How Does It Work ?
On an assignment the Mystery shoppers go to designated establishments and pose as typical customers. When they leave, they fill out report forms that are custom-designed for each client as well as writing a narrative of our visit. As a shopper, we serve as the eyes and ears of our clients (owners and General Managers). The reports which are being produced are measurable and are designed to serve as benchmarks for future future mystery shopping reports.
The advantage an anonymous service evaluation, commonly called "shopping," is one more way to assess how well your staff is serving your guests. When properly used, a mystery shopper helps you identify weaknesses and flaws in service delivery that never happen when you as the owner, General Manager are watching. Shoppers can also uncover theft, an unfortunate but real problem that occurs in all business environments. On the positive side, a shopper can also identify those employees who provide consistently superior service to your guests. We always advise our clients to use this knowledge to recognize and reward employees. Your employees will appreciate and respond to positive feedback.
Mystery shopping is just one more tool to help management assess employee performance, assure consistent adherence to standards, maximize guest satisfaction and ultimately improve profits.
Mystery Shopping by SERVUS
It takes your months to gain new guests, but only seconds to lose them.
WHY DO WE LOSE OUR GUESTS?
SOURCE: Michelson and Associates
Today, low prices and products are both not unique to gain our guest. On the other hand, excellent service differentiates similar competitors and it is the only key to reach the success. It costs 5 times more to get a new guest than to keep an existing one.
The unsatisfied guests, who had a bad experience in your hotel, will tell 5 other people instead of telling you and they won't come back again.
"The guest who walks away unhappy and maybe doesn't tell us, is a guest we might lose and we really can't improve on our services if we don't know" one Hotel General Manager told us.
Everybody's had a bad experience trying to get the customer service we deserve. Assume that a guest may have asked for a non-smoking room somewhere on the first few floors of the hotel. Instead, he is booked into a smoker's room on an upper floor. The hotel made a mistake. The guest wants better service and so does hotel management. It is important to improve guest satisfaction, provide continuity of existing guests and enhance their staying with us.
SERVUS EVALUATE YOUR SERVICES IN THE WAY OF YOUR GUEST'S VISION!
The most important resources are both monitoring and measuring to improve your service quality. Mystery shopping is a billion dollar industry in North of America. In Turkey, this instrument to objectively measure the performance of the mainly shops and its staff has also widely been used. However Mystery Shopping to hotels is rather new. Never ever however has the time been better for improving services on one hand and finding out the costumers perspective of services on the other hand. At times when overall market pie does not increase only these hotels which provide the best value for money in the customers perspective will most benefit. To the excitement of our partners and clients recently we have started to integrate these services in our overall services.
The benefits of Mystery Shopping;
- Monitors and measures your service performance,
- Improves your service quality,
- Identifies training needs and sales opportunities,
- Ensures positive guest relationships,
- Allows for competitive analyses
Big hotel chains depend on mystery shoppers to get a customer eye view. A Hotel Mystery shopper is someone who visits an establishment Hotel for the purpose of evaluating the customer service, product quality, presentation and other specific details as requested by our clients. Our shoppers follow specific instructions during their visit and complete a written report after leaving the establishment. Prior to the actual Mystery Shopping we use our frame of questions and guidelines to arrange the criteria to your requirements.
During our visit we also use a Digital Camera to tape key moments (check-in, check-out, Restaurant Experience, Recreation experience, Room Service, and so force) during a stay.
On an assignment our Mystery shoppers go to designated establishments and pose as typical customers. When we leave, we fill out report forms that are custom-designed for each client as well as writing a narrative of our visit. As a shopper, we serve as the eyes and ears of our clients (owners and General Managers). The reports which are being produced are measurable and are designed to serve as benchmarks for future mystery shopping reports.
The advantage an anonymous service evaluation, commonly called "shopping," is one more way to assess how well your staff is serving your guests. When properly used, a mystery shopper helps you identify weaknesses and flaws in service delivery that never happen when you as the owner, General Manager are watching. Shoppers can also uncover theft, an unfortunate but real problem that occurs in all business environments. On the positive side, a shopper can also identify those employees who provide consistently superior service to your guests. We always advise our clients to use this knowledge to recognize and reward employees. Your employees will appreciate and respond to positive feedback.
Mystery shopping is just one more tool to help management assess employee performance, assure consistent adherence to standards, maximize guest satisfaction and ultimately improve profits.