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
Professional assessment
Opportunities for growth
Employee motivation
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?