Retail Active Pioneers New Mystery Guest Programmes Within The Hotel Sector

Exceptional levels of customer service are vital to the success of any leading hotel brand. Hotels need to continually monitor and evaluate the service their staff offer their customers and are turning to Retail Active Mystery Guest programmes as a means to measure that service.

The benefits of Mystery Guest Programmes within hotels are endless. Not only do the programmes measure and monitor the levels of service the hotel provides, but helps to improve sales and customer retention. Continual measurement ensures standards are constantly achieved.

As the hospitality industry moves toward achieving higher standards than ever, the measuring and defining of customer service standards is essential.

The customer journey can start months ahead of a visit and the initial contact is vital to set the right impression. Mystery Guest Programmes tend to cover every aspect of the hotel visit from a customers perspective. This can be from the reservation process right through to check out and in some cases after sales follow up. Advanced Mystery Guest Programmes also review the hotels website and advertised features and offers.

Increasing staff awareness about the importance of customer service for each department helps to ensure that staff are clear about the standards required and how to achieve them.

Many hotels use customer surveys and satisfaction questionnaires as a method of collecting customer data but find that this does not give them the whole picture of the service they provide their customers.

Every customer touch point should be measured against set company standards. There are a wide range of service elements that can be measured and evaluated in every hotel department.

Hotel Mystery Guest Programmes prove to be most successful when every member of staff is involved in the process.Organisations who ensure staff are trained to understand the expectations of the customers they serve are rewarded with improved sales and increased customer retention.

Mystery Guest Programme reportage should always be shared amongst all staff within every department. This is so staff can see how they are performing against the criteria set. It is vital that reports are presented in a positive manner and wherever possible staff are rewarded for their achievements.

Hotel Mystery Guest Programmes are sometimes referred to as Mystery Shopping, Secret Customer and even Mystery Dining Programmes.