Secret Guest

It is important for each owner or manager to know what happens in a hotel or restaurant when he is not there. Even the most loyal employees without constant monitoring sometimes relax and allow themselves what they should not allow. As a result, there are disappointed  guests who have not been given due attention, poorly served, just have not noticed. There was an old rule: one satisfied guest shared his thoughts about his experience with one or two friends, and one not satisfied - with ten.

As a result, the image of the company is very much affected. Hospitality Management recommends to conduct a quality audit of operation departments work using the Mystery Shopper method. Mystery shoppers conduct checks under the guise of ordinary customers and then submit a detailed report in the prescribed form.

The objects of audit are both personnel (focus on customer requests, compliance with job descriptions, general behavior) and the general space (compliance with standards, availability of advertising materials, convenience for guests).  The Hospitality Management specialists will help you, as a leader to correctly assess the work of the departments of your hospitality enterprise in terms of international hotel standards: identify weaknesses, strengths, and efficient use of resources.

Duration 4 weeks. Price from 48 000 rubles.