Hotel Mystery Guest Program

We are providing our quality service to hotels, restaurants and spas all around the world. Our wide experience and passion to serve our clients with delectable customer service will help them to get an edge over their competitors.

We have been retained by some of the highly reputed international hotel chains on long term basis to provide them with business intelligence regarding delivery of their brand standards and execution of procedures in all parts of world.

Though service standards in hospitality sector could quite subjective, our mystery Shopping auditors comes from a background which is conducive to provide a calibrated feedback regarding hospitality experience in most objective manner.

The main purposes of providing personalized programs are:

Objective evaluation of guest experience
Identify gap between brand standards and actual practices
Provide customized reports to clients
Identify potential training and competency gaps
Evaluation of all services provided from check in to check out

We have our trained staffs that are competent enough to identify the problems your customer is facing with your services. These mystery passengers are well versed with the products and services you and your competitors are offering.

Our mystery Shopping criteria is developed in conjunction with you and addresses you unique needs. Criteria would focus on all aspects of services and offerings. An indicative list is given below:

Customer Service Levels
Knowledge of Products and services
Quality of Product
Brand Standards and Compliance
Sales ability
Conference & Events
Staff looks
Facility Standards
Website visitor Satisfaction
Speed of Service
Accuracy, including Spelling, Grammar and Punctuation
Restaurant/Bar Meal Mystery Guest Visits
Reservation Handling
hygiene
Choice of Menu
Food Quality
Presentation of Food
Presentation of Staff
Wine Knowledge
Up Selling Skills
Bar Service
Ambiance
Staffing Levels
Accommodation
Department Communication
Children’s Facilities
Analysis of Competitors

Our structured reporting protocol gives incisive insights to services and offerings and also very user-friendly which facilities analysis to identify areas of concerns in systematic manner.
We are always at your services with:

Highly research oriented mystery Shopping program
Structured reporting protocols
Feedback and reporting based on business requirements
Trained and unobtrusive mystery shoppers
Dedicated client account manager
Prompt communication for business critical non compliances