As we were talking in one of the previous posts, mystery guest acts like a quality control tool of the hotel services. Thus, it is made up of a wide variety of control functions: 1. Operations / Services / Customer satisfaction, 2. Brand values, 3. Sales / Ancillaries.

However, today we are posting one more time about the mystery guest in order to show you another function that confirms its versatility: the control of the implementation of the brand values.

Defining brand values is the basis of every hotel chain that wants to be positioned and differentiated in the market since one of the main reasons that many guests may choose a hotel depends on how much they feel identified with the company’s values.

For this reason, big hotel chains are immersed in tough processes of values implementation, which tend to be a real challenge for the company, since each of the hotel departments have to be aligned with the values.

Moreover, the implementation must be reflected in the different areas of the hotel by using different tools such the hotel decoration, leaflets, the services offered in the hotel, etc. For instance, an eco friendly hotel chain that aims to show his respect for the environment has to give importance to the utilization of eco friendly materials, set up soap dispensers instead of soap single dose bottles … But the most important thing is that the employees have to act as spokesperson, that is, they have the mission of transmitting the brand values towards the guests, since they are the ones in constant contact with them.

Since the implementation is a complex process, at the hotel factory we bet for the mystery guest as a quality control tool of the implementation of the brand values in the hotel establishments. To do this, we have our specialized team, who plans the procedure to follow during the mystery guest and subsequently, measures the quality of the implementation by making qualitative and quantitative reports.

the hotel factory offers mystery guest services adapted to our clients’ needs, so it can also work as an analysis tool of the hotel situation, since it allows us to identify the improvement areas where our team can take action through our extensive professional consulting and training services.