The lodging and hospitality industry is made up of not only hotels and resorts, but also casinos and cruise
lines. 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 Intelligencetm
understands the expectations you place on your guest services staff, and how you can incent and retain good
employees. When you provide a positive guest experience, you protect brand reputation, 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.
How Service Intelligence Makes Your Business Smarter
Service Intelligence’s suite of integrated products and services can be customized to suit your business. You
select the questions that are most pertinent to your success, and we provide you with tangible data and solutions
that will enable you to achieve your business goals. We offer in-person, online, and call center shops, and can
also perform shops to gather competitive intelligence.
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.
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