Using Employees to Shop the Competition

By Marco Albarran Managing Director, Remarkable Hospitality, Inc. | May 10, 2015

The topic of using employees to shop the competition discusses a practice that we have performed before successfully and that only a few establishments (which we know of) have dared to try. Needless to say, they have also been successful, thereby achieving a great return on their investment.

Interestingly, I posted a couple of discussions on this topic on many of my Linked In hospitality groups, to find out if this is a project of interest and/or if they currently (or in the past) do/done this. The responses so far, are without a doubt, have been the most active and continuous I have seen from any of my other topic discussions so far. That said it is with great privilege that I write and share this wonderful and useful idea.

The initial post and follow-up post that I shared in Linked In and with other discussion forums were as follows:

1) An idea to increase revenue and educate employees is to have employees which may be key to selling your establishment to guests (maybe reservations, front desk staff and your sales employees, etc.), by having them do a "mystery shop" not just with competitors (competitive set), but with other brands within your Geo group (meaning other brands like yours within your region), to learn about their competition and the experience they observe, as they "put themselves in the target market's shoe". Have them bring back a shop report and ideas that they can implement in your establishment, to better compete and also improve guest experiences. Employees will have a sense of accomplishment and they will see how significant and valuable they are to your establishment.

2) Here is another idea to increase revenue and educate your employees. Have them experience your establishment as a guest (stay one/two night(s) as a guest, participate in recreational/spa activities, and experience your F&B, for example). They will be able to learn about the property more, suggest ideas and possible solutions to improve your product and service, and ultimately, they will be excited to tell/educate your guests and their friends/family, about your establishment offers.

The Thought Behind This

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