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