With changing demographics of guests, a slow economy and increasing competition from new accommodation services, hotel managers and owners are facing new challenges in maintaining and increasing the flow of guests through the doors. With summer coming to an end, it’s a great time to reclaim your hotel quality assurance with a hotel mystery shopper and guest experience audit.
Manager and Guest Expectations
A key part of having a mystery guest visit your accommodations is evaluating the quality of customer service that your staff provides. You’ve set standards for them that they are expected to meet, if not exceed and with one of the busiest seasons coming to an end, it’s important to make sure that your teams are maintaining the same energy and dedication to the guest experience that they did at the start of the season. Our mystery shoppers will evaluate the experience from check-in to check-out and everything in between to see how the experience is aligning with your expectations.
Of course, the hotel manager’s expectations are only one piece of the puzzle. Our mystery shoppers range in age, income, and background, and are representative of the guests you already have as well as those you’d like to see visiting your business. They’ll evaluate the experience against the expectations of their demographic to ensure that the services and amenities that you offer align with the ones they’re looking for.
New revenue opportunities
We’ve told you before how room service is losing out to local delivery services for feeding guests and hotels are suffering as a result. A guest experience audit identifies trends like this that are happening within your establishment and helps to identify new revenue opportunities through upselling, as well as ways to make those opportunities reach out and appeal to guests.
Evaluation both inside and out
In addition to evaluating customer service and identifying upselling opportunities, hotel mystery guests take an in-depth look at the property itself to assess its appeal in general and, for chain hotels, in relation to the standards set out by the company.
Powerful Reporting delivered to you
Braymark’s Total Feedback Index will put all of the data you or your managers need at your fingertips. You’ll have access to customized report generation using parameters that you define to collect and understand the data relevant to your needs and have the ability to segment that information to the necessary teams or key staff members, allowing you to set new goals for each.
Braymark Services’ Niagara mystery shoppers are personally recruited and trained by us and are assigned in order to fit the demographics important to your business, setting us apart from other mystery shopping services. You’ll get the information you need to reach your goals and grow your business.
