HES Global Hospitality Executive Search
HES Global Hospitality Executive Search

HES Global 5* "MYSTERY GUEST" service

A Mystery Guest Report program is the most effective way of measuring customer service and the selling skills practiced by your staff because it is done from your guest's perspective.

You might have a lot of unanswerable questions of your property and always concerned if your guests have been treated well and will they return. There is a reason why mystery guests have long been one of the most dependable sources of answers to questions every hotel Manager or Owner should be asking. From check-in to check-out, from breakfast to dinner, a mystery guest trains a practised eye on a hotel, assesses performance across the board, and reports the findings directly to you.

The difference with our competitors is that our visits / reports are not done by freelance contractors but by our own professional team, and all have at least 15 to 20 years 5* hotel or Michelin star restaurant Management background with hospitality training.

It will identify all the problems you didn't know yet in all departments (reception, housekeeping, restaurant, spa, overall hygiene, how staff acts on requests, maintenance, work ethics and knowledge of staff & management, etc.. )
Most important after taking action, it should result in returning guests - higher revenue and upgrading or fix your quality standards

Contact us for the full information document, how it works, what we do and how reports are made up and delivered to you.