Most bed and breakfast, resort, and hotel owners want how their property is experienced by the typical guest.

This is where hospitality property evaluators or mystery shoppers can help.

So, what do hospitality property evaluators look for?

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 properties 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 must complete.

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

Evaluators are professionals that build up their experience by taking on easier non-hotel assignments such as evaluating businesses over the phone, short shopping experiences and restaurants. As they foster their track record for doing great reports and proving themselves, they are assigned larger hospitality properties.

The assignments are normally difficult and detailed.

Continue reading, watching, and listening and I will share more about how hospitality property evaluators or mystery shoppers work...

⇒ TO WATCH, READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:
https://keystonehpd.com/what-do-hospitality-property-evaluators-look-for-309

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

Get your copy of the “How to Improve Your Hospitality Properties Success” ebook?
https://keystonehpd.com/how-to-improve-your-hospitality-propertys-success

Get Your INNsider Tips
https://KeystoneHPD.com/INNsider-Tips

Join one of your private groups
https://keystonehpd.com/private-groups

Say hi on social
Facebook: https://www.facebook.com/KeystoneHPD

Twitter: https://twitter.com/KeystoneHPD

LinkedIn: https://www.linkedin.com/company/keystone-hospitality-development

Listen to The Hospitality Property School PODCAST here
https://www.keystonehpd.com/hospitality-property-school-podcasts


YouTube
https://youtu.be/kgGRd8rXsw4


A Division of Keystone Hospitality Property Development