he idea of using hotel mystery shopping is in its infancy, but reputable companies pride themselves on the expertise they have gained in the two decades that this service has been available. Many companies began by offering excellent quality training courses for service providers in the hospitality industry and have developed an assessment process to back this up. Many are multi national companies and have offices in various places - from Dubai to Hong Kong and India. This enables clients who have hotels in several countries to use the facility from a common service provider.
The main benefactors are hotel chains and large consortiums, who are constantly striving to provide top quality service to all their customers. Staff training and development is imperative in such a competitive industry and it has transpired that, through hotel mystery shopping, staff performance can be monitored and measured.
Hotel Mystery Shopping
Hotel mystery shopping is a very individual service that may follow specific protocol depending on the criteria required or, where necessary, may take a more tailored approach according to the customer's requirements. The idea is to keep a check on the service being provided by staff in the most unobtrusive, realistic way. Performance, selling, interpersonal and management skills can all be assessed and evaluated and appropriate training and development can be given where necessary.
It is recognised that in the hospitality industry the customer is the key and it is the employee - their manner, professionalism and knowledge - that makes the difference between a potential sale and a repeat customer, or not. Reputation can also be affected and so, therefore, can future revenue. The importance of checking and monitoring employees, either by involving hotel mystery shopping visits or mystery calls, is paramount if you are going get the best from your staff.
It is the subtlety of the hotel mystery shopping service that means a very realistic picture of what is happening at ground level can be given. High technology software is used in the evaluation of the service and this involves professional benchmarking programmes.
The Package
In order to analyse the quality of service in all aspects of your business and to ensure this service is maintained, some companies have produced a package that provides their service for up to two years. The ultimate aim of the programme is to give the client an idea of the actual quality of their hotel compared to the guidelines and standards the industry expects.
A hotel mystery shopping visitor can give you an insight into how the customer is made to feel when they are using your facility. Through an extended stay in your hotel the undercover guest can monitor members of staff at different times of the day, in various situations and under different levels of stress. Much can be gained from this method of assessment.
To monitor the quality of performance it is important that the checks are not simply one-off. It is advised that managers and directors are involved in checking staff regularly while the service provider delivers checks from undercover guests, shoppers and testers.
The software used gives standard benchmarks while also allowing access to comparative statistics. Facility standards, services and other facets of a particular business can be measured and compared with the national and international averages.
The main benefactors are hotel chains and large consortiums, who are constantly striving to provide top quality service to all their customers. Staff training and development is imperative in such a competitive industry and it has transpired that, through hotel mystery shopping, staff performance can be monitored and measured.
Hotel Mystery Shopping
Hotel mystery shopping is a very individual service that may follow specific protocol depending on the criteria required or, where necessary, may take a more tailored approach according to the customer's requirements. The idea is to keep a check on the service being provided by staff in the most unobtrusive, realistic way. Performance, selling, interpersonal and management skills can all be assessed and evaluated and appropriate training and development can be given where necessary.
It is recognised that in the hospitality industry the customer is the key and it is the employee - their manner, professionalism and knowledge - that makes the difference between a potential sale and a repeat customer, or not. Reputation can also be affected and so, therefore, can future revenue. The importance of checking and monitoring employees, either by involving hotel mystery shopping visits or mystery calls, is paramount if you are going get the best from your staff.
It is the subtlety of the hotel mystery shopping service that means a very realistic picture of what is happening at ground level can be given. High technology software is used in the evaluation of the service and this involves professional benchmarking programmes.
The Package
In order to analyse the quality of service in all aspects of your business and to ensure this service is maintained, some companies have produced a package that provides their service for up to two years. The ultimate aim of the programme is to give the client an idea of the actual quality of their hotel compared to the guidelines and standards the industry expects.
A hotel mystery shopping visitor can give you an insight into how the customer is made to feel when they are using your facility. Through an extended stay in your hotel the undercover guest can monitor members of staff at different times of the day, in various situations and under different levels of stress. Much can be gained from this method of assessment.
To monitor the quality of performance it is important that the checks are not simply one-off. It is advised that managers and directors are involved in checking staff regularly while the service provider delivers checks from undercover guests, shoppers and testers.
The software used gives standard benchmarks while also allowing access to comparative statistics. Facility standards, services and other facets of a particular business can be measured and compared with the national and international averages.
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