Pompan Hospitality Global, Inc.
MYSTERY SERVICE EVALUATIONS
There are many reasons a person will choose one hotel over another but the top three considerations are location, brand and price. The reasons that a person returns, however, are greatly influenced by past experience. In order to create customer loyalty and increase repeat business operators need to ensure that they are delivering exceptional customer service that is in sync with the physical attributes of their product.
It is virtually impossible to objectively measure service and product on one’s own, but measuring it is essential in order to identify and correct weaknesses.
Why use PHG?
• Our evaluators are all experienced hoteliers
• Our service is personalized
• Our scorecards are extensive and customizable to each client
• Our reporting is both analytic and narrative
• Our prices are better the then the competition
PHG mystery service evaluations are designed to replicate real guest situations and obstacles that may be faced by guests. A mystery shopping program will help your property identify strengths and weakness within your operation and ultimately improve guest satisfaction and future revenues.
Our customized methodology provides comprehensive, quantitative and qualitative insights detailing every aspect of the evaluators’ visit, from making the initial reservation through check-in and post check-out. Unique details in the report include photos, staff names, exact verbiage between the staff and shopper as well as witness accounts of other guests’ experiences.
We welcome the opportunity to talk with you about your specific needs and how we can help you achieve your goals of improving occupancy and RevPar.