Regal Hospitality Group

What Regal Hospitality Group does

Regal Hospitality Group, Inc. is a privately held quality assurance and integrity consulting firm headquartered in Clearwater, Florida, serving the global hospitality industry. Founded in 2004, the firm specializes in independent third-party evaluation of hotels, resorts, restaurants and retail shops via anonymous mystery shopping visitations, operational audits, cash-handling integrity reviews and hospitality training programs. Visitations are typically scheduled 4–12 times per year per property, with reports delivered through a Data Retrieval System within 48 hours of agent visit.

The core product is the Mystery Shop Program — interactive facility audits that capture the guest perspective on customer service, cleanliness, product quality and operational compliance, evaluated against a proprietary scoring methodology co-developed with the American Hotel and Lodging Association, AAA Diamond, Forbes Star and Mobil star rating programs. Surrounding add-ons include Hotel and Food & Beverage Quality Assurance Programs, Cash Handling integrity audits, Operational Deficiency Analysis, Hotel Reservations Sales Monitoring, Customer Survey Programs, PBX Call Monitoring and Hotel Training & Education modules. Field-agent management is outsourced to the Sassie Shop platform. No API, SDK or machine-learning features are disclosed.

The firm operates a sales-led, relationship-driven model with dedicated account managers designing customized engagements for each property. Pricing is quote-based and not publicly disclosed. Customer segments split between large lodging-industry players and independent upscale hotels and resorts worldwide, with restaurants and retail shops inside hospitality venues as secondary segments. With 11–50 employees, no external funding and professional-services revenue mechanics, Regal Hospitality functions as a specialized boutique consultancy whose economics are driven by per-visit fees for QA audits, integrity reviews and recurring training engagements.

Name

Regal Hospitality Group

Legal name

Regal Hospitality Group, Inc.

Website

https://regalhg.com

Company type

Private

Founded year

2004

Operating status

Operating

Headcount range

11–50 employees

Short description

Regal Hospitality Group is a privately held, Clearwater, Florida-based quality assurance and integrity consulting firm that delivers anonymous mystery shopping, operational audits, cash-handling reviews and training services to hotels, resorts, restaurants and retail venues worldwide.

Ownership category

akta.pro rank

Product category

Hospitality Quality Assurance Consulting

akta.pro primary industry

Hospitality (Hotel) Property Management (BPAJAGAG)

Keywords

• Hospitality quality assurance
• Mystery shopping services
• Hotel consulting
• Cash handling audits
• Hospitality training programs

Headquarters

HQ city

Tampa

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D

Revenue model

1. Quality Assurance Consulting Services: Mystery shop programs and quality assurance surveys for hotels, resorts, and food & beverage operations. Programs are customized per client with visitations conducted 4-12 times per year depending on frequency chosen.
2. Cash Handling Integrity Audits: Integrity-focused auditing program that monitors cash handling procedures and SOP compliance in food & beverage areas to identify employee theft risks.
3. Hospitality Training Programs: Customized training modules for departmental managers and line associates covering various hospitality skills including bell service, housekeeping, food & beverage service, and sales training.
4. Operational Reviews and Analysis: Service audits, operational reviews, performance analysis, hotel reservation sales monitoring, customer survey programs, and PBX call monitoring services.

Go-to-market motion1 record

Distribution channels3 records

Marketing channels4 records

Core offering

Regal Hospitality Group is a hospitality quality assurance and integrity consulting firm that provides customized mystery shopping and quality assurance surveys to hotels, resorts, restaurants, and retail shops worldwide. Services are delivered by a network of trained field agents who conduct anonymous visitations and benchmarking audits, with reports delivered to clients through a Data Retrieval System within 48 hours of each visit. Complementary offerings include cash handling integrity audits, operational deficiency analysis, customer surveys, PBX call monitoring, reservation sales monitoring, and hospitality training modules.

Product overview

Regal Hospitality Group offers a suite of hospitality consulting and quality assurance services centered on mystery shopping programs and operational audits. The core offering is Mystery Shop Programs (interactive facility audits conducted by field agents from a guest's perspective), complemented by Hotel and Food & Beverage Quality Assurance Programs that benchmark against AAA Diamond and Forbes Star criteria. Additional add-on modules include Cash Handling Programs for integrity monitoring, Operational Deficiency Analysis for in-depth audits, Hotel Reservations Sales Monitoring, Customer Survey Programs, PBX Call Monitoring, and Hotel Training & Education modules. The company also provides a Data Retrieval System for clients to access detailed reports within 48 hours of agent visitations.

