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Hotel Groups and Collections

Mystery Visits From Mystery Shopping Companies

Mystery guests, also known as secret shoppers or silent customers, serve as the perceptive eyes and ears that delve into the intricacies of guest interactions, service delivery, and overall experiences from the perspective of the customer. These professional individuals provide valuable insights into the customer journey across a vast range of businesses, including hotel groups and collections.

Hotel Mystery Guest Services

Whether our mystery guests dine in the hotel restaurant or spend the night in accommodation, they will be conducting valuable market research into the guest experience at your hotel group. With a keen eye for detail, our hotel mystery guests highlight opportunities for operational refinement, staff training enhancement, and improving the overall customer journey.

Quality & Consistency

Through the meticulous evaluations and insightful feedback provided by our mystery guests, hotel groups and collections can achieve quality and consistency; where every guest experience resonates with sophistication, warmth, and unparalleled service delivery. By ensuring every guest touchpoint is seamless, our mystery guests provide insights for hotels to achieve hospitality excellence that resonates with guests long after their stay.

Staff Empowerment

By providing discreet evaluations and feedback, hotel group mystery guests from Silent Customer serve as catalysts for growth, learning, and empowerment among hotel staff. This empowerment not only enhances individual performance but also encourages a culture of teamwork, accountability, and guest-centric dedication, strengthening the foundation of exceptional service delivery within the hotel industry.

Positive Feedback & Encouragement

The presence of mystery guests within hotel groups exceeds conventional feedback mechanisms, as it involves an unbiased and unfiltered perspective that captures the essence of genuine guest experiences.

At Silent Customer, we understand the importance of receiving positive feedback and constructive criticism to promote positive change, which is why our hotel mystery guests will always provide constructive suggestions and pinpoint opportunities for growth to avoid negatively impacting your staff’s motivations.

How Does a Mystery Guest Experience Work?

Our mystery hotel guests will be assigned a guest experience where they will attend as a covert customer observing and analysing the hotel experience from check-in to check-out. They then document their findings to be reported back to our clients to deliver a path to hospitality brilliance for their hotel group.

What Are the Benefits of Using Mystery Guests for My Hotel?

The use of mystery guests at a hotel group or chain offers a wealth of benefits that are essential for enhancing guest experiences and driving operational excellence.

–       Enhance customer satisfaction

–       Highlight staff training opportunities

–       Ensure industry differentiation

–       Discover opportunities for improvement across the hotel group

Ultimately, the presence of a mystery hotel guest enables hotel groups and collections to refine their operations and exceed guest expectations while showcasing opportunities for overall improvement.  

Work With Us

Elevate your hotel business to new heights of excellence with Silent Customer. Our proven expertise in mystery evaluations and guest experience enhancements can unlock the hidden potential within your hotel group.

Contact us today to collaborate on your hotel’s journey to success.

Motivate your teams

  • Identify training needs to improve customer satisfaction
  • Motivate and stimulate teams to excel in their customer interactions
  • Benchmark standards in a way that promotes collaboration and change

Get one holistic view of business impact

  • Monitor improvements over time
  • Compare performance across different sites and area managers
  • Identify ways to increase revenue and reduce revenue leakage

Gather real-life insights

  • Audit the success of new campaigns and projects
  • Action collaborative decision-making at senior management level
  • Measure expectations against branding and online influence

Contact Us for a Free Consultation

Mystery customers offer an objective perspective on your customer experience, allowing you to uncover blind spots, identify areas for improvement, and ensure consistent service quality across all touchpoints.

Our experienced team analyse the feedback and recommendations provided by our mystery shoppers, allowing you to make data-driven decisions, implement targeted training programs, and enhance overall customer satisfaction, ultimately driving business growth and success.

Contact our Silent Customer team today for more information.

Enquire Now

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Free Training Tools

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Intercepting Complaints

Check-backs and complaint handling go hand in hand. Intercepting a problem before a customer tells you, or Google, not only prevents negative word-of-mouth but can increase revenue through loyalty and positive PR.

Use our fun PEP talk sheets to support your front-line teams in learning how to avoid complaints.

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Engaging Conversations

Building a natural and genuine rapport with guests can be the most positive and memorable part of their dining experience. Whilst the food and the environment can be remarkable by itself, making a customer feel that they are more than just a table number, has a far wider reach in terms of spreading positive word-of-mouth.

Use our fun PEP talk sheet to support your front-line teams in learning how to have engaging conversations.

Download PDF

Positive Body Language

Being able to communicate positivity, and with enthusiasm, encourages customers to reciprocate in the same manner. However, most of us are unaware of how we are perceived by others and, whilst we may think we are coming across as welcoming and friendly, our body language could be telling a different story.

Use our fun PEP talk sheet to support your front-line teams in understand the importance of self-awareness.

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Relevant Recommendations

Team members need good product knowledge to be able to describe and enthuse, but often don’t know what many of the dishes taste like. A lack of upselling is also often due to a lack of confidence in knowing where to start a conversation that leads to a recommendation.

Use our fun PEP talk sheet to support your front-line teams in learning how to upsell.

Download PDF