I Can Be The Mystery Guest for Your Hotel or Resort

 

Hello Managers/Owners of Hotesl, Resorts, Home-stays?

Are you looking for an unbiased and third-part opinion about your hotel or resort or home-stay? Do you need a outsider view point about your service, your hotel's cleanliness, food standards, garden space, employee engagement with guests, friendliness etc? If yes, then I can be the mystery guest.

As a mystery guest I will visit hotels or stay in your resort and conducts a performance review, especially I can do it without revealing the identity.

Here's an explanation of the concept:

Mystery Shopper/Mystery Guest Concept:

Role: A mystery shopper (or guest) is hired to visit hotels, resorts, or restaurants to assess and evaluate their services, operations, and cleanliness based on a standard checklist.

Objective: To provide an unbiased, real-world review of the guest experience without staff knowing they are being evaluated.

Key Areas Evaluated:

Customer Service: How well employees interact with guests, including responsiveness, politeness, and problem-solving.

Marketing: The effectiveness of marketing materials, signage, promotions, and online presence.

Operations: The overall functioning of the hotel, including booking processes, staff coordination, and service delivery.

Cleanliness: The standard of cleanliness in rooms, common areas, bathrooms, and dining spaces.

Guest Experience: The general comfort and satisfaction of staying at the hotel, from check-in to check-out.

Characteristics of a Mystery Shopper/Ghost Guest:

Anonymous: The mystery shopper/guest does not reveal their identity, allowing for a genuine experience without bias from the staff.

Real-Time Experience: They book a room, dine, use amenities, and interact with staff as a typical guest would.

Evaluation Based on Checklists: They often work with predefined criteria or checklists provided by the hotel management or a third-party consultancy.

Report: After their stay, they provide a detailed report of their findings, which could include areas for improvement or praise for exceptional service.

Benefits of Mystery Guest:

Unbiased Feedback: Because staff do not know they are being observed, the feedback is more authentic and reflects the real guest experience.

Improvement Opportunities: Identifies areas where services, cleanliness, or operations fall short of expectations, offering opportunities for corrective action.

Benchmarking: Helps to compare the hotel's performance against competitors or industry standards.

Other Relevant Terms:

Quality Auditor: This term is used when the review involves formal audits of performance, services, and operational standards.

Hotel Inspector: A more formal title used for someone who evaluates all aspects of the hotel for compliance with set standards, often associated with industry ratings.

Summary:

Mystery Shopper/Guest: Anonymous reviewer assessing hotel performance.

Focus Areas: Customer service, marketing, operations, cleanliness, and guest experience.

Method: Anonymous visits, real-time use of services, and reporting based on actual experiences.

Goal: Provide management with real, unbiased feedback for improvement.