mystery shopping
Group Sales Mystery Shopping No Longer Best Way to Measure Sales Effectiveness
Doug Kennedy | July 23, 2019
By Doug Kennedy For decades, hotel management companies and brands have relied on telephone mystery shopping as a primary tool to measure the sales effectiveness of sales and catering sales colleagues. Here’s what to do instead. For decades, hotel management companies have contracted with outside mystery shopping firms to place telephone inquiry calls posing as prospects for groups, events, and corporate accounts, then report back the results. This is typically done once per quarter, and the results are then used as one of the primary benchmark “KPI’s” to evaluate sales colleagues. Many companies even factor performance on myst...
Nobu Hospitality Selects Coyle Hospitality to Launch Quality Assurance Program
Coyle Hospitality Group | February 26, 2019
February 26, 2019, NYC – Coyle Hospitality Group, the leading provider of customer experience consulting, quality assurance (QA) and mystery shopping, has been chosen by Nobu Hospitality to conduct ongoing evaluations of their hotels worldwide. Through on-site evaluations, Coyle will measure brand compliance and quality at Nobu Hotels. Drawing from its global network of 35,000 independent professional evaluators, Coyle will analyze the guest experience at Nobu Hotels around the world. "Nobu Hotels are synonymous with instinctive design, fine ingredients, a powerful energy and a passion for service," explained Tim Theofanou, Direct...
Vimana Franchise Systems Partners with A Closer Look for Property Quality Inspections
Vimana Franchise Systems, LLC | July 12, 2016
Vimana Franchise Systems, home of Centerstone Inns, Hotels & Plaza Hotels as well as Key West Inns, Hotels & Resorts announced the newest partnership with A Closer Look to perform property inspections. A Closer Look, an industry leader in mystery shopping, will begin visiting each Vimana property. In addition to inspecting properties in accordance to brand standards, the guest experience will be evaluated through their tested mystery shopping techniques. Properties have the opportunity at an inside look at the guest perspective. A Closer Look's reporting platform provides feedback programs that identify areas for training opport...
Best Practices for Hotel Telephone Mystery Shopping
Doug Kennedy | January 5, 2015
by Doug Kennedy If your hotel or call center is like most in the industry, chances are that you experienced a notable resurgence in phone inquiries for hotel reservations. Part of this might be attributed to the increase in demand, but there are other factors at play. One factor is that many of those who search for availability in a mobile device or smartphone "click to call" instead of booking with their thumbs. Another factor is what I call "Value-driven Deal Seekers" call to try to negotiate a better deal. As a result, it is a great time to refocus your reservations or front desk staff's attention on converting more inquiries into bo...
92% of Timeshare Resorts Achieve Measurable Results from “Mystery Shopping”
Barker & Associates | October 31, 2013
Portland, OR - November 1, 2013-- According to a five-year analysis of aggregated data by Barker & Associates, a timeshare industry leader in mystery shopping services, mystery shopping reports have exposed ways to measurably improve resort performance 92% of the time. The analysis confirmed that cost savings, increased efficiencies, and higher closing rates have been realized from sales and operations, exclusively through the unique process of mystery shopping. Specific improvement opportunities varied by resort; 94% of those who shopped the sales process uncovered cost savings and profit-increasing areas such tightening discovery,...
