Hotel Mystery Guest Audit

 

Hotel Mystery Guest Audit Program

You know your hotel is always under scrutiny from your guests. You only need to look at any review sites to see how your guests will often see things that you don’t. And before we know it they’ve told the world.

But it’s not always easy to be totally objective and see everything from the guest’s perspective. When we’re on site every day we often become oblivious to things that can stand out like a sore thumb to our guests who are seeing it for the first time. And with the pressures of the day-to-day operation it’s often easy to overlook some of the potentially niggling aspects which can become irritating to our guests, or mar the guest experience so it simply fails or to live up to their expectations.

And failing to spot these things can be very costly for your hotel, not only from the poor reviews and negative feedback which damage your reputation, but in the lost up selling opportunities and the potential for repeat bookings and referrals.

This is where having an independent “mystery guest” audit comes into play.

What will a mystery guest audit do for you?

  • It gives you an objective view on how you were performing on all the touch points that make up the customer journey
  • Find out how your team are contributing to the overall guest experience
  • Helps you identify missed sales opportunities
  • Identifies staff training and development needs

This will enable you to

  • Create operational standards and benchmarks to ensure consistency so every guest gets the same high standards
  • Gain buy in from your team by demonstrating to them how their actions and behaviours are perceived by your guests
  • Prioritise the actions that need to be taken by you and your team to increase your sales and profit margins
  • Provide the basis for you to establish training needs for your team and define training outcomes
  • focus your energy and efforts into the areas where they are most needed and will have the greatest impact on your guests’ experience

Who is the mystery guest audit programme for?

If you are a manager or owner of a small independently owned hotel in the UK# and are actively involved in the day-to-day running of the business it’s often difficult to take that step back and get a completely objective view of the operation as a guest sees it.

This program is perfect you if you:

  • Are getting plenty of hits on your website but they’re not converting to bookings
  • Would love your guests to refer you to all their friends, family and colleagues
  • Feel that you could be getting more incremental sales from your guests over and above the basics
  • Have received more negative feedback or complaints from your guests than you’d like and would like to redress the balance in favour of positive feedback
  • Need to improve your online reputation by getting glowing testimonials and reviews
  • Know that your staff could be doing more to give good customer service but not sure how to address this
  • Want to increase repeat bookings from your existing customers to take some of the headache out of chasing new business
  • Recognise that you need to make improvements but not quite sure where to start
  • Are not getting enough of the type of customers you’d really like to see

#I’m more than happy to conduct audits for hotels outside the UK, too. Just drop me a line and we’ll arrange a convenient time for me to give you a call to discuss this.

What does a mystery guest audit include?

  • Pre visit questionnaire to

oestablish your goals and what you want to achieve as a result of the audit

oensure your “mystery guest” is representative of your typical guest so the feedback reflects what’s important to your target audience

oidentify any specific non-standard areas where you’d like feedback, to ensure these are covered in the report and you get the feedback on the areas where you most need it

  • A full report after my overnight stay covering all aspects of the customer journey including:

oEase of finding relevant information and making a reservation on line or by phone

oFirst impressions following reservation, arrival and check in

oAccommodation, dinner (if relevant) and breakfast

oHousekeeping and maintenance of rooms and public areas

oStaff knowledge, helpfulness and welcome

oCheck out and departure

oAdditional products, facilities or services as agreed in advance*

  • An initial 1 to 1 feedback call to go through the report and its main points and findings
  • An in depth personal two-hour strategy call to help you formulate your plan of action to capitalise on your strengths and prioritise when and how to make any improvements needed
  • A tailored audit checklist to enable you to implement your own follow-up audits and initiate your own future improvement plans
  • A comprehansive range of optional follow-up coaching programmes to help you work on and implement your plan at preferential rates

 

How is this program different from other mystery guest programmes?

Unlike other mystery guest programmes I won’t leave you to decipher the report on your own or leave you wondering how you improve things. My focus is giving you the help and confidence to make the necessary changes, and the tools to sustain this over time.

Following the audit I will talk you through the report, highlighting your strengths and greatest assets so that you can start to capitalise and build on these. We will also discuss and agree your highest priority areas for improvement.

