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Mystery shopper

For each owner or manager it is important to know what is happening in the hotel or restaurant, when he is absent. It could happen that without constant supervision even the most remarkable and loyal employees sometimes relax and allow themselves what they should not allow. As a result, there are disgruntled the guests who have not been given necessary attention, were poorly served, just were not noticed. There was an old rule: one satisfied guest shared his thoughts about the establishment with one or two acquaintances, and not one satisfied guest shared his thoughts with ten acquaintances. With the advent of the Internet and social networks, these figures have highly increased.

As a result, the image of the enterprise or institution is very much affected.

To verify the stability of the service, The Hospitality Management Company recommends to conduct regularly the audit of works’ quality by using Mystery Shopper method.

Mystery shoppers lead the revisions checks under the guise of ordinary customers and then submit a detailed report in a fixed form.

The objects of verification are both personnel (customer orientation, compliance with job descriptions, general behavior) and common space (compliance with standards, availability of advertising materials, and convenience for visitors).

The employees of The Hospitality Management Company will help you, as a manager, competently evaluate the work of your departments in terms of international hotel standards: identify weaknesses, strengths, resource efficiency.