Onsite Mystery Shops

"Identify product or personnel
issues while systemizing
performance reviews and
keeping your staff on their toes"

 

 

 

 

 

 

 

 

         

 

1. Reservation process	12. Concierge via telephone
2. Valet arrival	13. Concierge in person
3. Check in ...view sample template	14. Spa visit
4. Bellhop service	15. Pool area visit
5. Property inspection	16. Hair Salon
6. Suite inspection	17. Bar ...view sample template
7. Housekeeping ...view sample template	18. Full service restaurant
8. Wakeup call	19. Shuttle service
9. Maintenance request	20. Gift Shop
10. Room service	21. Check out/departure
11. Complimentary breakfast	22. Valet departure

Can't find the department you would like to be shopped? We would be more than happy to create a custom survey for you.

Often times, business managers become immersed in the operational aspect of their business and lose the ability to take an outsiders’ perspective.  With our Onsite Mystery Shop program you can see your business from the guest’s perspective.  Our highly experienced shoppers pose as your customers and complete customized surveys for each area of interest.  Upon completion of their stay you will be provided with a comprehensive report summarizing and evaluating all aspects of the service received.

In the News:

"Practice presents opportunity to sharpen skills."
Mystery Shoppers Keep Employees on Their Toes

"Restaurant owners say a review from a professional critic can have an immediate if not lasting effect on business traffic"
The Double Agent at Table 14

"Because guest satisfaction does fluctuate over the year, guests may have varying experiences depending on the time of year. Brands with highly variable guest experience might not meet expectations and disappoint guests during critical peak periods. The resulting negative word-of-mouth communication can affect growth and impact future business."
Hotel Seasonality Impacts Guest Experience

What is Included?

Dedicated account manager
Program setup and revisions
Customized shopper survey
A variety of real life shopper scenarios
Survey of all departments
Scheduling of random onsite shops
Shopper first impressions and personal observations
All details summarized
Detailed audit of total customer experience
Video/Audio recording options
Analysis and trend report
Database of results and trend performance
Multi-property comparison analysis
Results, evaluation and consulting
Regular program reviews