subject: Hotel Mystery Shopping As A Research Tool [print this page] The business of hospitality wins customers and maintains reputation by providing the best facilities and offering the best service. This must not only meet but also consistently exceed that expected by the customer. This customer-focussed industry relies heavily on individual service and the ability of staff to adapt to on the spot situations that may not have occurred on any training course. Training courses are designed to provide the tools to deal with many relevant situations but staff need constant monitoring in the real world to gain experience and confidence and exceed the standards expected.
Hotel mystery shopping is a valuable tool for businesses to use to monitor staff once they have completed training and are working in situ. It aims to gauge how staff behave in the real world and how different problems are dealt with. This idea is not something that staff need to be worried about, as it is in their interest that their performance be assessed. Extra training or support can consequently be given so employees can perform with confidence, develop their experience and enhance their careers.
Many reputable companies offering the hotel mystery shopping service are multi-national and provide their service globally. One that offers bespoke programs to suit your business needs and aims should be considered if you are to gain the most from the service provided. While many aspects of the hospitality industry are generic, in order to stand out your business no doubt has its own selling points and benefits to suit a particular customer.
Issues to be measured
There are many questions you might have regarding your business that hotel mystery shopping can effectively address. One could be the way the staff behave towards guests - from their emotional involvement to the way they sell other services you have to offer. You may need to know that all customers are being treated equally regardless of age, ethnicity or gender and that exceptional service is given throughout.
Staff must be seen to be taking pride in being part of the team. Promotional materials need to be displayed correctly and attention drawn to certain events or offers the hotel might have. Hotel mystery shopping can focus on all these small but extremely important aspects of your business and pinpoint any flaws to be dealt with before they become a bigger issue.
The beauty of this service is that different scenarios can be orchestrated and staff reaction to them monitored. Excellent service can also be rewarded and exemplified. Customer satisfaction is recorded and correlated with certain personnel behaviours, helping to decipher what the customers want from your business. The opportunities for hotel mystery shopping are endless, and with state-of-art technological analysis you can effectively keep a close check on the standards you strive for.
