What is a Mystery Shopping Program?
"Mystery shopping or a mystery consumer or secret shopper, is a tool used externally by market research companies, watchdog organizations, or internally by companies themselves to measure quality of service, or compliance with regulation, or to gather specific information about products and services". (Wikepedia)
Why is this important for the accommodation sector? This ensures that your policies and procedures are in place and are carried out by your people. One thing is to have it in paper. Another thing is if it's being done in actual work place. That's is what's good about evaluating your system "how customer's experience it".
What happens in a mystery shopping program? There are various program executions, as it depends on the priorities of the requestor or the organization who wants their services assessed. But in a nutshell, it traces the customer experience, from pre-arrival, arrival, guest stay and departure. Some would even look at post departure programs or customer relationship management systems in place for a more holistic approach.
That is why it is important to have an assessor that is credible and with experience. One thing is seeing it "in the eyes of a customer", but another in the shoes of a hotel operator. That is why an evaluator should have the necessary "specs" and should be able to see the whole thing in both perspectives.
If you would like to know more on Mystery Shopping and see how it could benefit your organization, feel free to email us at the thefilipinohotelier@gmail.com or call/text/viber at +639369726328.
"Mystery shopping or a mystery consumer or secret shopper, is a tool used externally by market research companies, watchdog organizations, or internally by companies themselves to measure quality of service, or compliance with regulation, or to gather specific information about products and services". (Wikepedia)
Why is this important for the accommodation sector? This ensures that your policies and procedures are in place and are carried out by your people. One thing is to have it in paper. Another thing is if it's being done in actual work place. That's is what's good about evaluating your system "how customer's experience it".
What happens in a mystery shopping program? There are various program executions, as it depends on the priorities of the requestor or the organization who wants their services assessed. But in a nutshell, it traces the customer experience, from pre-arrival, arrival, guest stay and departure. Some would even look at post departure programs or customer relationship management systems in place for a more holistic approach.
That is why it is important to have an assessor that is credible and with experience. One thing is seeing it "in the eyes of a customer", but another in the shoes of a hotel operator. That is why an evaluator should have the necessary "specs" and should be able to see the whole thing in both perspectives.
If you would like to know more on Mystery Shopping and see how it could benefit your organization, feel free to email us at the thefilipinohotelier@gmail.com or call/text/viber at +639369726328.
