Hotel Management
Mystery Guest
We offer the service of
“Mystery Guest”
in hotels
This service refers to the practice of sending personnel from the company AvanzaGH
to stay at the hotel undercover to evaluate the quality of service
and the guest experience.
This method allows areas for improvement to be identified without staff knowing they are being evaluated, providing a more objective perspective on service quality.
Assessment
Staff interact with other staff, use hotel services, and complete a questionnaire or detailed report about their experience.
Analysis and action
The results of the assessments are analyzed to identify trends and areas for improvement, and measures are taken to improve service quality.
Identification
We identify problems in areas such as care
to the customer, cleaning,
food quality, safety, organization, etc.
Advantages of mystery shopping in the hospitality industry
Competition in the hospitality industry is fierce. With a lot of options
available, it is vital that hotels offer exceptional service to retain and attract more customers.
-
It allows an objective evaluation of the service.
This is one of the main benefits of mystery shopping in the hospitality industry. Since these are anonymous customers who aren't biased by prejudice, they can provide a realistic perspective on the customer experience.
-
Identify areas for improvement.
Mystery shopper reports reveal specific areas where your hotel or restaurant can improve. From staff interactions to food quality and cleanliness, this detailed feedback helps focus improvement efforts.
-
Expand the range of products and services.
With the mystery shopper's observations, you'll be able to identify which products or services you should implement to improve your hotel or restaurant's operations.
-
Train the staff.
Mystery shopping in the hospitality industry can be a valuable tool for staff training. You can use specific examples of customer interactions to train your staff more effectively.
-
Check if staff training is yielding results.
The hospitality industry generally trains its employees. This technique allows for monitoring progress.
-
Improve customer satisfaction.
By implementing areas for improvement and correcting errors, the customer will feel more satisfied, as the service will be of higher quality.
-
Increase business profitability.
Finally, mystery shopping will also increase sales and company profitability.
Steps to apply the mystery shopper
1- Selection of the evaluation company.
2. Definition of objectives and criteria.
3. Create a questionnaire.
4. Scheduling visits.
5. Data collection and feedback.
6. Analyze the results.
7. Actions to improve.
