Mystery Shopping Programs for Hotels & Spas
From Hotels, Motels, Resorts, Bed and Breakfasts and event Spas, we will assist you with creating a customized mystery shopping program optimized to give you the information you need to improve performance across all areas like:
- Meeting bookings
- Check in’s and check out’s
- Service and guest experience
We use state of the art Mystery Shopping software for all your report generating needs. All of your reports are available to you within 24 hours of the mystery shop being completed and this information is available to you 24/7.
MYSTERY SHOPPING AND CUSTOMER SATISFACTION SERVICES FOR HOTELS AND RESTAURANTS:
CUSTOMER SERVICE AUDITS
Our trained and certified mystery shoppers act as your eyes and ears. They’ll visit your establishment under the guise of a typical customer, and report back their guest experience.
Do you really know what’s happening on the front line of your hotel, especially when you’re not available? Just one employee’s poor performance could waste the millions of dollars you spend getting and keeping your customers. – Baron Hilton of Hilton Hotels
Your Mystery Shopping reports will give you a detailed, objective, and accurate view of your hotel from your customers perspective.
COMPETITOR INTELLIGENCE PROGRAM
Want the scoop on the competition?
Mystery Shoppers will shop your competition and provide you with the “competitive edge!” Compare your sales and service strategies and stay one step ahead.
Do you sell alcohol or tobacco products?
Protect yourself, your employees, and your business. Ensure all government compliant Identification procedures are being followed appropriately, and as required. A mystery shopper (of legal age) but still under 21 (or 25) makes a purchase, and reports whether the proper identification was requested.
Our Compliance Program provides invaluable peace of mind!
Do you have concerns about shrinkage or employee integrity issues that you’re not sure how to address?
We’ll work with you to develop a program to help identify and control the issue, and assist with incorporating a solution.
ONLINE COMMENT CARDS
Does your hotel, bed and breakfast or restaurant offer customers the old paper method to express their thoughts to you?
Why not give your customers choice and the convenience of providing their comments online? You can gain a better understanding of guest experience and also generate statistical reports from the information collected, and save you and your employees time having to manually enter and analyze the data.
DECOY AGENT SHOPS
An excellent choice for hotels with restaurants & bars.
This program takes the Compliance Program one step further. *Agents and **Decoys visit your establishment together. A Customer Sales and Service audit is performed. The agent takes the lead by requesting an alcohol beverage or tobacco product, followed by the Decoy.
Are your staff serving minors simply because they are accompanied by someone of the age of majority?
*Agent = mystery shopper who has reached the age of majority in your province. **Decoy = minor who is approaching the age of majority.
TELEPHONE (CUSTOMER CARE) EVALUATIONS
Often the only chance you have to make a grade-A first impression is via the telephone.
Are your employees treating in-bound calls as an opportunity, not as an interruption or nuisance? Our certified mystery shoppers evaluate the greeting, telephone manner, helpfulness, courtesy, and sales skills. Telephone evaluations are of immeasurable value to Call Centers and Retailers. Calls may also be recorded upon request.
EMPLOYEE REWARDS PROGRAM
This program entails Customer Sales and Service visits to your hotel, restaurant or hospitality business. Once the mystery shopper has completed and gathered all of the information they need to know, the employee can either be rewarded on the spot by the mystery shopper, or rewarded at a later date.
Rewards are limited only by your imagination. We can help pick the perfect reward for you.
EMPLOYEE SATISFACTION SURVEYS
Learn vicariously through your employees’ experience!
Besides yourself, no one knows your company better than your employees. Are they happy? Do they have a great idea to improve morale and sales? Surveys are tailored to discover the information you need to maintain a successful employer/employee relationship. Surveys may be administered anonymously or otherwise.
Our certified shoppers visit your website and evaluate every element including selling tactics, checking out (purchase), returns, ease of use and appeal to target audience/market.
VOICE OF THE CUSTOMER PROGRAM
The hospitality industry is built on exceptional customer experience. Negative reviews can greatly affect any hotel, resort or spa. By implementing the Voice of the Customer program, you can get a greater sense of how what your customers felt about their stay; identifying any significant problems and prioritizing solutions.
Get the most insights from a mystery shopping company that has the highest level of expertise in the hospitality industry. Contact Shoppers Confidential today to discuss your unique business needs.