Let's check the level of service in hotels and inns with the research "Mystery Shopper"
Whether employees are enforcing the guest checkout policy:
issuance of receipts, speed of settlement
How accurately do employees execute the company's guest service standards?
Do you want to know your company's strengths and weaknesses?
Do you want to increase your profits without difficulty?
Checking the staff of hotels and hotels method mystery shopper will give answers to all questions.
You'll learn:
What the guest likes and dislikes about the hotel;
Does the staff follow all standards;
What the employees look like, how they communicate,
offer whether additional services;
Whether sanitary regulations are being followed;
At what level is the quality of food in the hotel restaurant;
The speed with which staff responds to guest inquiries.
The script, legends, questionnaires are developed and agreed upon.
Casts mystery visitors according to the company's target audience; prepares for the specifics of the audit.
An online project is being prepared.
Mystery visitors make visits to the location being inspected and conduct assessment work as assigned.
Questionnaires are being filled out.
Processing of questionnaires by managers.
Providing a reporting package: questionnaires, audio recordings, photos and other reporting agreed upon in advance.
We have developed the following tools for work
There are 4 semantic blocks in the questionnaire:
Each unit contains sections:
The questions in the questionnaire are assigned weights according to their relevance, which is revealed in the course of communication with the client.
Casting of performers
An important stage of the secret check is the selection of the executor. In accordance with the portrait of a potential hotel visitor and the wishes of the client, the characteristics of people suitable for the role of a mystery shopper in the hotel are determined.
Typically male/female between the ages of 30 and 55, with the ability to do a car check and spend the night in a hotel.
What kind of training do performers receive?
All undercover agents receive audio training on the features and specifics of each project.
Receive all necessary materials: questionnaires, legends, instructions, addresses. They take a pre-test survey to check that they have mastered the information they need to participate in the project.
Project preparation in the online service
How does the visit to the hotel take place?
Visits to hotels are made on specific dates (the schedule is set by the client).
At the stage of audits, it is mandatory to coordinate performers in the fields, which avoids erroneous and poorly executed visits.
After the audit, the mystery guest fills out a report (no later than 12 hours after the end of the visit). In this way, the performer will fill out the report in as much detail as possible, recording all his emotions and impressions from the visit.
How are the results processed?
After completion, the reports are entered into the online system, and the questionnaires are sent to the validation department specialists for verification. Each report is checked in several stages:
Once all validation steps have been passed, reports in the system become available for viewing by client representatives.
What is included in the final reporting?
At the end of the survey, a summary table of results is compiled for all chain hotels and employees.
Based on the analysis of the data received, the specialists of the Project Department form a final analytical report on the results of audits.
The summarized report contains:
We will provide you with a cost effective
and best in the industry practice
A professionally designed questionnaire in accordance with the needs of the customer and taking into account the specifics of interactions with secret visitors allows you to objectively assess the required parameters.
The presence of mandatory open-ended questions in the questionnaire allows you to get the subjective impressions of secret shoppers from the visits.
Matching mystery shoppers to a typical image of a potential customer minimizes the disclosures of the reviewer - and therefore increases the validity of the research.
Interaction with mystery guests at all stages of the research provides an opportunity to obtain the maximum amount of information, as well as to clarify any details if necessary.
Verification and correction of reports by our specialists allows to exclude incorrect and incomplete reports in advance.
Providing a final report on the results of audits saves the client's time for independent analysis of the provided data, gives an opportunity to look at the information with a different professional view.
Conducting mystery shopper research on a regular basis allows you to:
All research results will be guaranteed to be shared only with you under a non-disclosure agreement.
Data obtained in the course of audits will not be passed on to third parties!
Just fill in the application form.
Our team will call you back and introduce you to all the advantages of our service.
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