Mystery guests for hotels, restaurants and tourism.
Experience evaluations in the hospitality, catering and transport sectors.
Let’s start with the experience.
Let’s retrace the guest’s or passenger’s experience at the agreed stages: requesting information, making a booking, being welcomed and using the service.
- Information and bookings
- Reception and guest relations
- Consistency of the service with the expected standards
- Handling enquiries and issues
Who it is useful for
Hotels, bed and breakfasts, restaurants, fast food outlets, tourist accommodation and passenger transport.
The outcome for management
A report on the steps that work well and those that require attention, to ensure a more consistent experience throughout the guest’s journey.
Checklists, indicators and reporting procedures are defined within the project. The data is checked by staff prior to analysis.
Mystery guest: observe the guest’s journey.
A mystery guest is an undercover guest who observes agreed stages of the experience at a venue. With Mystery Tourist, the project may cover hotels, bed & breakfasts, restaurants, tourist accommodation and passenger transport.
What might a hotel assessment involve?
Enquiries, bookings, reception and use of the selected services. The scenario specifies which moments to observe and what evidence to gather: not all assessments follow the same procedure or take the same amount of time.
What do you look out for in a restaurant?
As per the project, the following aspects are assessed: booking management, customer reception, clarity of information and customer interaction during the service. The criteria are based on the standards agreed with the organisation.
Do mystery guests replace guest reviews?
The two sources offer different perspectives. Reviews recount spontaneous experiences; an undercover visit follows a pre-defined scenario and checklist. The results must be interpreted in the context of the observed incidents.
See how a report organises findings and priorities, or Describe the establishment you wish to evaluate.
Let’s discuss your project.
Which aspects of the service would you like to understand better? Let’s start with your objectives to define an assessment programme that will benefit your organisation.