Almost every hotel manager and owner understands the importance of listening to the customer. But how many truly know first-hand what is happening on a day-to-day basis and especially when they’re not around? Mystery Guest reviews are a useful way of measuring efficiency and customer experience.
What is Customer Experience?
Customer experience is the impression a guest has of your brand.
These impressions are felt before, during and after a stay. They include communications (website, emails, social media), the hotel lobby and check-in experience, the services provided by housekeeping and waiters, the spa, restaurant and bar, the products and menu options, the maintenance department, and so on.
For hotels, improving customer experience is the single most critical goal, and those who excel in this area are likely to gain significant competitive edge over the competition.
The management of the customer experience is therefore vital to your success. Customers must have a positive experience each and every time they visit your hotel.
What is a mystery guest review?
Professional and independent analysis and reporting based on real customer experience which enable hotels to quickly ascertain and enhance the true quality of service. We assess a wide aspect of your business’ service offering, for example:
- What is the check-in process like?
- Are staff adequately trained?
- ls the facility equipment of a sufficiently high standard?
- ls cleanliness maintained in private and public areas and rooms?
- ls the food of a high quality?
- What is the service like?
A mystery guest review is one of the most effective tools for detecting defects in service at all levels, whilst providing valuable independent insight into a business’ operations, service delivery and standards from a customer’s perspective.
How do we undertake Mystery Guest Reviews?
Following a briefing our mystery guests attend your sites unannounced, as an everyday guest, to review and rate the full experience that your real guests receive. We can work to your chosen dates, or select our own dates, adding to the element of surprise.
Our mystery guests make their own room booking at the best available rate at the time of booking and, if possible, on a room only basis, giving the opportunity to make an additional cash test purchase for breakfast. They will aim to arrive at the hotel around normal check in time and leave after breakfast the following day.
Upon completion of the visit, we will provide a full report of our findings, which includes detailed feedback on the customers experience.
It is important to note that the service we provide is not just a tick box exercise, we always send multiple mystery guests and spread over a period of time, to corroborate evidence.
ln Summary
Mystery Guest Review’s offer valuable insight and objective feedback to help you improve service and efficiency across your hotel, thereby enhancing customer and brand experience and increasing profitability.
Boyd’s Hotel Reviews offer a deep, independent, analytical analysis of a cross-section of service standards across your hotel business.
Talk to us about how we can help your business manage risk and grow profit.