Hospitality Mystery Shopping

Hotels attract customers with facility features and benefits, but they keep customers returning by providing superior guest service. Through a tailored mystery shop program implemented by Service Performance Group, we will measure each associate interaction and deliver back to management a chronological narrative summary and scorecard of the mystery shoppers time spent on-site.

Hospitality Secret ShoppersOn a monthly basis (or based on how often you choose), you will receive no-cost detailed drill-down Summary Reports providing accurate data allowing senior management to see the larger chain wide picture through to each individual location allowing for decisions to be made and action taken with confidence.

SPG mystery shopping services includes these standards as well as client specific benchmarks:

  • Reservations
  • Staff Appearance, Availability, Friendliness
  • Knowledge
  • Empowerment
  • Willingness to Assist
  • Up-selling / Add on Sales
  • Physical Plant Readiness
  • Quality of Food & Beverage
  • Guest Room Quality

Service Performance Group hotel mystery shopping programs are designed for limited, full and extended stay brands. Want to ensure customer loyalty and repeat business? Engage our service to provide you the tools to successfully evaluate and manage staff.

In conjunction with our mystery shop program, or utilized as a stand-alone component, you might also consider deploying Service Performance Group’s low cost, high quality Customer Satisfaction Surveys (C-Sats), easily and quickly taken through use of a Smartphone or Tablet to receive unvarnished opinion directly from your customers.