Mystery Shopping

• There are many companies providing this service. Where we are different is that our evaluations place a heavy focus on the emotional value of the guest experience as well as on the standards of performance (SOPs). While a hotel’s service may be very correct according to the SOPs and may score 90%+, we find that with our evaluation of the SOPs and the emotional value of the service, that 90%+ tends to drop to the seventies. Basically, we provide a very strong wake-up call that all is not as well as one would like to think.