The "Mystery Guest" programme, widely used in organisations in developed countries as part of the business audit mechanism, is a highly effective method for measuring the quality of a hotel's operations, products and services.
Why Mystery Guest?
According to a report by the International Hotel Association, 93% of hotel guests leave without reporting problems or complaints about their stay. This reduces the likelihood of hotel managers learning about potential issues within an "empathy" framework and developing solutions accordingly. This is precisely where the Mystery Guest Research function becomes essential for hotels and restaurants.
Research Process
Comprehensive observations are carried out in guest-facing areas by researchers — all hotel professionals — through the eyes of both a hotelier and a hotel guest, following a pre-prepared programme, and reported with visual documentation.
- Reception and front office service evaluation
- Room cleanliness and amenity quality audit
- F&B service quality measurement
- Staff attitude and behaviour analysis
- General cleanliness and maintenance standards
- Service speed and effectiveness
Reporting & Action Plan
Research results are presented in a comprehensive report supported by visual documentation, with a prioritised action plan.
- Visual-documented comprehensive research report
- Scoring and industry benchmarking analysis
- Prioritised improvement recommendations
- Progress tracking through periodic repeat research