Service Intelligence assists our clients with achieving top-of-the-line guest service through our lodging hospitality industry mystery shopping services. A widely diverse industry, the lodging and hospitality industry is not only made up of hotels and resorts, but also casinos and cruise lines. Service Intelligence provides analysis through Mystery Shopping and Compliance Evaluations, helping you maximize guest perception, regulatory compliance, safety, loss prevention, and brand representation which, in turn, maximize top-line revenue and bottom-line profits.

Why Mystery Shopping is Valuable

Your guests are first priority, and Service Intelligence knows better than anyone just how to ensure consistent and authentic customer experiences. As a leading mystery shopping provider, Service Intelligence understands the expectations you place on your staff and how these expectations directly influence guests’ opinions. When you provide a positive guest experience, you protect brand reputation, incent and retain good employees, enhance customer loyalty and ultimately increase revenues. Mystery Shopping offers immediate as well as long term benefits that take you where you want to go. You can customize your program to gather the data most beneficial to your operations.

A Well-rounded Program

Customer Service
Service Intelligence mystery shoppers understand that service and hospitality are paramount in making certain guests not only enjoy their visit and return in the future but also tell others about their experience. To ensure all aspects of the experience are impeccable, Service Intelligence can evaluate your business from the moment a reservation is made to arrival and all the way to check-out. We specifically look for those things that turn a good visit into a great one. Was the reservations agent courteous and efficient? Did the staff smile and greet you upon arrival? Were complaints or special requests tended to politely and efficiently? Were you thanked for your patronage and asked about your stay?

Cleanliness, Comfort, and Visual Appeal
Cleanliness is of extreme importance in the hospitality business. Not only are there sanitation ratings that must be met, and ideally surpassed, but guests will never return to a business that they have deemed less than clean. Further, guests expect an environment that is comfortable and aesthetically pleasing. Our mystery shoppers evaluate guest rooms, restaurants and bars, spa facilities, pools, meeting space and public areas.

Safety and Security
While guests may not be aware of compliance with health, safety, and environmental standards, such standards are mandatory to remain operational. Service Intelligence also conducts revealed or disguised Compliance Site Evaluations to gauge compliance with health and safety regulations, inspecting fire exits, elevators, stairwells, the availability of fire extinguishers, and posting of evacuation procedures. Additionally, we can evaluate restaurants and kitchens for cleanliness, sanitation, and food storage and handling processes. Our Site Evaluations can also measure the staff’s compliance with your corporation’s policies and procedures for safety, security, and loss prevention throughout the property.

Brand Representation
Large hospitality chains are particularly concerned about consistency across the brand. With a tremendous network of mystery shoppers throughout North America coupled with international partners, Service Intelligence can customize an evaluation program that provides the data and analytics necessary to ensure that each property in the chain is operating consistently with brand standards.