At HMS Hotel Mystery Shoppers, we believe that Service Excellence in a competitive marketplace is key to maximizing revenue and guest satisfaction. This challenge requires your employees to demonstrate uncompromised initiatives to differentiate your guest’s experience from those provided at any other hotel.
By default, our Quality Assurance Inspectors are trained to hone in on the components of this formula Distinguished Excellence:
Greet “Greet me and make me feel welcome”
Value “Value me and let me know that I’m important”
Ask “Ask me how you may be of service to me”
Listen “Listen to me and understand my needs”
Help “Help me get what I want by helping me to satisfy me needs”
Thank “Thank me, and let me know you appreciate my patronage”
Invite “Invite me to come back, and let me feel that I’m welcome here anytime”
Telephone Courtesy
ü Voice tones, voice Modulation, use of proper grammar, etc.
ü Scripting for offers of assistance
ü Use of guest’ names whenever and wherever possible
ü Undivided Attention
ü Offer of additional assistance
Distinguished Services During Personal Encounters
ü Knowledge of hotel facilities, services, and hours of operation
ü Response to guest requests
ü Problem Resolution skills
ü Follow-up initiative
ü All other instances that can form a “lasting impression” (positive or negative) with your guest
ü Making guests feel welcome, appreciated, and important during at every opportunity
By default, our Quality Assurance Inspectors are trained to hone in on the components of this formula Distinguished Excellence:
Greet “Greet me and make me feel welcome”
Value “Value me and let me know that I’m important”
Ask “Ask me how you may be of service to me”
Listen “Listen to me and understand my needs”
Help “Help me get what I want by helping me to satisfy me needs”
Thank “Thank me, and let me know you appreciate my patronage”
Invite “Invite me to come back, and let me feel that I’m welcome here anytime”
Telephone Courtesy
ü Voice tones, voice Modulation, use of proper grammar, etc.
ü Scripting for offers of assistance
ü Use of guest’ names whenever and wherever possible
ü Undivided Attention
ü Offer of additional assistance
Distinguished Services During Personal Encounters
ü Knowledge of hotel facilities, services, and hours of operation
ü Response to guest requests
ü Problem Resolution skills
ü Follow-up initiative
ü All other instances that can form a “lasting impression” (positive or negative) with your guest
ü Making guests feel welcome, appreciated, and important during at every opportunity
Member CHTA
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a subsidiary of parent corporation, Hospitality Optimal Service Testing
10754 NW 26 Street, Sunrise Florida 33322
Phone: (954) 572-6086 Fax: (954) 572-6115 24-hr. Support (954) 325-5328
10754 NW 26 Street, Sunrise Florida 33322
Phone: (954) 572-6086 Fax: (954) 572-6115 24-hr. Support (954) 325-5328
HMS Hotel Mystery Shoppers is a subsidiary of Hospitality Optimal Service Testing Inc.
HMS Hotel Mystery Shoppers appraises Service Excellence...
HMS Hotel Mystery Shoppers is the leader in evaluating the Hotel Guest Experience from the "guest's point of view"...
HMS Hotel Mystery Shoppers have been evaluating and defining Hospitality Service Excellence since 1994...
HMS Hotel Mystery Shoppers is the leader in evaluating the Hotel Guest Experience from the "guest's point of view"...
HMS Hotel Mystery Shoppers have been evaluating and defining Hospitality Service Excellence since 1994...
