Staying Ahead Of The Competition In The Hotel Industry

The hospitality industry is becoming increasingly competitive and

, with customers demanding nothing less than the highest quality service, the pressure to deliver is also growing. To remain successful, it is imperative that standards are monitored consistently so control over the customer experience can be maintained. The service and hospitality industry, specifically, is often highly stressful and requires an exceptional degree of customer focused skills, initiative and integrity when dealing with a variety of situations.

The key to gaining an insight into the service your staff provides is to use an impartial assessment process. There are specialised companies who can help you obtain this information and use it constructively. Using hotel mystery calls and mystery visits, companies can get a good idea of the service provided by your business. The results can then be used to determine the need for potential changes and to identify further training requirements.

About the Companies Providing the Service

Hotel mystery calls and visits are rapidly becoming the tool of choice for big businesses in the hospitality industry. Reputable companies providing this service will provide a comprehensive, multi-dimensional programme. Each one is designed to cater for a clients individual needs and, therefore, provide useful and relevant results.

The employees are well trained in conducting hotel mystery calls by telephone and posing as guests. They are experienced in the industry and are familiar with the standards that need to be maintained as well as the expectations of the customer. When completing one of the hotel mystery calls or visits the "guest" is armed with the necessary assessment criteria and, once the assessment has been completed, the results are analysed using a web based program and presented in a useful and informative way. The initial assessment is used as a benchmark to assess changes and training that may have been implemented in response to the results.

It is often a good idea to let staff know that they may be assessed as it makes them aware of the importance of maintaining standards with each and every customer. The "guests" may be typical of the clientele frequenting your hotel or they may not. Each guest has to be treated the same regardless, and this process is an excellent way to check that staff are complying.

The companies providing the initial assessment service will usually have a follow-up training program that will suit your individual requirements. By keeping the whole process in-house you can build up a relationship with the company working for you and work closely alongside them to achieve your service aims. While there are many companies on the market who will provide this service for you, ensure you choose one that will work for your particular needs. To get results, you need a bespoke service you can trust.

by: Antony Shaw

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