Management, marketing, staff training, strategy or loyalty schemes aside, what is your approach when you test a hotel? What are your criteria when it comes to operational business? How do you go about mystery guesting?
When it comes to testing, during the assessment of a travel service or for inspection of a hotel/resort, our only benchmark is the highest level of excellence – achieved by location, design, wellness, furnishing, friendliness and the creative power of high performing teams. As regards the hotel-owned restaurants, we comment on the quality and freshness of the products and become concerned if convenience food is regenerated. We consider knowledge, creativity, cooking time, taste and the care taken in food preparation itself. Altogether, there are around 400 different criteria to be taken into consideration during our stay. On cruise ships they are even more.
But all these rational criteria would not take us very far. In our opinion, subjective impressions, which can’t be rated or analyzed with the help of checklists, are just as decisive: The atmosphere of a place, its aesthetics, the harmony of the different elements, the poetry of the place itself – and last but not least, the style of the guests and the motivation of the General Manager, who is meticulously and passionately striving for perfection. Only the complete interplay of all these factors in accordance with its target audience and their expectations will make the discerning guest and/or experienced traveller feel comfortable and only then in will show within seconds after booking or arrival that one have really opted for a home away from home. Please visit our → Mystery Shopping & Quality Audit page for more information