MYSTERY GUEST PROGRAMMS

Improve your service quality

As a certified Mystery Guest certified by the “Institute of Hospitality” in London I can say that mystery guest programs are an effective way for hospitality establishments to gain insight into the guest experience and improve the quality of service they provide. By evaluating the guest experience objectively, we can help management teams identify areas for improvement and make necessary changes to enhance the guest experience.

Evaluating the Guest Experience: Checking the quality of service provided from the guest's perspective. Evaluating various aspects of the experience, such as the greeting upon arrival, the cleanliness of the facilities, the quality of the food and beverage offerings, and the overall level of customer service. This helps the management team identify areas for improvement and make necessary changes to enhance the guest experience.

Providing Objective Feedback: Since the mystery guest is an anonymous visitor, they provide objective feedback without any bias or influence. This feedback can help the management team understand how guests perceive the service and identify areas where the establishment may be falling short.

Helping to improve Service Quality: The feedback and insights provided by the mystery guest in a detailed report can be used to identify areas where the establishment is doing well and where it needs to improve. This can help the management team develop strategies to enhance the quality of service and ensure that guests have a positive experience.

Topics of Mysery Guest Programms

Individual and talor-made concepts and content

Planning and Execution: The mystery guest visit or mystery call is planned and executed in advance by the management team or a third-party company. The mystery guest or caller is provided with specific instructions on what to look for during their visit or call.

Anonymity: The mystery guest or caller remains anonymous during the visit or call, which allows them to evaluate the service objectively. They may use a pseudonym or disguise to blend in with other guests.

Evaluation: During the visit or call, the mystery guest or caller evaluates various aspects of the guest experience, such as the quality of customer service and cleanliness of the facilities. They take notes and provide feedback to the management team.

Feedback and Analysis: The mystery guest or caller provides feedback and analysis to the management team, which includes a report detailing areas for improvement and suggestions for enhancing the guest experience.

Continuous Improvement: Mystery guest visits and mystery calls are conducted on a regular basis to ensure consistent levels of service quality and to continuously improve the guest experience. The management team can use the feedback to make necessary changes and improve the quality of service provided.

THE CHALLENGES:

Time-Consuming: Planning, coordinating, and conducting mystery guest visits or calls can be a time-consuming process. Hotel owners and staff may need to dedicate significant time and effort to ensure the program runs smoothly.
Staff Disengagement: Some hotel staff may not be fully engaged in the program, which can lead to a lack of enthusiasm or attention to detail during the evaluation.
Difficulty in Implementing Changes: Implementing changes based on the feedback can be challenging. It may require additional resources, such as hiring new staff or investing in new equipment, and these changes may not be feasible or practical for the hotel.
Limited Frequency: Conducting mystery guest programs too infrequently may not provide enough feedback for the hotel to make meaningful changes. On the other hand, conducting them too frequently may result in staff becoming too accustomed to the program and potentially leading to inaccurate feedback.

OPPORTUNITIES

Involve Staff: To overcome staff disengagement, it's important to involve staff in the program. This can increase staff buy-in and create a culture of continuous improvement.
Prioritize Changes: To overcome difficulty in implementing changes, prioritize the changes that will have the most significant impact on the guest experience. Identify quick wins that can be implemented easily and build momentum for larger changes over time.
Offer Training and Resources: To support staff in implementing changes, we provide training sessions and resources such as checklists, standard operating procedures, and training modules.
Measure Success: To ensure that the program aligns with the hotel's overall business objectives, establish clear metrics to measure success. This can include guest satisfaction scores, employee engagement scores, and revenue growth.
Continuous Improvement: conducting regular evaluations and following up on previous feedback to ensure that changes have been implemented effectively and that the guest experience continues to improve over time.