Often, hotels are not aware of guests every necessity or special requests; for this reason, it is essential to know exactly how to provide máximum satisfaction for guests to exceed their expectations. The most effective method to do this, is to obtain the guests ideal stay through mystery guest.

When we discuss hotel’s online reputation, we refer to the most recent guests(tourists) experience, which future guests can review online. For this reason, monitoring online reputation is vital to a hotel’s success. Reviews not only influence the prospective guests decision while choosing a hotel to book, reviews impact other factors such as, prices and as a result hotel GOP. As we mentioned in our previous  article, according to a study from the University of Cornell a 1 point increase on a scale of 100 in the GRI (Global Review Index) translates to a 0.89% in the ADR (average daily rate), 0.54% in the occupation and 1.42% in the RevPAR (income per room available).

Often, hotels are not aware of guests every necessity or special requests and this creates unreal expectations beyond what is offered, which, does not help the prestige or hotel’s online reputation.

Since this is the case, it is essential to know exactly how to provide máximum satisfaction for guests to exceed their expectations and establish a positive relationship to make them loyal guests. The most effective method to do this, is to obtain the guests ideal stay through mystery guest.

Through this best practice we monitor hotels to provide feedback to staff so that, they operate with quality service. Not only to identify improvement points, but also aspects most important and relevant within the hotel. In this case, the most important points of a hotel are:

1. Staff. One of the most important factors that exist within a hotel. Its existence, appearance, uniformity, and the treatment of guests is the reflection that determines the corporate image.

2. Professionalism. It is important to familiarize ourselves with the real needs of our clients. Such as, attention, and the friendliness towards guests from both staff and managers is important. Another fundamental aspect are the strategies of up-selling, that produce the general objective: a quality service.

3. Product. The presentation, organization and quality of an offered product is essential. Have certainty that the goal of every employee is to exceed the expectations of the client by means of our offered services and products.

4. Image. The sense of arrival, sense of place, and the added touch of interior design are always relevant factors for guests that make them feel embraced (comfortable) and apart of the hotel and its surroundings. The level of maintenance in a hotel is decided in many cases by guests. Therefore, if those aspects make clients happy and comfortable; to offer it at a high quality is more beneficial than negative.

As a team of experts within the tourism industry, the hotel factory has implemented mystery guest for clientes in four continents; identifying their  less attended hotel aspects, in order, to offer solutions that improve not only ADR, occupation and RevPAR but also their online reputation.