We provide Hotel Mystery Guest consulting service by using very subjective "mystery guests" to be able to Objectively Measure Quality of Guest Experience.
Mystery Guests are
Your eyes and ears on the ground when you are not present on site.
• Objective evaluation of guest experience
• Identify gap between brand standards and actual practices
• Provide customized reports to clients
• Identify potential training and competency gaps
• Evaluation of all services provided from check in to check out
Hotel Mystery Guests by QUEST is a great way to measure hotel guest experience. Your customers are not just your guests… your client’s satisfaction is always on the front of your mind. Pursuit of excellence includes having an expert and objective feedback company measure your hotel staff’s execution of brand standards. In an increasingly competitive market, QUEST'S ongoing guest experience evaluations offer the opportunity to set your company apart from your competition.
Don’t wait to act until it’s too late, and your guests air their grievances for all the online world to see. QUEST’s mystery guest empowers your company to proactively search for areas of opportunity before they become a viral hotel experience nightmare.
QUEST’s services will increase your hotel’s guest satisfaction and improve your reputation.
The feedback from social media outlets and post check-out surveys is too often vague and generic for any real remedial action. What exactly is a manager supposed to do with “the staff was rude?” Arm your managers with actionable, objective feedback… intelligence that will enable them to to actually change specific behaviors or patterns
We stand out because we will not allow ourselves to be subject to influence by other agencies, individuals or personal agenda but will provide you ACCURATE results and data that you will be able to use to improve as needed. Thus for us "Mystery Guest experience is understood to be "A TRUE / GENUINE Guest experience"
Visits from regional management simply do not replicate a true guest experience. QUEST mystery guests give you detailed and timely intelligence from an authentic guest perspective – information that can ONLY be attained through an unannounced and anonymous source
A hotel mystery guest program will encourage staff to “always be on” with every guest.
It’s not just a ‘gotcha’ for poor performance – use the positive information to celebrate successes by rewarding employees who excel… “Catch” them doing a great job!
Some of the ways to use Mystery guest service:
1. Analyze your competitors:
Mystery Guests are
Your eyes and ears on the ground when you are not present on site.
• Objective evaluation of guest experience
• Identify gap between brand standards and actual practices
• Provide customized reports to clients
• Identify potential training and competency gaps
• Evaluation of all services provided from check in to check out
Hotel Mystery Guests by QUEST is a great way to measure hotel guest experience. Your customers are not just your guests… your client’s satisfaction is always on the front of your mind. Pursuit of excellence includes having an expert and objective feedback company measure your hotel staff’s execution of brand standards. In an increasingly competitive market, QUEST'S ongoing guest experience evaluations offer the opportunity to set your company apart from your competition.
Don’t wait to act until it’s too late, and your guests air their grievances for all the online world to see. QUEST’s mystery guest empowers your company to proactively search for areas of opportunity before they become a viral hotel experience nightmare.
QUEST’s services will increase your hotel’s guest satisfaction and improve your reputation.
The feedback from social media outlets and post check-out surveys is too often vague and generic for any real remedial action. What exactly is a manager supposed to do with “the staff was rude?” Arm your managers with actionable, objective feedback… intelligence that will enable them to to actually change specific behaviors or patterns
We stand out because we will not allow ourselves to be subject to influence by other agencies, individuals or personal agenda but will provide you ACCURATE results and data that you will be able to use to improve as needed. Thus for us "Mystery Guest experience is understood to be "A TRUE / GENUINE Guest experience"
Visits from regional management simply do not replicate a true guest experience. QUEST mystery guests give you detailed and timely intelligence from an authentic guest perspective – information that can ONLY be attained through an unannounced and anonymous source
A hotel mystery guest program will encourage staff to “always be on” with every guest.
It’s not just a ‘gotcha’ for poor performance – use the positive information to celebrate successes by rewarding employees who excel… “Catch” them doing a great job!
Some of the ways to use Mystery guest service:
1. Analyze your competitors:
- Use Mystery guest to visit your competitors.
- It allows you to get a better knowledge of who your nearest competitors are, their pricing structure and service quality.
- Customer buying experience clearly and objectively defined.
- We can help to document step by step the process of buying your services /products or seeking customer support - online or at the location.
- You can detect deficiencies and make alterations to your customer care charter to the benefit of your customers.
- Mystery guest is a great training aid as it will highlight professionalism, helpfulness, integrity, appearance, and knowledge of you team during the buying process.
- This type of mystery shopping can provide key information for your Human Resources department about specific employees.
- We believe that this type of mystery guest service should be performed on an-going basis