There’s no doubt that implementing changes as a result of the audit is the key to its success.

In the one-to-one strategy session we start to really drill down and map out a specific plan action to include the priority areas of focus, so you’re able to focus on a small number of manageable areas which will have the greatest impact, rather than diluting your efforts by trying to address everything at once. We’ll agree your specific goals so you can measure your success, and draw up your strategy to achieve these. We can talk about the potential barriers that will get in the way of your success and how to overcome these. And we’ll establish what tools, resources and support you may need, and how to obtain these, in order for you to implement your strategy.

Your investment

For the pre-audit questionnaire, hotel visit and audit, the full report, follow-up debrief call and 2 hour strategy planning session is just £897 plus travel expenses (based on all hotel expenditure being fully refunded). *Feedback on some additional products, facilities or services may incur an additional fee, which would of course be agreed in advance.

This may be a little more than you’d pay for a conventional mystery guest report, but this is no run of the mill mystery guest programme.

The difference is you’ll be getting all of the additional follow-up one-to-one support you need to take maximum benefit from the report and ensure it doesn’t just become another document gathering dust on your shelf. As I’ve said before, the audit is useless unless you’re able to implement changes as a result.

 

How can it be a “Mystery Guest” if we know you are coming?

In order for the audit to be fully effective I need to make my own booking which I’ll do based on potential dates you give me, and bypassing any specific dates or periods you want to avoid. I’ll then book under a different name. By all means tell your staff that a mystery guest will be coming, but you won’t know when.

Now we have to be realistic, and it’s quite possible that you’ll recognise me when I check in! If this is the case, keep this to yourself and don’t tell anyone else who I am. And please don’t give me any treatment different to that you give any other guest, otherwise it obviously dilutes the whole exercise.

In a perfect world I’d sit down with you at the end of my visit and talk through my observations. However, on the basis that you don’t know when I’m coming, this does mean there’s no guarantee that the timing is going to be convenient for you. So that said I will leave time for a brief chat at the end of my stay but will then schedule in some time for our initial feedback discussion. This is best carried out within 7-10 days of my visit, by which time you will have received the full report.

What happens next?

Either drop me a line at caroline@zealcoaching.com or give me a call on 01403 752487. We can then discuss your objectives, and a time window.

I look forward to hearing from you.

Best wishes

P.S. I normally limit mystery audits to no more than 2 per month, which does mean I can get booked up some way in advance. If you have an urgent need or a specific time frame in mind the earlier you contact me the more likely I’ll be able to schedule you in to suit your plans.

 

 

 

 

 

 

Mystery guest audit program

You know your hotel is always under scrutiny from your guests. You only need to look at any review sites to see how your guests will often see things that you don’t. And before we know it they’ve told the world.

But it’s not always easy to be totally objective and see everything from the guest’s perspective. When we’re on site every day we often become oblivious to things that can stand out like a sore thumb to our guests who are seeing it for the first time. And with the pressures of the day-to-day operation it’s often easy to overlook some of the potentially niggling aspects which can become irritating to our guests, or mar the guest experience so it simply fails or to live up to their expectations.

And failing to spot these things can be very costly for your hotel, not only from the poor reviews and negative feedback which damage your reputation, but in the lost up selling opportunities and the potential for repeat bookings and referrals.

This is where having an independent “mystery guest” audit comes into play.

What will a mystery guest audit do for you?

§It gives you an objective view on how you were performing in all the touch points that make up the customer journey

§Find out how your team are contributing to the overall guest experience

§Helps you identify missed sales opportunities

§Identifies staff training and development needs

This will enable you to

§Create operational standards and benchmarks to ensure consistency to every guest gets the same high standards

§Gain buy in from your team by demonstrating to them how their actions and behaviours are perceived by your guests

§Prioritise the actions that need to be taken you to increase your sales and profit margins

§Provide the basis for you to establish training needs for your team and define training outcomes

§focus your energy and efforts into the areas where they are most needed and will have the greatest impact on your guests’ experience

Who is the mystery guest audit programme for?

If you are a manager or owner of a small independently owned hotel in the UK# and are actively involved in the day-to-day running of the business is often difficult to take that step back and get a completely objective view of the operation as a guest see it.

