Mystery Shopping For Hotels, Spas, Resorts, Hospitality

Recently, there has been a shift in the modern hospitality industry as hotels compete directly with Airbnb and restaurants against online delivery services. Guest experience is becoming more and more essential to compete in today’s digital market. Mystery Shopping and quality assurance help hospitality businesses create welcoming experiences for their guests that improve customer satisfaction and retention. When used properly, customer experience evaluations encourage guests to return and engage with all the exceptional services and amenities your establishment has to offer.

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:

• Reservations
• Meeting bookings
• Check in’s and check out’s
• Service and guest experience
• Cleanliness

We use state of the art quality assurance software for all your report generating needs. All of your reports are available to you within 24 hours of the mystery guest’s stay being completed and this information is available to you 24/7.

Benefits of Hotel Mystery Shopping

1. Customer Service Evaluations to Enhance Customer Experience

Secret shoppers allow you to see the internal operations of your hotel or resort from a guest’s perspective. Our mystery hotel guests will report on the cleanliness of the rooms, customer service and all your organization’s key performance indicators for a customized quality assurance audit that highlights your opportunities for improvement.

2. Competitive Analysis for Improved Competitive Advantage

Today’s highly competitive hospitality market pushes businesses to set themselves apart from their competitors and develop customer loyalty. With our competitive intelligence program, you will learn how to leverage the differences between your hospitality business and your competitors to improve customer satisfaction and guest experience. Take advantage of your weaknesses and strengths in order to strategically position your hotel or spa for success.

3. Support your Employees to Deliver Optimal Guest Experiences

Your staff work tirelessly to keep your guests satisfied. They deserve to be rewarded and supported to continue to motivate them to perform their best. Our secret shoppers give you the opportunity to analyze employee performance and identify the areas in which they require support to improve customer care.

Secret Shopping and Hotel Quality Assurance To Measure Guest Experience

CUSTOMER SERVICE AUDITS

Our trained and certified mystery hotel guests 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 consumer's perspective.

COMPETITOR INTELLIGENCE PROGRAM

Want the scoop on the competition?

Mystery Shoppers will stay with your competition and provide you with the “competitive edge!”. Use our competitive analysis services to compare your sales and service strategies to others in the hospitality industry and stay one step ahead.

COMPLIANCE PROGRAM

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 Regulatory Compliance Audits provide invaluable peace of mind!

INTEGRITY PROGRAM

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 the 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 then 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 inbound 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.

WEBSITE EVALUATIONS

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 quality insights about your guest’s experience 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 and schedule your quality assurance audit today.

SOCIAL REPUTATION MONITORING

Being able to correlate your online social reviews directly with your mystery shopping results has never been easier than with our all-in-one platform.  Reply and interact with your reviews while creating data that can be analyzed to celebrate the top performers and creating a live build-in action plan to encourage all performers across your brand.