Callback
The most important thing in the hospitality industry is the provision of excellent guest experience. But what exactly are the experiences of guests, starting with the moment they call in up to the moment of their check-out?
This is where mystery shopping hotels become a very important factor. A mystery shopping visit to a hotel brings out the truth of the service delivery – both the good and the bad that otherwise could not be realised.
Most hotel managers believe that they understand the performance of their staff, and then the appearance is always shown when a trained evaluator enters the place posing as a normal guest. This backstage perspective provides decisive information that assists hotels to better service, elevate satisfaction, and sustain brand quality.
What occurs prior to the arrival of the mystery shopper?
Even a visit from a hotel mystery shopper starts a long time before the visitor steps into the site. The agency and the hotel collaborate on the establishment of the evaluation goals. These may include:
-
Front desk service
-
Housekeeping standards
-
Eating out/restaurant or cafe.
-
Staff communication skills
-
Overall guest satisfaction
Uniformity of Brands in Different Places
The mystery shopper will be given elaborate directions, yet he or she should act in the natural way. They also fit in their way as any other visitor, and the staff do not get to know of the review. This will enable the hotel to have an impartial and realistic evaluation of their service delivery.
First Interaction: Reservation and Enquiry
The mystery shopping experience in hotels is initiated with reservations within hotels, which is usually done by calling, emailing or by inquiring online. In this case, the shopper can judge the speed of response of the personnel, their courtesy of communication and the information given concerning the categories of rooms, rates, and facilities.
They also note the ease and hassle-free booking experience. This is the first point of contact of a guest with the hotel, and any delay or lack of clarity may influence the decision of the guest. Mystery shoppers present all the details with accuracy.
Experience of the Arrival: The Real Test of the First Impression
As soon as the mystery shopper is received, the first actual service quality is tested by the check-in experience. They measure entrance cleanliness, the welcoming commitment of people serving them, and the duration they check in.
They also note whether the staff confirms the booking as well as provide clear information about amenities. Delays or unprofessionalism immediately demotivates, and a pleasant and comfortable check-in creates trust and comfort. This step assists the hotels to know the extent to which the front desk is hospitable and efficient.
Room Cleanliness: Clean, Comfort, and Details
When the mystery shopper comes into the room, he or she will look at every aspect affecting comfort. They also ensure that the bathroom, bedding, and floor are clean, as well as that there is access to toiletry. They also check on lights, AC, TV and outlets just to be sure they are functioning well.
Towels and linens' freshness, general cleanliness, the responsiveness of room service, etc., are also inspected. Although hotels presume that their rooms are up to standards, minor problems influence the satisfaction of the guests. Mystery shoppers assist in detecting such gaps to ensure that the hotels are always upgraded.
Communicating with the Other Hotel Departments
During the visit, the mystery shopper also communicates with other departments of the hotel to evaluate the quality of service.
1. Housekeeping
Mystery shoppers can order additional towels, cleaning or certain items to evaluate the performance of the housekeeping. They can see the rate of response of the staff, their politeness, and their adherence to the standards set by the hotel. Such minor details indicate the effectiveness, care, and determination of the department to keep its guests comfortable.
2. Food and Beverage
When the hotel provides food services, the shopper checks the quality of food, correctness of orders, cleanliness and the behaviour of staff. They also enquire about the timeliness of service, whether in a restaurant, cafe or room service. This assists in establishing the effectiveness with which the hotel provides a pleasant, dependable dining experience to the customers.
3. Concierge Services
As a measure of the performance of the concierge, the mystery shopper can request suggestions, transportation assistance, or activities. This communication brings out the local knowledge, helpfulness, communication skills, and extra-mile willingness of the staff. It reveals how the hotel helps guests in planning their stay.
4. Facilities and Amenities
The mystery shopper visits the pool, gym, spa or lounge to evaluate safety, cleanliness and attentiveness of the staff. They will look at the quality of the facilities and the situation of the environment and whether it feels inviting. These checks enable the hotel to know its management of its guest amenities efficiency.
Final Thoughts
A hotel mystery shopping experience is not a simple inspection; it is an effective tool to learn about what the actual customers live daily. Reservation call until check-out; each detail will lead to the overall satisfaction of the guest.
Mystery shopping hotels will help with the management to enhance the quality of services, make memorable experiences, and remain competitive in an ever-changing hospitality market.
Complete partnering with CTRL Service, your relied-upon mystery shopping company. We deliver in-depth critiques, practical insights and recommendations that can assist your hotel to offer exemplary service on a daily basis. Turn each visitor into a star – start with CTRL Service today.
