Personal Profile

Charlie Tona is the Founder and President of Hospitality Optimal Service Testing Inc. (HOST Hotel Services), a Quality Assurance Audit company, which is based in Fort Lauderdale, Florida since 1994.

 

Charlie is a graduate with honors of Nova Southeastern University with both a Bachelor of Science degree in Business Management and a Master's degree in Business Administration (MBA). Further affiliations with Nova Southeastern University include Adjunct Professor and former Director of Marketing for Nova Southeastern University Center for Hospitality Management.

 

Charlie began his career in the hospitality industry as the Director of Public Relations & Promotions at Pier 66 Resort & Marina, a 4-Star 4-Diamond Resort located in Fort Lauderdale Florida. He later held the position of National Sales Manager before accepting a position as the Director of Sales & Marketing at the Pier House in Key West Florida. His next career move was the Regional Director of Sales & Marketing for Relais & Châteaux Properties based out of Little Palm Island Resort.

 

Charlie’s hospitality industry expertise in Quality Assurance Management, hotel secret shopper services, and guest-services training spans over 30 years. As a professional Quality Assurance Consultant, Charlie and his corporation have conducted thousands of audits for multi-national corporations spanning the globe. Additionally, Charlie partnered with Delta Airlines to establish Delta’s “Above and Beyond” in-flight passenger service experience program, and also with Westin Hotels & Resorts Worldwide to corroborate in the design and implementation of Westin’s first global Brand Standards Audit Program.

 

Hospitality Optimal Service Testing Inc. currently conducts Quality Assurance and Secret Shopper Audits for a large number of upscale resorts, hotels, and casino facilities located throughout the United States (including Alaska, Hawaii, and Puerto Rico), Canada, Mexico, Brazil, Mexico, and the Caribbean Islands. Portfolio accreditations include all brands within Marriott International’s portfolio including the recent acquisition of the Starwood Lodging collection of brands, Camino Real Hotels & Resorts, Tecton Hospitality, Desires Boutique Hotels, Shaner Hotels & Resorts, DOW Hotel Company, Sonesta, The Biltmore, USA Parking, and K.B. Holdings. Individual accounts include Marriott brands, Gaylord Resorts, Hilton, Sheraton, Holiday Inn, Colony Resorts, Relais & Chateaux, Camino Real, and other independently owned and managed facilities.

 

Hospitality Optimal Service Testing Inc. is one of only a two independent QA companies approved by the Marriott Corporation to audit their individual hotels across all Marriott brands on global basis to ensure compliance with Marriott’s strict brand standards with corporate BSA checklists.

 

In addition to his role as President and Chief Executive Officer of HOST Inc., Charlie has served as an adjunct Professor for Nova Southeastern University and Dade College. He is frequently called upon by members of the business and academic community to conduct seminars regarding the Performance of Service Excellence within service-related industries.