Quality Audits for Tourism Business. Auditorias de calidad para hoteles y empresas turísticas. Auditorias hoteleras. Auditorias Turísticas. Hotel quality audits. Hotel Mystery Audits. Quality hotels audit. Internal Hotel auditor. Hotel quality inspection. Hotel mystery shopping. Hotel mystery shopper. Hotel Quality Auditor

1. “The product and service quality is a key factor for the
success of a tourist enterprise”

2. Who are We?
We are a group of professionals with a remarkable
expertise in the tourism business. We have visited more
than 5.000 hotels around the globe, such as rural lodgings,
5* hotels belonging to independent companies and the
most prestigious hotel chains.
Luis J. Amat Jesús Menéndez Fernando Gómez

3. Who are We?
+ 40 Contributors ´´Mystery´´ non professionals.
+ 10 Partners ´´Mystery´´ specialized professionals
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4. The key of the success in a hotel is the commitment to
offer an excellent service for our guests.
Our report “Mystery Guest” is a meticulous analysis of the
customers’ experience, from the moment they are selecting
the hotel and making the reservation until finishing their
stay and checking out.
What do We do?

5. 100 satisfied customers help to capture 25 new customers
When a customer makes a complaint, we have to take into account
the feedback of another 20 customers that might have the same
opinion. However they might prefer not to complain.
To Capture a new customer is 5 times less cost -effective and
challenging than keeping the existing customer satisfied.
The good experience of a satisfied customer will be shared with at
least 3 more customers on average. The experience of an unsatisfied
customer will be shared among 9 to 11 people.

6. In a competitive marketplace customer retention is a critic aspect
for any company.
If it is the utmost importance to have the customer feedback,
know what motivates him to leave, is a key factor.
Loyalty
Connection
Customer
Retention

7. Benefits
SUCCESS
Get to
know
customers
more deeply
Excellent
service
Identify new
opportunities
Assess
training
programs Staff
strengths and
weaknesses
Increase
sales
More repeat
customers

8. Our Methodology
Start
project
• Customer perception and expectations
• Presence in browsers
• Competition analysis
• Online reputation
Study
• Quality audit of the establishment
• Services check
• Quality service
• Problems solved
Report
• Executive report
• Global and detailed score for every analysis area
• Qualitative information: report of visit experience
• Recommendations: global and detailed action plans

9. Details of process
Phase 1:
Understanding
1.1 Gathering
of information
1.2 Review of
needs
1.3
Prioritization
of actions
Phase 2:
Plan proposal
2.1 Economic
viability
analysis
2.2
Management
plan
2.3
Operations
plan
2.4 Sales &
Marketing
plan
2.5 Legal &
compliance
Phase 3:
Internal change
3.1 Support
and follow up
Phase 4:
Settlement of
adjustments
4.1 Global
review of
changes
4.2 Proposal
of
improvements

10. Details of process
Tasks HMG
Gathering information about current operation criteria:
 Economic results.
 Sizing
- Organizational structure
- Human Resources
- Supply
- Suppliers
- Legal requirements
 Commercialization
- Brand and positioning
- Product and services
- Digital presence
- Content management
- Rates and agreements
- Communication, materials and so on
- Analysis of internal capabilities
- Customer vision
- Competition
- Perception of market
Definition of action plans and prioritization.
Status report.
Feedback for customer
Guideliness for actions
 Actions list
 Prioririties
 Work schedule
Follow up
 Reports on Meetings
 Bi-weekly status report

11. ❑ Outsourcing of services
❑ Do you need to outsource your services?
❑ External laundry.
❑ Mystery Guest in rooms.
❑ Proposal for improvements: furnishings, welcome products, fabrics, and
so on.
❑ Reception and restaurant: welcome and sales.
❑ Mystery Guest : from the reservation to the check-out.
❑ Robotics.
❑ Training.
❑ Demanding channel audit of any establishment by optimizing resources
and offering immediate solutions.
❑ CRM Management, Upselling , Cross-selling, Channel Manager and
competition analysis.
Mystery Audits

12. ❑ Tour Operators – Travel Agencies
❑ We contract the product for your inventory.
❑ We select the best options in order to fulfil your needs in
hotels, apartments, and so on.
❑ We negotiate for you.
❑ Digital Mystery
❑ Website design, web content, web positioning, SEO, SEM,
email marketing, mobiles apps, reputation on-line,
Community Management, public relations, blogs.
Mystery Audits

13. ❑ Our customers are independent hotels, small and middle sized
hotel chains, golf courses, leisure parks, catering groups, health
resorts and spas.
❑ Tour-operators or travel agencies specialized in luxury trips,
that want us to select and make a contract with hotels and
establishments around the world, by validating those according
to the appropriate standards for their customers.
Our Customers

14. ❑ For big hotel chains we do the first analysis during the “soft
opening” in order to identify starting errors and eradicate them
immediately. In addition, we offer training courses for staff.
❑ We collaborate with banks that trust us completely. We give
the diagnosis of the touristic assets which are in portfolio and
make the decision for maintaining the assets or disinvestment.
Our Customers

15. How much does it cost?
Scenario: hotel with less than
100 rooms.
1-2 days 1.200 € + VAT
2-4 days 2.000 € + VAT
4-7 days 3.400 € + VAT
Special voucher HMG:
2 audits yearly: 20% discount
(*Basic illustrative rate)

16. CONTACTS
www.hotelmysteryguest.es
info@hotelmysteryguest.es
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