Centurion Hospitality mystery shopping audits are conducted as ordinary customer visits and neither the staff nor management is notified of the exact time they will take place. Our audits are carried out by professionals with years of experience in the tourism and hospitality industry, who are able to pay attention to every detail and make an impartial assessment at the same time.

Regular mystery shopping inspections are the most effective method of monitoring the quality of guest service. Moreover, considering that any customer could be a mystery guest, your staff is indirectly motivated to provide high service quality to each and every guest, soon making this practice instinctive.

MYSTERY SHOPPING REPORT

After a careful and detailed evaluation of the customer service, a thorough assessment of the level of service, compliance with service standards and other key factors is provided at the end of the inspection. Clearly presented information allows you to see the deficiencies of the company and make the right improvements effectively.

The mystery shopping report includes the following information:

COMPLIANCE WITH SERVICE STANDARDS

performance of service standards and rankings for each point of customer service and separately for each of the 12 service standard subcategories

COMMENTS AND NOTES

description of each point of customer service, detailed timing of the visit, information about the staff member

PHOTOS

cleanliness and arrangement of room and items, food and drinks served, housekeeping service

AUDIO RECORDINGS

reservation at a restaurant, booking a treatment at a spa centre, booking a hotel room

SUMMARY

results of the mystery guest inspection, including charts and diagrams

BENEFITS OF MYSTERY GUEST VISITS

INFORMATION AND GROWTH – INSEPARABLE TERMS.

Are customers satisfied with the overall quality of services at your hotel, restaurant and spa centre? Will they have a reason to return? What is the actual performance of your staff and which areas require improvements?