Last week was a very interesting week. First of all, we had a mystery shopper. Of course we didn't know she was a mystery shopper until we received her report after she had checked out. Overall the Front Desk and PBX did really well. We only missed a few points such as:
1. We didn't use her name 3 times during check in.
2. We didn't ask if she was a Starwood Preferred Guest member (our frequent traveler program) during check in.
3. Twice when she called we didn't ask if there was anything further we could assist her with before ending the call.
All of these things are part of our standards, but to the average guest checking in they probably wouldn't notice how many times we used their name. This is why I say we did really well.
I think being a mystery shopper would be a great job! You would get paid to enjoy a resort or hotel. I know that you would be working so it wouldn't be like being on vacation but I still think it would be great. Since I work in a resort, everytime I go on vacation and stay somewhere I can't help but analyzing their work anyway- so why not get paid for it!
The other thing that made my week interesting was that I got to participate in a mock site visit. A site visit is when a decision maker with a company or group visits the resort to see if it would be suitable for their meeting or function. The reason we did a mock site visit was because we have a new sales manager named Kelly who has never done a site visit before. The Director of Sales, Joe, approached myself and one other person and asked if we could pretend to be clients with him. It was such a learning experience. We had to come up with questions on the spot to ask the sales manager as we toured the resort. This made us think like clients which gave us a whole new perspective on the resort. I think we all learned something. For example, one of the fake clients was Ralf, our Director of Food and Beverage. When I was asking Kelly questions about the rooms (i.e. how many handicap accessible rooms there are) Ralf said he actually wouldn't have known the answer to that. I think we should do things like this more often!
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I wonder how you become a mystery shopper? That does sound pretty tempting!
ReplyDeleteThe mock site visit sounds like it was beneficial for all of the staff involved not just Kelly, it would be interesting to see how that would play out here on base. The MWR is over so many facilities it could be really hard!