We Reduce The Possibility of Reactive Consequences
DISPLEASED GUESTS
There’s no surprise in knowing that a displeased guest not only cause the hotel lost future revenue by not returning to your property, but they can also cost the hotel much more.
A displeased guest can cause lost revenue in terms of potential of group business, tainting of Brand reputation, and needless dissatisfaction due to the inexcusable action of one (or a few) associates.
At HMS Hotel Mystery Shoppers (a subsidiary of Hospitality Optimal Service Testing Inc.), we too take these issues seriously, because our hotel mystery shoppers are trained to evaluate services as they are seen and experienced through the eyes of the guest.
Not only do our hotel mystery shoppers evaluate services as “they” experience them, but also as they observe services being provided to other guests.
At HMS Hotel Mystery Shoppers (a subsidiary of Hospitality Optimal Service Testing Inc.), we evaluate services based on the consistency of quality between services and amongst all associates.
Our Quality Assurance Inspectors are trained to be observant, objective, and impartial in their documentation. They follow the established hotel criteria to report each instance of excellence and deficiency during each instance of within the inspection categories.
Problem Resolution skills, when necessary, can be one of the most important aspects of any guest's experience, and our inspectors are “tuned in” to this key element of attaining guest satisfaction. When circumstances which justify the need for our Inspection team to appraise Problem Resolution skills, we document this critical process at each step of the way, noting all persons involved, the actions taken, and the final outcome and level of satisfaction relative to the situation.
During other instances that require the reporting of a negative experience, our Quality Assurance Inspectors will accurately document every element of the experience regardless of the outcome. In doing so, our reporting can ultimately reduce the possibility of the hotel suffering reactive consequences through displeased guests.
There’s no surprise in knowing that a displeased guest not only cause the hotel lost future revenue by not returning to your property, but they can also cost the hotel much more.
A displeased guest can cause lost revenue in terms of potential of group business, tainting of Brand reputation, and needless dissatisfaction due to the inexcusable action of one (or a few) associates.
At HMS Hotel Mystery Shoppers (a subsidiary of Hospitality Optimal Service Testing Inc.), we too take these issues seriously, because our hotel mystery shoppers are trained to evaluate services as they are seen and experienced through the eyes of the guest.
Not only do our hotel mystery shoppers evaluate services as “they” experience them, but also as they observe services being provided to other guests.
At HMS Hotel Mystery Shoppers (a subsidiary of Hospitality Optimal Service Testing Inc.), we evaluate services based on the consistency of quality between services and amongst all associates.
Our Quality Assurance Inspectors are trained to be observant, objective, and impartial in their documentation. They follow the established hotel criteria to report each instance of excellence and deficiency during each instance of within the inspection categories.
Problem Resolution skills, when necessary, can be one of the most important aspects of any guest's experience, and our inspectors are “tuned in” to this key element of attaining guest satisfaction. When circumstances which justify the need for our Inspection team to appraise Problem Resolution skills, we document this critical process at each step of the way, noting all persons involved, the actions taken, and the final outcome and level of satisfaction relative to the situation.
During other instances that require the reporting of a negative experience, our Quality Assurance Inspectors will accurately document every element of the experience regardless of the outcome. In doing so, our reporting can ultimately reduce the possibility of the hotel suffering reactive consequences through displeased guests.
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
