Striving For High Standards In The Hotel Industry

A high quality customer experience is what makes a business successful

. Simple. There are many parts to this experience ranging from facilities and services offered to ambiance and staff performance. Monitoring each and every aspect is paramount if a business in the hospitality industry is to remain credible amongst competitors and to continue developing proactively.

Relatively new and innovative programs set up to assess standards and ensure maintenance of these are now easily accessible and available to all kinds of business in the industry. By employing hotel mystery shoppers and using hotel mystery calls, you can get a clear picture of what is happening at the various levels of your business.

Many companies involved with this service are multi-national so, therefore, if you have establishments throughout the world, a program can be developed to ensure standards and facilities are the same across the board. Hotel mystery calls and visits are the most authentic way of obtaining a true idea of staff attitude, performance and customer experience.

How it Works

The service offered is extremely comprehensive and staff working for relevant companies are familiar with the expectations of high-end hospitality businesses. Extensive training is given and the guests are equipped with a detailed assessment "proforma". The assessment focus will certainly differ from client to client, however, as each business will have its specific areas of strength and weakness. But the service provided is bespoke and time is spent with each client in order to establish individual requirements. The personal service is extended throughout the process and follow-up visits that are also an important part of the service.

The results from hotel mystery calls and visits are generally subjective, but there are tangible measurements that can be recorded. Once recorded, standard web based programs are used to statistically analyse and interpret results. Tangible points of reference are useful when comparing your staff performance with that of the competition, and they also make it possible to monitor progress and perhaps implement training. If it is deemed that subsequent training is needed, some specialised companies are able to provide this in house. The subsequent advantage is insurance of a degree of continuity and the support provided being long-term and company focused.

It is important that feedback from hotel mystery calls is given constructively and positive performance should also be reported and acknowledged. Positive reinforcement gets the best results and instills members of staff with loyalty and pride in your business. The ultimate aim of employing such a service is to keep a check on the myriad small but very significant aspects that, together, allow your customers to have the experience you envisage.

by: Antony Shaw

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