This program is perfect you if you:

§Are getting plenty of hits on your website but they’re not converting to bookings

§Would love your guests to refer you to their friends, family and colleagues

§Feel that you could be getting more incremental sales

§Have received more negative feedback or complaints from your guests than you’d like

§Need to improve your online reputation

§Know that your staff could be doing more to give good customer service but not sure how to address this

§Want to increase repeat bookings

§Recognise that you need to make improvements but not quite sure where to start

§Are not getting enough of the type of customers you’d really like to see

#I’m more than happy to conduct audits for hotels outside the UK, but to make it viable for both of us, I would normally combine this with other programmes.

What does a mystery guest audit include

§Pre visit questionnaire to

oestablish your goals and what you want to achieve as a result of the audit

oensure your “mystery guest” is representative of your typical guest

oidentify any specific non-standard areas where you’d like feedback, to ensure these are covered in the report

§A full report after my overnight stay covering all aspects of the customer journey including:

oEase of finding relevant information and making a reservation on line or by phone

oFirst impressions following reservation, arrival and check in

oAccommodation, dinner (if relevant) and breakfast

oHousekeeping and maintenance of rooms and public areas

oStaff kowledge, helpfulness and welcome

oCheck out and departure

oAdditional products, facilities or services as agreed in advance*

§An initial 1 to 1 feedback call to go through the report and its main points and findings

§An in depth personal two-hour strategy call to help you formulate your plan of action to capitalise on your strengths and prioritises when and how to make any improvements needed

§A tailored audit checklist to enable you to implement your own follow-up audits and initiate your own future improvement plans

§An optional follow-up coaching programme to help you work on and implement your plan

How is this program different from other mystery guest programmes?

Unlike other mystery guest programmes I won’t leave you to decipher the report on your own or leave you wondering how you improve things. My focus is giving you the help and confidence to make the necessary changes, and the tools to sustain this over time.

Following audit I will talk you through the report, highlighting your strengths and greatest assets so that you can start to capitalise and build on these. We will also discuss and agree your highest priority areas for improvement.

There’s no doubt that implementing changes as a result of the audit is the key to its success.

In the one-to-one strategy session we start to really drill down and map out a specific plan action to include the priority areas of focus, so you’re able to focus on a small number of manageable areas which will have the greatest impact, rather than diluting your efforts by trying to address everything at once. We’ll agree your specific goals so you can measure your success, and draw up your strategy to achieve these. We can talk about the potential barriers that will get in the way of your success and how to overcome these. And we’ll establish what tools, resources and support you may need, and how to obtain these, in order you to implement your strategy.

Your investment

For the pre-audit questionnaire, hotel visit and audit, the full report, follow-up debrief call and to our strategy planning session is just £897 plus travel expenses (based on all hotel expenditure being fully refunded). *Feedback on some additional products, facilities or services may incur an additional fee, which would of course be agreed in advance.

This may be a little more than you’d pay for a conventional mystery guest report, but the difference is you’ll be getting all of the additional follow-up one-to-one support you need to take maximum benefit from the report and ensure it doesn’t just become another document gathering dust on your shelf. As I’ve said before, the audit is useless unless you’re able to implement changes as a result.

What happens next?

Either drop me a line at caroline@zealcoaching.com or give me a call on 01403 752487. We can then discuss your objectives, and a time window. In order for the audit to be fully effective I need to make my own booking which I’ll do based on potential dates you give me, and bypassing any specific dates or periods you want to avoid. I’ll then book under a different name. By all means tell your staff that a mystery guest will be coming, but don’t tell them when.

Now we have to be realistic, and it’s quite possible that you’ll recognise me when I check in! If this is the case, keep this to yourself and please don’t give me any treatment different to that you give any other guest, otherwise it obviously dilutes the whole exercise. In a perfect world I’d sit down with you at the end of my visit and talk through my observations. However, on the basis that you don’t know when I’m coming, this does mean there’s no guarantee that the timing is going to be convenient for you. So that said I will leave time for a brief chat at the end of my stay but will then schedule in some time for our initial feedback discussion. This is best carried out within 7-10 days of my visit, by which time you will have received the full report.

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