Differentiator

Problem solved

Functional benefit

Products and services

• Mystery Shop Programs Interactive facility audits conducted by trained field agents from the guest perspective, evaluating customer service, quality, and cleanliness across all operational areas of hotels and food and beverage venues. Built to industry-standard criteria tied to AAA Diamond, Forbes Star, and Mobil star rating programs.
• Hotel Quality Assurance Programs Comprehensive quality assurance consulting engagements for hotel management teams, including anonymous visitations, operational compliance monitoring, and benchmarking against AAA Diamond and Forbes Star criteria.
• Food and Beverage Quality Assurance Programs Quality assurance service evaluating customer service, cleanliness, product and service quality, and facility upkeep across hotel F&B outlets.
• Cash Handling Programs Integrity-focused auditing program that monitors Standard Operating Procedure compliance and cash transaction handling in F&B operations to assess integrity levels and identify employee theft risks.
• Operational Deficiency Analysis In-depth statistical audit identifying problematic areas and deficiencies within service standards over specific time periods, paired with Quality Assurance Audits to surface actionable operational recommendations.
• Hotel Reservations Sales Monitoring Evaluation of in-house reservations sales teams against industry criteria and hotel standards from initial contact through room sale closing.
• Customer Survey Programs Customized survey programs designed one-on-one with clients to measure customer satisfaction and loyalty.
• PBX Call Monitoring Predetermined calls to guest service agents presenting operational and information scenarios to monitor performance and knowledge of the property.
• Hotel Training and Education Comprehensive hospitality training modules covering Bell Service Skills, Housekeeping, Food and Beverage Service Skills, Sales Training, and front-line skills for associates and managers.

Quantifiable outcome

• Reports available within 48 hours after agent departure
• +1 more outcomes

Segments3 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration1 record

Feature3 records

Scale indicators2 records

Recent moves6 records

Expansion highlights4 records

Broad incumbents

• J.D. Power: Large-scale customer satisfaction benchmarking and research firm with a hospitality/hotel guest satisfaction practice. Competes for the same benchmarking and brand-standard intelligence budgets as Regal, but at much larger scope and through syndicated research rather than bespoke in-person audits.
• Service Quality Institute: Long-standing service quality training and consulting organization serving hospitality and other service industries. Overlaps with Regal's Hospitality Training Programs line and shares the broader 'service standards' buyer audience, though its primary offering is training rather than mystery shopping audits.

Emerging players

• Qualtrics: Experience management platform used by major hotel brands to run guest surveys, VoC programs, and operational analytics. Comparable to Regal's Customer Survey Programs and Operational Deficiency Analysis offerings, but delivered via a scalable software platform rather than human-led visits.
• TrustYou: Hotel-focused guest feedback and review analytics platform that aggregates online reviews and survey data into hotel performance scores. Competes with Regal's benchmarking value proposition by delivering continuous digital signal at a fraction of the cost of in-person mystery shops.
• Medallia: Enterprise customer experience management platform increasingly adopted by hotel groups for continuous guest feedback, surveys, and analytics. Represents the technology-driven alternative to Regal's manual, episodic mystery shopping model and is reshaping how operators allocate CX budget.
• ReviewPro (Shiji): Guest experience platform within the Shiji hotel technology stack providing review management, guest surveys, and operational benchmarking for hotels. Directly substitutes for parts of Regal's QA portfolio with always-on digital data rather than periodic field visits.

Direct peers

• Market Force Information: Mystery shopping and customer experience measurement firm with broad multi-vertical coverage including hospitality and restaurants. Comparable to Regal in operating model (field agent network, scoring-based reporting) but at significantly larger scale.
• Coyle Hospitality Group: One of the most established competitors in hotel mystery shopping and hospitality quality assurance, serving global hotel chains with anonymous in-person evaluations of service, cleanliness, and brand standards — directly comparable offering to Regal's core Mystery Shop Programs.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat3 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/ReglHospitality
• Facebookfacebook.com/regalhospitalitygroup
• LinkedInlinkedin.com/company/regal-hospitality

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Regal Hospitality Group