How Hotels use Mystery Shoppers

Mystery shoppers are widely used in the hotel industry. Customer satisfaction is certainly the most important objective within a hotel. Certain hotel companies have their hotels shopped every few months to allow them to accurately measure the quality of their customer service. Keeping hotel guests coming back is a big part of their revenue strategy and the proper way to do that is to make every encounter with their guests’ pleasurable ones.

Receiving a request to visit a hotel can be a wonderful experience if you are a mystery shopper. It normally comes along with lots of benefits such as: free accommodations, free food from the restaurant or room service, use of the pool and fitness center, free use of the hotel shuttle, and more. If the hotel company is pleased with the service you provide for them it may be possible to visit other hotels throughout their chain to conduct mystery shopping visits. This will mean many free stays in other cities in your area. If you can find a way to combine these with mystery shopping visits for retail businesses it could mean totally free shopping trips for you.

Even though these visits include lots of benefits the hotel mystery shopper does have a job to do while enjoying the hotel’s amenities. Service encounters including making reservations, check-in, room service, check-out, or any other time you talk to hotel staff will be important times for you while analyzing the caliber of the hotels customer service. Cleanliness, available amenities, food quality, and hotel décor will also be things that the hotel management will be curious about while reading your mystery shopper report about their hotel. Remember to be precise and give as many details as possible while filling out your report.

The mystery shopping client may ask you to request certain services and report on them but even if they don’t to do so is a great strategy to impress them and acquire long term work. Things like calling down and requesting extra towels, asking for a wake-up call in the morning, or asking for directions to a local business are all good examples. Be clear in your report in regards to what you requested and exactly how well you were accommodated by the hotel.

If you found this article helpful and would like more information on Mystery Shopping please visit my website. We can also help with finding Mystery Shopper Vacancies if you are interested in becoming a Mystery Shopper.