QM Consulting

QM Consulting

USCB's Center for Event Management and Hospitality Training offers resources and services to our local hospitality industry partners at low or no cost, including assistance with quality management initiatives through secret shopper programs, review of service standards, presentation to management and staff, and the development of training tools to support the delivery of quality service.

Most projects will 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


Su Gibson is a former Forbes Travel Guide (FTG) Inspector who visited and evaluated luxury hotels, resorts, spas, and fine dining restaurants for the FTG star ratings and executive training departments. She produced more than 100 comprehensive reports during her years with the company and brings her expertise in service standards and quality management to the center.

Su has also worked with several hospitality businesses to improve their service operations, including developing secret shopper programs for 16 spas in the Houston area and 16 restaurants in Hilton Head and Bluffton.

If you would like to take advantage of these free quality management services for your business, please email Su at gibsonsl@uscb.edu.