As we talked in one of our previous posts “The mystery guest, an excellent tool, in order, to improve the online reputation”, the improvement of customer satisfaction generates a high impact on the main economic variables of a hotel such as ADR, occupation, RevPAR … and one of the tools that the hotel factory offers to achieve it is the mystery guest.

However, the mystery guest is a very versatile tool that goes beyond helping to increase the satisfaction of our customers, since it plays an important role in quality control. In this context, it can be very useful for those hotel chains whose executive managers wish to keep strict control over the implementation of their hotel strategies, generally in those cases where, due to structural reasons of the organization, decisions are made by managers who in their day to day they are not in touch with what happens inside their establishments.

Therefore, at the hotel factory we have developed our own methodology, which allows us to perform an effective analysis of the quality of the hotel services and customer service by:

• Identification and selection of the best profile of our mystery guest that perfectly suits the project.

• Definition of a detailed action plan that will be carried out during the mystery guest.

• Definition of questions and key situations that your employees must face and allow us to measure the quality of services.

• Identification of the weak points to improve and the strengths to take profit of them.

• Creation of an improvement plan for the guest experience.

• We help to implement a more efficient management of resources.

To do this, our professional team makes a quality control audit of the different services:

• Hotel’s reservation and reception process.
• Condition, disposition and cleaning of the facilities.
• F&B services (Breakfast, restaurant, bar …)
• Customer service: kindness, predisposition and professionalism of the staff.
• Other services available at your hotel.

At the hotel factory, we believe that the mystery guest is one of the fastest and most effective tools to control the quality of the hotel services, and therefore, improve customer satisfaction, which will not only determine the decision of the clients at the time to choose between one establishment or another, but also the increase of the GOP of your establishment.