Mystery Guest Audit
A hotel's service standard is truly tested when it is seen through the guest's eyes.
Scope
A mystery guest audit assesses the guest journey from reservation to check-out without prior notice, through the eyes of a real guest. Findings are matched to the business's own service standards, and management prioritises areas for development with a report showing what actually happens on the floor.
Method: Assessment along the guest journey against the business's service standards
Who it's for
- Hotels that want to see how their service standards work on an ordinary day
- Groups that want to compare their properties using the same criteria
- Managements that want to measure the guest experience independently of audit periods
Other services in this area
- Operational Excellence AssessmentA hotel's real performance shows when operations are running at full capacity.
- Pre-Certification AuditWhether a system really works becomes clear only when it is looked at with an independent eye.
- Supplier Audit and DevelopmentThe quality of the food served to guests, the chemicals used, and outsourced laundry, pest control and technical maintenance services starts at the supplier's site.
- Risk-Based Internal AuditIn most hotels the internal audit is done once a year, before certification, with equal time given to every department.