Holmes & Watson
Hotel and Resort
Mystery Shopping Services
Hotel guests encounter a variety of staff and services. The reservation process, valet services, front desk operations, room amenities, food and beverage locations…everything needs to be perfect. Focused on these services and more, Holmes & Watson hotel and resort mystery shopping programs provide custom and comprehensive guest service inspections for hotels and resorts of all sizes.
Stand-alone hotels and larger resorts want their customers to have the best possible customer experience. As important…they want their customers to return!
Hotels and resorts need to know what their customers think about their service – about how their guests were treated during their visit. Was the hotel / resort clean and comfortable? Were guest services complete, following brand standards, and offered in a timely and efficient manner?
Hotels and resorts need a partner who can offer customer experience insights and actionable solutions!
Partnering With
Holmes & Watson
As a partner in your goal to strengthen your brand and enhance your hotel’s overall customer experience, a Holmes & Watson mystery shopping program offers your business opportunities to:
Get an “outside-in” perspective of your hotel (through the eyes of your guests.)
Maintains the authenticity necessary for long-term success with your customers.
Identify gaps in employee training / Reward and incentive staff.
Achieve operational excellence and benchmarks for future success / growth by exploring the data, feedback and insights provided by our reporting systems.
Holmes & Watson
Hotel / Resort
Mystery Shopping Program
We begin by working with you to understand your business. Once we understand your goals and aspirations, we create a mystery shopping program that meets your specific objectives.
Holmes & Watson resort / hotel mystery shopping programs utilize three distinct methods to gather, record, and present guest experience data.
Guest Experience Survey and Score
The Holmes & Watson proprietary survey and scoring format employs over 200 separate data (inspection) points.
Staff Performance Grading and Reviews
A first in the mystery shopping industry, this component offers performance grades and supporting comments for each meaningful staff interaction.
Minute-by-Minute Observation Narrative
Minute-by-minute written description of the entire visit, as it happened and as it was observed.