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Mystery Guest Service
Mystery Guest program of Marc Hospitality allows to look at the hotel through the eyes of the guest, while receiving recommendations for improving the service from hotel professionals
Marc Hospitality provides service audit in accordance with the world standards of Mystery Shopping methodology. The task of the mystery guest program is to identify the most vulnerable places in the hotel service - from the state of the hotel stock and external attributes to the level of professionalism and initiative of the staff in communicating with the guest.
Benefits
Based on the program, a number of unique service advantages are created in the struggle for the guest. The program detects shortcomings in the service, which could not be identified independently.
The possibility of creating an effective system of motivation, built on understandable and measurable indicators for employees. The program gives directions for staff training on "weak" sections of the service. Employees are much more collected and professional, because each client sees a secret guest.
Provides clear control over the implementation of service standards and additional sales
Online access to the Mystery Direct results analysis system
Access to this system with the ability to get all the results in a cloud solution allows the management of the hotel to always keep a "hand on the pulse"The difference with our competitors is that our visits / reports are not done by freelance contractors but by our own professional team, and all have at least 15 to 20 years 5* hotel or Michelin star restaurant Management background with hospitality training
Most important after taking action, it should result in returning guests - higher revenue and upgrading or fix your quality standards