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Mystery Guest Program

Our Mystery Guest Program gives the general manager or owner, powerful insights into what a typical guest encounters, from the first impression from your website through to check out. Our typical audit covers 14 sections of your operation from a customer perspective.

We use experienced 'guests' who make both quantitative and quantitative reviews of facilities and services that are agreed upon before the guest makes a reservation and walks through your door. If you have concerns about a particular department, or departments, then you may wish to amplify the audit in these areas.  

You simply advise which dates to stay clear of and we will do the rest. Our guest or guests will check in and do the rest. Sample areas that are inspected include:

  • Your website
  • The telephone booking
  • Meet and Greet
  • Check in
  • Guestroom
  • Bathroom
  • Housekeeping
  • Restaurant Dinner
  • Restaurant Breakfast
  • The Bar
  • Room Service
  • Staff in General
  • Check out
  • General Observations
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As an example, in this report we provide a comprehensive insight into how the meet and greet went when arriving in Rarotonga en-route to a local Resort, as part of the overall report.

Reports are by section and the service is scored from 1 (very poor) through to 5 which is exemplary. These are then totaled up to provide your hotel with a score by section and an overall 'stay' score.

As General Manager or owner, you will get these reports to share with your department heads, and you may wish to share these with all staff. Identify training needs, use as examples of the way to do or not do particular tasks and use them as a bench mark for improvement.

We are hospitality and accommodation specialists so these reports are specific and fit for purpose. Get these done by quarter and look for improvements on the previous reports.

Contact Oceania Tourism today.