Why choose Retail Active – Hotel Mystery Guest programmes

Why YOU choose Retail Active for your Hotel Mystery Guest programme?

As one of the leading Mystery Shopping and Brand Audit providers, we pride ourselves on delivering meaningful and concise reporting for the numerous Hotel and Resort companies that have already benefitted from our services. 

Many of our most established clients are Hotel and Resort corporations and our years of experience within this sector has helped us develop a unique approach to focus exactly on what is expected of a Mystery Guest programme. 

We help our valued clients gain a complete understanding of what their hotel service experience really is from a guest’s perspective.  At Retail Active we provide a complete solution, from initial research regarding your Mystery Guest programme to the final conclusions and recommended actions.

Our carefully selected global mystery shopper panel are always available to stay away from home and to give impartial feedback on their experiences.  Each mystery guest has been trained to spot the specific attributes of your guest expectations and the bespoke elements of your brand.

Our clients are enjoying unrivalled growth and success.  How much is poor service costing your business?  Find out what we can do for your company at www.retailactive.com.

Making a Living as a Mystery Shopper

When 25 year old Jay Cox gets home after a day’s shopping – he counts up how much he’s earned.

Jay, from Exeter in Devon, is a full-time Mystery Shopper, carrying out undercover assignments all over the country, to assess standards of customer service.

He can appear unannounced in businesses ranging from High street retailers to posh South Coast Marinas - with a brief to buy a mooring for a luxury yacht.

There’s a James Bond touch too. He often carries a concealed digital camera with a pin-head sized lens hidden in his lapel or under his cap.

Jay, who left school with just a handful of c and d grade GCSEs, says Mystery Shopping can bring in up to £25,000 year.

He started part time six years ago – and went “professional” two years ago.

He says; “Employment prospects in Exeter are not good if you don’t have any qualifications – so Mystery Shopping is an ideal career choice.

“I enjoy being my own boss, I like working with people and I have a flair for technology.

“You have to be very organised and make careful plans to maximise the number of visits and minimise travelling expenses.

“When I work in London, I leave home at 4am to start work at 9,

“I can get in between four and seven visits per day.

“I pose as a customer and make detailed notes about the quality of the customer service. The biggest thing I’ve bought is a house.

“As well as getting paid, you get to keep some of the smaller items – but obviously I had to give the house back!!”

Jay, undertakes regular assignments for Britain’s market-leading Mystery Shopping company, Retail Active Mystery Shopping.

Retail Active’s managing director, Julian Chamberlain said: “Mystery Shopping is an ideal way to earn extra cash and enjoy shopping at the same time.

“It is perfect for people looking for a second income or for students seeking to make some much-need cash.

“We employ thousands of Mystery Shoppers. Few of them want to make a living like Jay – but his case does show that if you have drive and imagination- there is no reason why it shouldn’t be a full-time job.

“Retail Active Mystery Shopping fulfils a vital role in retailing – by helping companies to constantly assess the quality of their customer service and to keep ahead of their competitors.

“All we ask is for our shoppers to be conscientious, articulate and able to recognise great service.

“You can experience top brands, restaurants, hotels and holidays – and help to make a real difference in keeping businesses on their toes.”

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.