Advice and Resources for the Hospitality Industry

  • attractions and customer service

    Using customer service to make your attraction memorable

    By on May 4, 2016

    Sure, customers will come through your attraction and have a good time, but what happens after? Even if the sale has been made, ensuring your customer has a valuable experience and one that they can remember should be a top priority for your business. Customers have a tendency of remembering the little things more than the good service received, and

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  • Mystery shopping programs

    Mystery shopping programs in Ontario’s hospitality industry

    By on April 27, 2016

    Mystery shopping is a service that has been around for decades, dating back to the 1930’s. Today, it’s a $1.5-billion-a-year production, with a large chunk of that being travel-based. Mystery shopping programs are used among hotel brands around the world, and are critical to better understanding the customer’s point of view and increasing profit levels for your business. Hospitality mystery shopping

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  • improve customer retention

    Improve your customer retention with mystery shopping

    By on April 21, 2016

    With new customer acquisition being the main objective of many businesses, they forget the important focus of customer retention and this means that return customers and word of mouth referrals are lost. Mystery shopping services can help to improve your overall customer experience; helping you to attract new customers and retain current ones. Mystery shoppers focus in on customer satisfaction because

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  • customer service training programs hotels

    Why build your customer service training programs from secret shopper reports

    By on April 13, 2016

    Any company that has created a culture of customer service excellence has done so through a custom customer service training program. These businesses truly understand their own customer expectations and have educated their employees to exemplify behaviours that satisfy those expectations One way that companies uncover the information needed to facilitate an excellent customer service experience is through secret shopper services

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  • Here’s what’s typically evaluated during a restaurant mystery shop

    By on April 6, 2016

    Do you own a restaurant and wonder if a mystery shoppers evaluation could help you improve your guests experiences? You are thinking along the right line. Secret shoppers are extremely valuable to Niagara restaurants, this is because they evaluate the entire customer experience without bias. This genuine look at your place of business is something you can not achieve alone

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