Mystery Guest Visits

ITS Incognito provides highly effective Mystery Guest Programmes for the Hospitality industry. A Mystery Guest or Quality Assurance Programme is the most comprehensive package available to hotels. Typically a Mystery Guest will stay for one or two nights on an "incognito" basis and assess all aspects of a hotel guest's stay:

  • Room reservation call
  • First impressions
  • Check-in and Check-Out
  • Concierge & Porter Service
  • Bedroom facilities
  • Housekeeping
  • Room Service
  • Leisure Club & Spa
  • Drinks and Wine Service
  • Restaurant Dining
  • Breakfast Service

One of the biggest challenges facing the hospitality industry is taking care of the customer on a consistent basis. Our Mystery Guest Programme will help to identify areas requiring improvement and training and monitor customer service, brand and product standards and overall customer satisfaction. Our Mystery Guest Programmes enable our clients to continually measure and improve their service delivery, ensuring customer satisfaction and in turn customer loyalty.

Our Mystery Guest Programmes are designed specifically for each client. We provide business intelligence and analysis for prestigious restaurants and spas as well as hotels. ITS Incognito will work with you to develop a programme tailored to your own exact requirements which may include some of the following criteria:

  • Telephone Etiquette
  • Sales skills
  • Upselling skills
  • Missed sales opportunities
  • Customer Service Levels
  • Product Knowledge
  • Product Quality
  • Brand Standards and Compliance
  • Staff Appearance & Presentation
  • Facility Standards
  • Speed of Service
  • Cleanliness
  • Facility Maintenance
  • Food and Beverage Service
  • Menu Choice
  • Quality of Food
  • Food and Drink Presentation
  • Wine Knowledge
  • Ambiance
  • Staffing Levels
  • Departmental Communication
  • Marketing literature
  • Staff Excellence

Every member of our Mystery Guest team is trained and briefed on your requirements and service levels to enable them to appreciate what you are seeking to understand and achieve. Crucially we select each Mystery Guest to match your customer profile; unlike many other Mystery Shopping companies, we do not let them pick their own assignments.

Our Mystery Guest reports are extremely detailed and both quantitative and qualitative. Results and reports can be viewed online at any time of the day.

If you would like to know more about the Mystery Guest Programmes we offer at ITS Incognito, contact us now.

Mystery Shopper Programme
In my experience, ITS Incognito delivers to its clients - in spades.
Ann Styles

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Mystery Guest