Explaining A Hotel Mystery Calls Service

In the hospitality industry, hotel mystery calls (by telephone) and undercover visits can become an integral part of running a successful business

. With the subjective nature of the industry being notoriously difficult to measure, new ways of assessing performance and analysing outcomes are being developed. There are many ways you can establish the performance of your business, but there is no doubt that replicating the customer experience as discreetly and impartially as possible is the most effective and informative. The customer experience is the fundamental key to the success of your hospitality business and your place in a competitive industry.

All the components that make for the best customer experience need to be assessed at different times of the day, under different circumstances, and under different levels of pressure. Scenarios can be constructed to monitor the performance of various members of staff and their attitude to handling a range of situations and potential problems. The strengths and weaknesses of staff can be established and, as a result, appropriate training can be given or staff can be given a more suitable role. Stronger members of staff can support those less confident. The programmes based on hotel mystery calls and visits are a positive and constructive tool, used to ultimately improve a business, build on its strengths and maintain its competitive edge in the industry.

The Process

The process of monitoring performance and subjective opinions of customers is complex, but the companies providing this service are experts in the field. The staff employed are comprehensively trained and equipped with the tools required to get the most information they can in an unbiased and fair way. The programmes comprise several hotel mystery calls and visits, designed to gleam information relevant to a clients individual requirements. The information is then recorded and monitored throughout further assessments. Feedback is always given and is a very personal part of the procedure. If any specific training is needed, the company providing the service can usually organise this in-house. In-house training is particularly beneficial as the company who has done the assessment is aware of the whole picture and can focus on a clients aims.

Who is this Service Most Useful To?

In theory, any business in the hospitality industry could benefit from using the service provided by these companies, but in practice, it is the high-end businesses that will benefit most. The bigger a hotel is the more customers it services and, of course, the more staff are needed. As a consequence there is more potential for things to be overlooked or forgotten about. The industry is highly competitive at the top end and using the results from hotel mystery calls and visits can give you an insight into how the performance of your business compares to others in the field. There is no doubt about the effectiveness of this modern tool; if you want your business to thrive and excel then such a service could be invaluable.

by: Antony Shaw

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