Using Hotel Mystery Calls To Maintain Exemplary Standards

The service industry is one of the most progressive and competitive in the world today

. The nature of the industry means that attention to specifics and customer service is of utmost importance. Personnel play a key role in providing the service clients expect from a high-end hospitality establishment, and finding staff you can trust to be an ambassador for your business can be difficult.

Hotel mystery calls and visits are a relatively new method of measuring performance, but are becoming an increasingly popular way of monitoring the service and the customer experience offered. There are excellent companies on the market providing services that include hotel mystery calls; they utilise experienced people, well trained in assessing the customer service experience and the entire package offered by individual businesses.

How it Works

There is no doubt that the customers' experience will determine whether they return to your hotel. Their opinions and ideas about their time spent in your establishment will also be passed on to friends and others who may or may not then choose to stay with you.

While the hotel mystery calls will assess the facilities at the hotel as well as the staff, it is important that the subjective nature of staff performance be taken into consideration. They must be assessed in varying circumstances and encouraged to deal with different problems. Following the initial call or visit there will be follow up visits so a clearer picture about staff in different situations and at different times of the day can be monitored.

The hotel mystery calls are an integral part of the mystery shopping service, which is suited to those high-end hotel chains and consortiums that are aiming to stand out and provide an exemplary service in a tough industry.

The Service

The companies that provide this comprehensive service recruit "guests" well acquainted with the industry and the standards expected. The training is detailed and guests are given very clear guidelines on what they are assessing and how to record their findings. The idea is to use this information to gain a benchmark for further training and improvements that may need to be implemented. Records make further visits and calls more relevant and also provide a tool that will assess any further training undergone.

Results are recorded and assessed using a web-based programme and detailed statistical analysis. This also enables performance to be measured against competitors in the business. The service is tailor-made to suit each client as, naturally, every business is different and may have different areas of weakness that need tackling. The success of the business depends on the customer experience and it is the aim of staff and business owners to drive for repeat business by making the guests stay as ideal as possible. This method is one way of working towards ensuring this happens, regardless of circumstance or situation.

by: Antony Shaw

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