HOSPITALITY
  • Correct online and offline prescription from customers
  • Are your staff following the established customer service process?
  • Are customers really satisfied with the accommodation in your hotel or in your restaurants?

Mystery Guest and Mystery Dinner

In addition to our on-site, phone and online mystery service for retail, we can offer Mystery Guest, a specialized mystery shopping service for hotels that measure crucial aspects of the guest experience that impact guest satisfaction and loyalty. We also provide Mystery Dinners Programs, mystery shoppers who visit your restaurants and evaluate performance based on your standards.

Mystery Guest is the mystery shopping technique for accommodations. A shopper will stay in your hotel to have contact with your staff and obtain a complete assessment of the guest experience as an external audit. Since each hotel is different, our questionnaires adapt to  address different hotel services.

The Mystery Dinner is the mystery shopping service for restaurants and coffees. It evaluates the whole process from the first contact, such as the phone or online booking, to the visit to the restaurant: staff professionalism, the condition of the food and hygiene of the premises. The questionnaire will be customized to each type or restaurant.

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Monitoring of the welcome process

at the reception

Staff professionalism

and kindness

Online booking

and its correct operation

Up-selling

and Cross-selling

Condition and cleanliness

of the premises

Compliance

with room standards

Ability to react

to problems

Compliance with processes

to communicate with customers

It consists of analysing if the processes established by the hotel are being followed; such as the reception policy, greeting to guests, check in process, if the ID is requested when paying.

Hotel staff are the hosts; therefore they must offer an excellent service to customers and try to make them feel as comfortable as possible. The points to be assessed are how staff address customers, if they talk to them politely, if they answer in a friendly manner, if they are paying attention to solve any incident that may arise.

 

In this technological age, a high percentage of the bookings are completed online, therefore it is essential that the online platform works smoothly.

Make sure your front line employees are consistently up-selling and cross-selling your services on every location. For instance, are customers informed of the possibility of having breakfast there, the touristic routes available, the hotel laundry service, the possibility to relax in the SPA.

Monitoring key points such as the cleanliness and order in the premises. For instance, are corridors clean, is the reception area tidy, is other guests’ luggage on the way or far from its owners, are products correctly displayed in the bar area or are the lift mirrors appropriate?

All rooms must meet certain criteria set by the hotel. For example, how towels are placed in the room, how the toiletries are arranged as well as soap and other items, the perfume used, how beds are made.

It is relevant to know how employees act on certain occasions that may be more controversial or complicated. The hotel brand image must always be looked after, and they must find a solution with good manners.

Our shoppers will help you to find out how they communicate with hotel guests and what customer service is offered. For instance, if they address your guests politely, if they are kind to guests, if they introduced themselves by the name.

 

Staff professionalism

and kindness

Customer

waiting time

Condition of food

when reaching the table

Explanations about the menu

or a certain dish

Online booking

and its correct operation

Kindness and prompt attention

of phone bookings

Cleanliness and hygiene

in the premises

It consists of analysing if the processes established by the hotel are being followed; such as the reception policy, greeting to guests, check in process, if the ID is requested when paying.

Hotel staff are the hosts; therefore they must offer an excellent service to customers and try to make them feel as comfortable as possible. The points to be assessed are how staff address customers, if they talk to them politely, if they answer in a friendly manner, if they are paying attention to solve any incident that may arise.

 

In this technological age, a high percentage of the bookings are completed online, therefore it is essential that the online platform works smoothly.

Make sure your front line employees are consistently up-selling and cross-selling your services on every location. For instance, are customers informed of the possibility of having breakfast there, the touristic routes available, the hotel laundry service, the possibility to relax in the SPA.

Monitoring key points such as the cleanliness and order in the premises. For instance, are corridors clean, is the reception area tidy, is other guests’ luggage on the way or far from its owners, are products correctly displayed in the bar area or are the lift mirrors appropriate?

All rooms must meet certain criteria set by the hotel. For example, how towels are placed in the room, how the toiletries are arranged as well as soap and other items, the perfume used, how beds are made.

It is relevant to know how employees act on certain occasions that may be more controversial or complicated. The hotel brand image must always be looked after, and they must find a solution with good manners.

Our shoppers will help you to find out how they communicate with hotel guests and what customer service is offered. For instance, if they address your guests politely, if they are kind to guests, if they introduced themselves by the name.

 

Your waiters are the visible face of your restaurant, they will have direct relationship with your customers. Therefore, an excellent customer service must be ensured, and they must try to satisfy everyone’s wishes. We will assess their relationship with customers, if they address them politely, if they answer in a friendly manner, if they pay attention to any request.

We will assess the time needed for staff to take customers’ orders, or the waiting time for the food to be served. These are key points to analyse if the restaurant offers a good customer service.

