Getting Everyone Engaged

Based on our last 100 reports we found that on 34% of occasions the welcome offered by the first staff member that the customer saw¬†was either “inadequate” or “poor”. This negative first impression can set the tone for an entire visit and is something which is essential to remove.

The first staff member might not be the member of hotel check-in staff as it could be the bell boy, a housekeeper, a gardener or a member of maintenance staff. To ensure a positive customer interaction all staff should be trained to smile, maintain eye contact and offer a friendly verbal greeting to every customer.

Our mystery shopping service measures this interaction and we often have in excess of 50 customer to staff touch-points during a visit. Our mystery shoppers measure every interaction so that any customer service failings can be noted and rectified. Monitoring this is also part of our reputation management service.