Mystery Guest

Mystery Guest inspections monitor brand standards, allowing clients the opportunity to set the assessment agenda and select key testing parameters.

Even in the age of social media, a mystery guest programme remains integral to any organisation that is serious about maintaining and improving the guest experience. They allow objective assessment of critical service areas, with detailed reports, debriefs and photographic feedback to support the findings.

BVA BDRC has operated a global mystery guest programme for many years, monitoring compliance and experience over 200 hotels for a large international brand owner. Our detailed assessments include the reservation process and we recruit inspectors to suit the profile and demographic of the client’s base, including a wide pool of inspectors with extensive industry experience.

Standard reporting outputs include post-project summaries with recommendations alongside online report cards and trend analysis. Enhanced programmes can also include post check out management debriefs after every single visit, as well as competitor visits and reports.

Our extensive knowledge of the hotels market from our global Hotel Guest Surveys puts us in a unique position to build the perfect mystery guest programme.

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