A mystery shopper in hotels is a person who is hired to evaluate the quality of service and customer experience provided by a hotel. The mystery shopper poses as a regular guest and stays at the hotel to assess the quality of service, amenities, cleanliness, and overall guest experience. The objective of a mystery shopper is to provide an unbiased and objective evaluation of the hotel's performance.
Mystery shoppers are given specific criteria and guidelines to follow during their stay, such as checking in and out, ordering room service, interacting with hotel staff, using hotel amenities, and providing feedback on the overall experience. The feedback is then used by the hotel management to identify areas for improvement and enhance the guest experience.
Choosing a Swiss Hospitality Group (SHG) expert to be a mystery shopper in your hotel can provide several benefits:
Overall, choosing a Swiss Hospitality Group (SHG) expert to be a mystery shopper in your hotel can provide a valuable and comprehensive evaluation of your guest experience and help you improve your services and facilities to meet the evolving needs of your guests.
A mystery shopper in hotels will typically check various aspects of the hotel's services and facilities to evaluate the quality of the guest experience. Here are some of the things a mystery shopper from SHG in hotels will check:
The feedback provided by SHG is used by hotel management to identify areas for improvement and enhance the guest experience. this item.
The frequency of hiring a mystery shopper in hotels depends on various factors, such as the size and type of hotel, the level of competition in the market, and the hotel's objectives and goals.
Some hotels may choose to conduct mystery shopper evaluations on a regular basis, such as once a quarter or twice a year, to monitor and maintain the quality of service provided to guests. Other hotels may choose to conduct evaluations less frequently, such as once a year or as needed, depending on their needs and resources.
In general, it's recommended that hotels conduct mystery shopper evaluations at least once a year to assess their performance and identify areas for improvement. However, if a hotel is experiencing issues or concerns with guest satisfaction, it may be necessary to conduct more frequent evaluations to address those concerns and improve the guest experience.
Ultimately, the frequency of hiring a mystery shopper in hotels should be based on the hotel's specific needs and goals, as well as their resources and budget.
The cost of hiring a SHG mystery shopper in hotels can vary depending on several factors, including the location of the hotel, the length of the evaluation, and the scope of the evaluation.
Generally, the cost of hiring a SHG mystery shopper in hotels can range from $1980 per day to several thousand dollars per evaluation. It includes multiple evaluations or ongoing evaluations to help hotels continuously monitor and improve their guest experience.
It's important to note that while hiring a mystery shopper can be a significant investment, it can also provide a valuable return on investment in the form of improved guest satisfaction, increased customer loyalty, and ultimately, higher revenue.