The Problem
Quality assurance was already part of Geronimo Hospitality’s operating model but detailed property reviews were managed through a 13-page Excel spreadsheet.
The manual process made follow-up difficult and inspections did not consistently produce numerical scores. Geronimo wanted an automated way to score audits, track findings and ensure corrective actions were completed.
Regulatory reviews can verify food handling, safety equipment and building systems. They do not necessarily catch the details that shape a guest’s impression: a burned-out light, chipped paint, a faulty door or a restroom that falls short of the property’s standards.
Geronimo needed a consistent way to assess those details and clear accountability for resolving problems after an inspection.
The Solution
Geronimo selected monitorQA for its customization and scalability.
The monitorQA team helped convert Geronimo’s existing inspection process into digital audits. Geronimo has continued to refine those audits as its standards and operations evolve.
Schmitz reports completing his largest audit, with 368 questions, in a couple of hours and getting an instant score. Auditors can also attach photos and comments to document their findings.
Auditors can assign corrective actions to specific people with deadlines based on urgency. When the work is marked complete, they receive a notification and can reinspect to verify the result.
General managers are expected to complete monthly inspections using the same audits applied during quarterly leadership reviews.
That gives property teams a regular view of expectations and helps managers and leadership identify where their assessments differ and align on what good looks like.
Built to Scale Across Different Hospitality Operations
Geronimo first introduced monitorQA in its casual restaurants, then expanded it to full-service dining and coffee houses. Lodging and country clubs followed.
Reusable question sets let teams assemble audits from established criteria for restrooms, dining rooms, bars, banquet spaces and hotel rooms, then adapt them for each property.
When Geronimo develops or acquires a property, teams can make monitorQA part of the opening process by reusing relevant question sets instead of rebuilding hundreds of questions.
Geronimo has also customized monitorQA’s scoring language to reflect its company manifesto, connecting quality assurance with the organization’s operating culture.
The Outcome
With monitorQA, Geronimo has extended its established quality assurance program beyond periodic spreadsheet reviews to recurring digital inspections and more structured follow-up.
Quality Beyond Basic Compliance. Teams can evaluate the cleanliness, maintenance and presentation details that guests notice but regulatory inspections may not cover.
Visibility Between Leadership Reviews. Monthly manager inspections give property teams a regular opportunity to identify issues before the next quarterly review.
Accountability for Corrective Actions. Findings can be assigned an owner and deadline. Completion notifications and follow-up verification make it easier to track whether the work was done.
Shared Performance Expectations. Managers and leaders assess properties against the same criteria. Differences in scoring create a practical basis for discussing expectations and improving consistency.
Scalability Across Properties. Reusable question sets help Geronimo bring established standards into different hospitality concepts and new locations without recreating the inspection program.
The program started in Geronimo’s restaurants and has since been adopted by its lodging and country-club operations.
Geronimo is also exploring the use of monitorQA at a sister company with commercial, residential and industrial real estate properties.
“It’s been a great partnership for four years and we’re looking forward to continuing it for a while.”
Blair Schmitz
Area Director for Restaurants | Geronimo Hospitality Group
