal training. We also offer onboarding support and tailor the configuration to each client’s standards, so the tool adapts to their reality.
In what ways do you measure the success of digital audits in transforming quality management practices, and what metrics are most telling?
On the quantitative side, we look at audit frequency, completion rates, non-conformity trends, and resolution times. A well-integrated tool should lead to more regular audits, faster issue detection, and shorter corrective action cycles.
We also track user engagement: how often teams log in, how many audits are completed on time, and how standards evolve over time. These usage metrics help us understand if the tool is genuinely becoming part of the operational culture.
Qualitatively, we listen to what our clients tell us. Success is when hotel or restaurant teams say they feel more confident, more aligned, and more efficient in delivering their brand promise. When operational feedback improves and customer satisfaction becomes more consistent across sites, that’s when we know the digital transition is truly transforming quality management practices.
Looking ahead, how do you anticipate the landscape of quality management in hospitality evolving with the advent of digital audits, and what role will Point Audit play in this evolution?
Looking ahead, I believe quality management in hospitality will become increasingly real-time, predictive, and embedded into daily operations.
The next evolution is intelligent quality management: where tools don't just identify non-conformities but also help suggest corrective actions based on past performance and similar cases.
At Point Audit, we’re already working on integrating AI into our action plan feature to do just that, support teams with relevant, context-based recommendations. This will empower hospitality professionals to act faster and more precisely, saving time and raising standards across the board.
Our vision is to make quality a continuous, intuitive part of hospitality, not a constraint, but a competitive edge.
More information : https://www.linkedin.com/in/lisa-bouamra-804a5bb1/
