Resort / Hotel / Motel / Lodging Telephone Mystery Shops

Resort / Hotel / Motel / Lodging Telephone Mystery ShopsWe’ve conducted thousands of hotel mystery shops over the past 15 years.

We work with all segments and brands – limited service to luxury.

We conduct telephone shops during all shifts, including graveyard.

What can hotel phone mystery shops do for you and your staff?

Telephone mystery shops keep associates on their toes. Not knowing when a mystery shop will take place, they are encouraged to provide exemplary service at all times when speaking with guests or potential guests.

Are your associates struggling with certain scenarios? Our shoppers can focus on trouble areas and help redirect / train associates in areas where they may be struggling.

Phone mystery shops are a great training tool that allows you to evaluate your associates and provide detailed performance feedback. Being able to hear your employees’ tone of voice, level of professionalism and the knowledge they express about your property will provide a great deal of insight.

Brand policies and procedures are important….

What is your customer service system? We’ve worked with an extensive list of hospitality and lodging companies over the last 15 years and we’re familiar with different guest service standards (e.g. At Your Service, Gold Standards).

But so are variety and flexibility:

We can mystery shop any department at your hotel – Front Desk Associates, Bellmen, Concierge, Housekeeping, Sales, Restaurants, Reservations, and more.

We offer standard scoring forms for all calls types which can be tailored to your needs / guests – get creative.

Hotel mystery shop reports and sound files can be accessed at anytime from anywhere by simply logging into our website.

Hotel phone mystery shopping doesn’t have to be expensive. Just 20 mystery shops per month may enable you to cover all associates answering the phone at least once per month. So, for the cost of a typical guest’s one room multi-night stay, you can ensure all associates at your hotel / motel / resort provide exceptional customer service.

Phone Mystery Shops

Cyber Mystery Shops

In-person / Video Mystery Shops

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