Hotel Managers, Food & Beverage Directors, and Resort Managers
Hospitality managers at hotels, motels, casinos, boutiques and inns rely on Advanced Feedback’s in-depth narrative and analyses to monitor, measure and improve their sales, margins and guest experience.
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Hotel, Resort and Food Services
Identify problems before customers complain – Improve suggestive selling
Monitor all hours, days and locations – Institute unbiased training and bonuses
Keep employees “on their toes” – Fine tune operations and improve reviews
Gain peace of mind, improve the bottom line
How do mystery shopper services work?
From valet to checkout, our highly experienced and trained mystery shoppers visit all service outlets or only those you specify. Posing as a guest, they follow the scenario and detailed inspection guidelines that we customize for your exact needs and report back in great detail. Professional managers use these reports for an objective and honest assessment of the skills and service they provide – generating actionable, easy to implement, continuous improvement plans.
The evaluation begins once the mystery shopper arrives at the property. Following strict scenario and evaluation guidelines, they will visit the specified service outlets. This may include hotel stay, one or two dining experiences, and perhaps golf or a spa experience. You’re in charge of what gets inspected and selecting scenarios to best represent your market. Posing as your typical guests our shoppers will inquiring about service, products, promotions, availability and options. In addition to our specific survey questions, shoppers are instructed to carefully note nearly everything they observe relating to the physical surroundings, customer areas, and all staff interactions such as door greeters, salesmanship, customer service, staff behavior and teamwork, finance/discount card offers and approach, etc. To accommodate this, Advanced Feedback mystery shops include both a full narrative and section-by-section comments.
Each mystery shopper evaluation will include the responses to our survey or your customized survey, performance scoring, secret shopper comments and any supporting photographs and/or video recordings if applicable. Each report will yield an accurate, actionable and objective scorecard, along with a detailed summary from the customer perspective but without a customer bias. The narrative and comments are an important element of sales evaluations. Written properly they enable management to dig deeper and “see” the entire customer experience and identify all service and sales gaps. Data from each evaluation is presented in a stand-alone report distributed via e-mail and available 7/24 via client login. Corporate level trend analysis and location-to-location comparison are an option for on-going volume programs.
This service is offered on-demand for quick start-up and minimal commitment — or fully customized to match your exact needs. Service may changed at any time to suit your moving objectives.
“You get what you inspect, not what you expect.” See more with video mystery shopper services.
Advanced Feedback’s video mystery shopping is leading the hospitality industry with powerful sales training and unmatched service and support. Our professional video mystery shoppers provide you with the tools and technology to see exactly what is happening between your team and your prospective buyers. Our services not only provide insight into the experience of a customer, but you get the actual, unfiltered and completely objective look into your team’s selling skills. Concealed cameras film the entire presentation from greeting to closing.
Advanced Undercover Video Specialists.
There is no substitute for training and experience when it comes to mystery shopping, especially undercover video. Advanced Feedback video shoppers must complete the top certifications available for this line of work. They are usually also Gold Certified mystery shoppers, meaning they maintain the highest quality standards, most recent training and uphold the highest ethics in the mystery shopping business. Additionally we use only police grade cameras, microphone and DVR. We continue to learn and use the best practices for camera placement, orientation and audio pickup.
Video & Analysis.
The video shopper will document key identifiers on camera and in some circumstances provide brief comments. Each encounter will comprise a unique video file, sometimes two depending on the length of the visit. Files typically range from 300 MB to 1 GB. If we are attempting multiple customer encounters in one visit, we will attempt to stop the recording and start a new one each time.
Advanced Feedback will edit each video as necessary and upload to a secure and password protected video streaming site for immediate viewing by the staff of your choice. Each video may be streamed or downloaded in all common formats (PC, iPhone, Android and tablet). Training comments can be added directly to the video stream for others to view as they replay the training segment. Also, viewers can leave comments in a blog-style format.
For decades call centers, sales associates, and service managers have turned to Advanced Feedback’s proven systems to identify, track and train for industry leading phone skills. Whether you require only a few calls to your frontline each month or thousands of calls to your national call center, Advanced Feedback has the solution. We have developed an industry unique on-demand phone shopping process that allows you to place orders and receive recorded phone skills calls and performance analysis reports within hours of your request! Likewise, Advanced Feedback maintains a full service outbound phone shopping center equipped and staffed to meet the most demanding customization and schedule requirements.
"Take part in this revolutionary customer service overhaul."
Let Advanced Feedback's expertise in mystery shopping, undercover video, phone shopping and customer surveys evaluate your frontline performance. Managing with an objective feedback system will change how customers see your business. No business is too small or too large. Request a quote today.
Advanced Feedback has been the leading mystery shopping company in the United States, Canada and Mexico since 1991, with over 2 million shops of experience. We offer completely customized mystery shopping services that connect your vision of success to the complete satisfaction of your customers.
7950 Silverton Ave. Suite 205
San Diego, CA 92126
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