How the food arrives to diners is the most important point in a restaurant, monitoring that the food arrives in optimal conditions will have a direct effect in the restaurant reputation. For instance, if the food is served cold, if food plating is correct, etc.

Finding out if the staff are selling the product according to the restaurant criteria, if they explain the dishes and if they give arguments on the dishes being served.

In this technological age, a high percentage of the bookings are completed online, therefore it is essential that the online platform works smoothly.

How the phone is answered, how many ring tones until the phone is answered, if they mention the restaurant’s name or how they greet on the phone. All these features must be assessed in order to offer the best phone service.

Monitoring the cleanliness and order in the premises. For instance, if the floor is free of serviettes and food, the table cloths are in good condition, the products are correctly arranged in the cafe area, the toilettes are clean, they tables are clean and well laid out according to the restaurant process.

Compliance with the standards established

by the franchisee

Customer service in compliance

with the protocol

Gastronomic offer

of the restaurant

Monitoring of prices

and promotions

Decoration and layout

of the franchised outlet

Phone and online booking,

correct management

It consists of analysing if the processes established by the hotel are being followed; such as the reception policy, greeting to guests, check in process, if the ID is requested when paying.

Hotel staff are the hosts; therefore they must offer an excellent service to customers and try to make them feel as comfortable as possible. The points to be assessed are how staff address customers, if they talk to them politely, if they answer in a friendly manner, if they are paying attention to solve any incident that may arise.

 

In this technological age, a high percentage of the bookings are completed online, therefore it is essential that the online platform works smoothly.

Make sure your front line employees are consistently up-selling and cross-selling your services on every location. For instance, are customers informed of the possibility of having breakfast there, the touristic routes available, the hotel laundry service, the possibility to relax in the SPA.

Monitoring key points such as the cleanliness and order in the premises. For instance, are corridors clean, is the reception area tidy, is other guests’ luggage on the way or far from its owners, are products correctly displayed in the bar area or are the lift mirrors appropriate?

All rooms must meet certain criteria set by the hotel. For example, how towels are placed in the room, how the toiletries are arranged as well as soap and other items, the perfume used, how beds are made.

It is relevant to know how employees act on certain occasions that may be more controversial or complicated. The hotel brand image must always be looked after, and they must find a solution with good manners.

Our shoppers will help you to find out how they communicate with hotel guests and what customer service is offered. For instance, if they address your guests politely, if they are kind to guests, if they introduced themselves by the name.

 

Your waiters are the visible face of your restaurant, they will have direct relationship with your customers. Therefore, an excellent customer service must be ensured, and they must try to satisfy everyone’s wishes. We will assess their relationship with customers, if they address them politely, if they answer in a friendly manner, if they pay attention to any request.

We will assess the time needed for staff to take customers’ orders, or the waiting time for the food to be served. These are key points to analyse if the restaurant offers a good customer service.

How the food arrives to diners is the most important point in a restaurant, monitoring that the food arrives in optimal conditions will have a direct effect in the restaurant reputation. For instance, if the food is served cold, if food plating is correct, etc.

Finding out if the staff are selling the product according to the restaurant criteria, if they explain the dishes and if they give arguments on the dishes being served.

In this technological age, a high percentage of the bookings are completed online, therefore it is essential that the online platform works smoothly.

How the phone is answered, how many ring tones until the phone is answered, if they mention the restaurant’s name or how they greet on the phone. All these features must be assessed in order to offer the best phone service.

Monitoring the cleanliness and order in the premises. For instance, if the floor is free of serviettes and food, the table cloths are in good condition, the products are correctly arranged in the cafe area, the toilettes are clean, they tables are clean and well laid out according to the restaurant process.

The franchisee, as part of a parent company, must respect some guidelines and processes established by the brand in every selling point

Each franchised outlet is different, it has a specific and protocolized way of serving its customers. Thanking customers for their visit, explaining the dishes, walking the customer to the table, asking if they would like anything else, etc. are very important in many brands. These details and many others that constitute the protocol of each franchise can be assessed and quantified with a mystery shopping programme.

The various franchised outlets must have uniformity in design, menu options, product presentation, waiter explanations of dishes, etc.  

It consists of finding out if all the franchised outlets have the same offers, promotions and vouchers, or if all the outlets have the same price list.

 

The atmosphere, decoration, lighting and even the smell must be the same for all franchised outlets. We will analyse that the brand essence is present in every corner of the restaurant, even in small details.

 

The lack of customer service during bookings is quite common and this will mean a loss of turnover as well as getting customers upset due to the lack of service. With a mystery shopping programme, it is possible to assess the management of online and phone booking.