Hotel evaluations are an important aspect of the hospitality industry, as they determine the rating and ranking of a property.

So, what do hotel evaluators look for.

Hotel evaluators, also known as mystery shoppers or inspectors, are responsible for assessing a wide range of factors that determine the overall quality and guest experience of a hotel. From the cleanliness of the guest rooms to the efficiency of the front desk staff, hotel evaluators look at every detail to ensure a hotel is meeting industry standards.

In this episode, I’ll dive into the world of hotel evaluations and explore the key factors that evaluators look for when assessing a hotel property.

What is a hospitality property evaluator or mystery shopper?

A hospitality property evaluator or mystery shopper is a person or people that are commonly used by hoteliers and retailers etc. to measure the quality of customer service, their products, and service delivery in their physical presence.

Hospitality property mystery shopper assignments are done at many of the finest chain and independent property’s in the world. Properties can be large with hundreds of rooms or smaller boutique establishments.

They usually consist of a one or two-night stay, and the evaluation will normally include:
• evaluating the reservation process
• valet parking (if applicable)
• check-in and check-out processes
• dining (meals at the property are usually included and involve visiting on-site restaurants and bars and getting room service-if applicable)
• The spa (if applicable)
• housekeeping …
and more

Hospitality mystery shopper reports consist of checklists and narratives.

The checklists are straightforward, but could contain hundreds of YES or NO questions.

Narratives can be very long and detailed. It is not uncommon to submit narratives of upwards of 10,000 words for a three-night stay. The amount of writing depends on the length of stay and how many tasks a hotelier or innkeeper requires to be completed.

It is for this reason, hospitality property mystery shops are scheduled to evaluators with a consistent high standard reporting performance.

Continue reading, watching, or listening and I will share more about how hotel evaluator or mystery shoppers work…

⇒ TO WATCH, READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:
https://keystonehpd.com/rise-above-the-competition-understanding-what-hotel-evaluators-want-329

“The Guide to Owning & Operating a Hospitality Property – Successfully” course. https://KeystoneHPD.com/Course

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