How to: Excel in Service Delivery
Mystery shopping programs offer an effective, consistent and impartial way to measure and benchmark service levels across all hotel departments.
To win and maintain customers it is vital to have a clear understanding of what your product offers, how it is positioned and how it is delivered by employees.
Mystery shopping programs support the management and development of service delivery - transforming an intangible asset into exactly what you promise to the customer - a vital, competitive advantage in today's uncertain market.
Once developed and up and running, the programme becomes the road map for driving improvements:
- identifying areas for revenue improvements
- recognising and rewarding employee and customer service initiatives
- making service a top priority
Programs can be developed to reflect your own unique quality protocol, covering room reservations, MICE reservations and service delivery throughout all departments on the property.
This ensures that executive teams can measure staff and operational performance based upon highly relevant management criteria and allows for continuous monitoring of service improvements. Plus staff can be rewarded for their performance according to incentive plans, or simply where staff outperforms.Programs can be used to define and monitor:
- Employee product knowledge
- Consistent quality of food
- Standards and uniformity in Bedrooms
- Dealing with customer care and communication
- Preparing the most exciting cocktail
- Hospitality standards - starting with a warm welcome
- Even creating the perfect atmosphere
Without an effective benchmarking system it's difficult to identify areas where improvements can be made or even to find out where a hotel is excelling.
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