Is Your Mystery Shop Program Working?
By Jesse Boles Executive Director of Operations, FreemanGroup | April 2012
To find out whether your hotel's mystery shop program is enabling you to measure service levels in a way that is useful to your team and bringing about tangible results, ask yourself five questions.
1. Is it based on relevant logic?
You know your mystery shop program is working when results are revealing the things you don't know rather than the things you do know.
Mystery shops should focus on the things that are hard to see or observe. How are your employees behaving in complex situations?
An outdated mystery shop model focuses on the obvious things that anyone walking through your hotel would notice. These things might include employees in poorly fitting uniforms, burned out light bulbs, damaged carpet-things you see every day on the job.
The logic behind truly modern mystery shop platforms allows you to measure complex behaviors. Rather than simply record whether the wait time at check-in exceeded five minutes, modern mystery shop programs require mystery shoppers to record real wait times and details such as whether or not the front desk agent apologized when wait time standards were not met, whether anyone was working the line, whether refreshments were offered, etc.