Five good reasons to invite a mystery-guest to your hotel
- Eric Alauzen
- Mar 31
- 3 min read
Updated: 5 days ago
You've heard about mystery-audits, but you can't quite make up your mind, and you're wondering whether such an action will really be useful in your quality approach?
In all objectivity, we now give you five good reasons to make up your mind and make you realise that a mystery-visit action in your hotel will be beneficial for you, for your teams and, of course, for your customers. Five good reasons to invite a mystery-guest to your hotel.
1- Take stock of the reality of the customer journey in your hotel: as a manager, it is impossible for you to stand behind each and every one of your staff (at reception, in your restaurants, at the bar, in room service, on the floors or at security points) to find out how they behave with your customers. The secret of an excellent customer journey or customer experience lies in the fact that every exchange between your teams and your customers must be perceived (by your customers) as a moment of excellence and quality. Is this really the case?
The mystery-guest will behave like any other customer, but he will be able to assess the quality of these exchanges. Coming from the hotel industry, professional and curious, with an eye for the smallest detail, the mystery-visitor will be able to give you a perfect report on ‘what's going well and what's going not so well’.
2- A mystery visit is superior to other evaluation methods: more objective, less limited in scope than an online satisfaction survey, and broader and much less emotional than an online review on a specialised website. The mystery-visit, as conceived at EA Pro Nantes Formation, is based on a precise and demanding quality reference framework, never static and perfectly adapted to your hotel, respecting the guidelines defined during its preparation with you.
3- Take advantage of our quality benchmark to revise your own: our quality benchmark looks at every detail of your day-to-day hotel operations, both in terms of the know-how of your customer-facing teams and their savoir-être skills. The quality benchmark we use can cover up to 800 quality points that the mystery-guest will assess. During the mystery-visit report that we will give you at the end of the mission, we will share our feedback with you, and on the basis of this, you will be able to set up your own quality reference framework, which will enable you to better channel your quality initiatives by building precise areas for improvement, putting them into practice and obtaining more convincing results.
4- The mystery visit is the antechamber to a training programme that gives you every chance of success: by taking a neutral, accurate and very objective picture of your strengths, but above all of your weaknesses, it will be easy for our mystery-guest to draw up a training plan that will focus precisely on correcting everything that's going wrong. Our training company will then be able to tailor-make a training plan specifically adapted to your needs, with the aim of improving your service and thus achieving excellence.
At EA Pro Nantes Formation, the mystery-guest will also be the trainer if the company decides to follow up the visit with a training plan, which will lead to more conviviality between the trainer and his learners who will relive and correct together what was experienced by each other during the mystery-visit.
5- A formidable tool for motivation and proactivity: you alone will decide whether or not you want to reveal the results of the mystery visit report to your teams. If you decide to share the results, which is what we generally recommend, the positive or negative information will have to be passed on to your teams within a framework of kindness, respect and motivation. The mystery-visit should be seen by the teams as a starting point for moving from ‘not good’ to ‘much better’, or from ‘good’ to ‘very good’. The mystery visit will give you a wonderful opportunity to take action and install firewalls to protect your brand image by avoiding negative comments from your customers. Prepare the mystery-visit by informing your teams about it, and present it as a beneficial action to achieve excellence and stand out from the competition.
So don't hesitate, call us now to find out more:
T. +33 7 88 45 30 03
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