Centurion Hospitality mystery shopping audits are conducted as ordinary customer visits and neither the staff, nor the management is notified of the exact time they will take place.
We entrust the audits to practitioners in the specific field, who are able to notice the most important details, as well as provide an objective assessment.
MYSTERY SHOPPING REPORT
After a careful and detailed evaluation of the customer service, a thorough assessment of the level of service, compliance with service standards and other key factors is provided at the end of the inspection. Clearly presented information allows you to see the deficiencies of the company and make the right improvements effectively.
COMPLIANCE WITH SERVICE STANDARDS
performance of service standards and rankings for each point of customer service and different service standard subcategories
COMMENTS AND NOTES
description of each point of customer service, detailed timing of the visit, information about the staff member
cleanliness and arrangement of room and items, food and drinks served, housekeeping service
reservation at a restaurant, booking a treatment at a spa centre, selling over the phone
results of the mystery guest inspection, including charts and diagrams
BENEFITS OF MYSTERY GUEST VISITS
Detailed and objective overview based on international business practice.
Identifying skills and weaknesses; providing suggestions for their improvement.
External motivation serving of each and every guest in the highest professional manner.