MYSTERY GUEST Flashcards
[DEFINITION] Who is hired by a company to pose as a customer in order to evaluate the quality of its service?
Mystery guest
Why are mystery guests useful?
1. They have a true guest ex_____
2. Op____ Dep_____ need feedback
3. Hotel chains need con___cy of service delivery
4. Guests comments are not always re___
5. Un___ guests do not always give feedbacks
6. Employees may be tempted to h__e problems and negative guests co____
7. Line managers do not always li___ to emplyees comments
8. Managers may have less att______ to details
9. Employees may per___ differently from the managers
“ Hiring pro_____ staff with external advice is the solution to ensure proper feedback”
- experience
- operations departments
- consistency
- reliable
- unhappy
- hide, comments
- listen
- attention
- perform
“ proffessional”
[WHY USE A MG] In a fiercely competitive market, any successful hotelier understands that maintaining st_____ to exceed guest expectations for every visit is ess____ to stand out and that there are plenty of competitors chomping at the bit to take their place, should standard sl____
standards, essential, slip
[WHY USE A MG] The carefully prepared and thorough re_____ they provide will give an insight into the experience from a guests’ per____
reports, perspective
The importance of regular Mystery Guest Visits:
Regular mystery guest visits, rather than highly anticipated one-off hotel inspector assessments, offer the most effective insight for iden_____g trends and setting or ad____g standards
identifying, adapting
[VISITS AND EVALUATION]
1. Approx a stay of ___ hours to evaluate all services in the hotel
2. Ano____
3. It evaluates the hotel at a spe____ moment in time
- 48
- Anonymously
- specific
[WHAT IS EVALUATED] Reservations:
1. The mystery guest should experience every dis____n channel that drives business to your hotel
2.They should book a re______ on the website and call your hotel directly to change it or ca____l it
3. Make sure the mystery guest eva___s the reservation call center at different hours of the day so that they can see if the quality of the experience va__s
- distribution
- reservation, cancel
- evaluates, varies
[WHAT IS EVALUATED] HOTEL STAY:
1. The mystery guest should experience the hotel op___n at its peak pe___s as well as its slow ones to see if service levels are mar____y different
2. If it is a seasonal resort or hotel, it is recommended to shop ___ month before the b__y season and one just as the season be___. The main point is that shoppers should be experiencing what your guests are.
- operation, period, markedly
- a, busy, begins
The Mystery Guest will evaluate the following: (7)
1. Reservations: check- ____, check- ____
2. Hotel stay in different sea___
3. Method of arr____( car, cab, shuttle)
4. F___ outlets: to be tested
5. Re__ outlets: to be tested
6. Service reco____s
7. Special tests
- Check - in, check - out
- Seasons
- Arrival
- Food
- Resort
- recoveries
[FACTORS ASSESSED]
1. The quality of customer service, including ge___l and tech___l efficiency
2 Fri___ss of staff
3. Layout, appearance of the pre___s
4. Qua___ and var___ of goods or services on offer
- general and technical
- friendliness
- premises
- quality and variety
Mystery guests particularities ( tính riêng biệt):
1. Inspectors can work for hotel ch__ or pri___ companies to assist in rating hotels.
2. They are required to travel a bit, lo___, regi____ and even nati___, depending on the types of establishments or brands they evaluate
3. While time away from home is difficult, ri___ in job is very low as treated to the best a hotel can offer
- chains or private
- locally, regionally, nationally
- risk
Who is a revered ( tôn kính) figure in the hotel world?
The hotel Inspector
[HOTEL INSPECTOR] With the power to be__w ( ban tặng) the honour of a listing in the famous Hotel guides, a visit from a hotel inspector is enough to cause the best room to be reserved, the best china to be laid out and all staff instructed to bring their A game to the table.
bestow
[ HOTEL INSPECTOR] The hotels often do what for the inspector’s arrival?
prepped
[ HOTEL INSPECTOR] Consequently, a hotel inspector often sees an art_____ showcase of a hotel service rather than a true re____ of the guest experience.
artificial, reflection
