Hotel Mystery Shopping
IFH® Quality Performance Programmes offer an effective and consistent way to measure and benchmark service levels and cover customer-facing activities across all hotel departments.
The programmes provide an objective assessment of service delivery and quality, allowing Executive Teams to make improvements based on an independent and measurable service level reporting system.
Additionally, the programmes provide visibility across all elements of the business, plus a road map for driving improvements, and recognising and rewarding employee customer service initiatives.
A comprehensive approach to measuring customer-facing activities
The IFH® MysteryCheck and Quality Performance Programmes offer
- Property Quality Checks
- Room reservations and MICE Reservations Performance Checks
- An online reporting system for instant access to performance results, by management and staff
- Multiple options for benchmarking data within the IFH® system
Wherever your customer touches your brand we'll get it covered - including supplementary assessments of your on-line presence, plus an option to put in additional programmes to monitor customer generated web content such as major on-line customer forums and customer review sites.
Quality criteria tailored to each Property or Brand
Each programme uses quality criteria developed in conjunction with the property or brand. This ensures Executive Teams can measure staff and operational performance based upon highly relevant management criteria.
Identify and reward high performing staff and customer service initiatives
The programs can be used as a tool for monitoring performance according to incentive plans - or simply where staff have outperformed beyond expectations. Training needs can be more easily identified as well keeping on top of areas in need of refurbishment or operational improvement.
To view your Mystery Shopper Reports please Click Here and select 'Open' to login.
For more information on IFH Mystery Shopper services please call 020 7520 5492, email info@ifh-worldwide.co.uk or send us an enquiry.
2009 Training Dates
- Reservation Sales
- Field Sales
- IFH Essentials
- Revenue Management
Next course:
30th & 31st July
Effective Yield & Revenue Management Strategies
View all course dates
