Hotel Test

BUSINESS CONSULTING FOR A PROFESSIONAL HOTEL TEST WORLDWIDE

Do you manage a luxury hotel whose guests have particularly high standards? Then you should know whether your staff can meet these demands even in difficult times.

It is not uncommon for you to only be able to get an objective impression of the work of your employees. In the end, however, it is always the perception of your guests that counts.

In this article we will show you how a hotel test works and what advantages it brings you.

Hoteltest

1. What is a hotel test?

Mystery Test
A hotel test is a so-called mystery test for hotels. The testers simulate guest status and check your hotel according to previously defined criteria. It is not uncommon to create situations that are deliberately stressful for your employees in order to find out whether they are resilient enough to be friendly to your guests even in unusual situations. Hotel tests are therefore most likely to be equated with quality tests.
Procedure
Our management consultancy specialises in testing hotels in the luxury segment, regardless of their location. To this end, we will define the objectives of the hotel test in an initial meeting with you and determine the criteria on which to base our assessment. Subsequently, we will develop a concept for the specific test, draw up a test criteria catalogue and, after consultation with you, start the implementation.
 

2. In what ways can a hotel test be carried out?

There are different ways to carry out hotel tests. Ideally, they will be combined with each other so we can, as we usually do, identify all potential for improvement.

A brief overview:

  • The Mystery Check
  • The Mystery Call
  • The Mystery Requests

In this kind of quality test, we measure the service quality of your company. For this purpose, we draw up a catalogue of test criteria together with you and then work through this catalogue on site and/or by including a mystery call or request. We document our results for you, so that you know exactly at which positions indications of defects become visible. You will of course receive a list of the individual improvement possibilities after the hotel test. Let us give you an example.

The test criteria catalogue and the objective are clear and we are in the test phase. In a first step we will now send an enquiry to your hotel. This is done both verbally and in writing (mystery request). During a telephone call we record the conversation so that your employee will later have the opportunity to identify any weaknesses and understand that and why their telephone behaviour must be changed.

In the next step, we visit your hotel and use your offers for arrival, such as the transfer from the airport or the parking service. All this will be included in our final evaluation. In the hotel itself, we go through the normal registration procedure and work with hidden recordings of the conversation, so that you can later understand what our subjective impression was.

 

Our hotel test also includes – depending on the objective and the test criteria catalogue – an examination of the general cleanliness and tidiness of the room, the quality of the check-in and the use of existing spa or sports facilities. As soon as we are an official guest of your hotel, the mystery calls are also used.

Examples:

  • We order food to the room.
  • We complain about (alleged) problems with the room.
  • We enquire about possibilities for evening entertainment.
  • We ask for clean towels.
  • We find fault with everything.

A good hotel test only makes sense if we find out how well your staff knows how to deal with stressful situations. For this reason, we either play a difficult guest or use the handover times to express our wishes.

In this way, we can quickly find out whether the performance of your staff is still good when they are about to leave work and whether difficult guests, as is often the case in the high-price segment, are nevertheless treated with respect.

As you can see, we use numerous possibilities to subject your hotel to a professional hotel test. The findings from this will help you to implement improvements in order to achieve much greater success.

3. What are the objectives of a hotel test?

However, the main objective is to identify sources of error and to eliminate the reasons for them. For example, negative telephone calls can be caused by a reception area that is not optimally designed. This can be changed quickly and without much effort, so that your employees can then work in a much more concentrated manner.
Nevertheless, it is very important that your employees themselves are protected from all too pushy guests. So our hotel test is not intended to encourage your employees to put up with everything. It is simply a matter of always acting appropriately and above all very professionally in every situation.
The aim of a hotel test is to discover errors and weaknesses in the processes and personnel. Especially in the luxury segment you cannot afford insufficiently cleaned rooms or unfriendly staff. Guests are used to being treated like kings and they want to experience this in the hotel.
 

4. Your advantages with a hotel test

The aim of a hotel test is to discover errors and weaknesses in the processes and personnel. Especially in the luxury segment you cannot afford insufficiently cleaned rooms or unfriendly staff. Guests are used to being treated like kings and they want to experience this in the hotel.

Nevertheless, it is very important that your employees themselves are protected from all too pushy guests. So our hotel test is not intended to encourage your employees to put up with everything. It is simply a matter of always acting appropriately and above all very professionally in every situation.

However, the main objective is to identify sources of error and to eliminate the reasons for them. For example, negative telephone calls can be caused by a reception area that is not optimally designed. This can be changed quickly and without much effort, so that your employees can then work in a much more concentrated manner.

 

Your advantages at a glance:

  • High-quality quality testing in previously defined areas
  • Detection of weak points and problem situations
  • Consideration of subjective perceptions (view of the guests)
  • Determination of the potential for improvement
  • Implementation of necessary measures leads to higher service quality
  • Measurable results
  • Extensive documentation with recommendations for action
  • strengths/weaknesses analysis
  • Any time, any place possible

5. Conclusion

A hotel test can be performed at any time. You decide whether a hotel test using mystery calls or mystery requests is sufficient or whether an extensive hotel test should be carried out on site. It is recommended that such a hotel test be carried out regularly, and not just when complaints increase.

It shows very clearly in which areas there is potential for improvement and gives you concrete approaches to solutions that can be implemented promptly. We will present our results to you personally and offer you our support in any feedback meetings with your staff that may be necessary. In this way you retain the favour of your guests and benefit from a noticeably higher level of satisfaction.

Interested? Please contact us immediately. We will be happy to advise you on our services in the field of hotel testing.