KNOW YOUR INNER YOU
GuestExpert™ is a Mystery Guest analysis methodology developed by HMS International, which evaluates and measures the guests’ experience (pre-reservation, reservation, check in, services, check out) from its different perspectives, by using a qualitative and quantitative approach. It advises not only on how to improve processes and therefore guest satisfaction, but also on which revenue producing actions that directly affect profit should be undertaken by employees and/or by the property (cost of opportunity).
Therefore, with GuestExpert™, you are to be provided with an accurate assessment that determines the strengths and weaknesses from:
It is unbiased; internal staff tends to become complacent with some non-conformities and they become “standard”
It makes accountable; staff knows that at any moment and anyone could be a Mystery Guest, thus, used as a motivation tool, it provides a useful resource for management
It consolidates standardization; standard operating procedure utilization is reviewed
It improves operations; further improves processes and services
It builds up the inner culture
It Improves guest satisfaction
It decrease guest claims
It is to be used as an employee motivation tool
It increases profitability
Picture: Project – Vila Dalmacija (Split, Croatia)
