Hotels need mystery shoppers to keep up customer experience

Ever wanted to stay at a four-star hotel just to see what its like for the night? Mystery shopping may be the gig for you, as hotels everywhere need to keep customer service levels up to a proper level. 

Ever wanted to stay at a four-star hotel just to see what its like for the night? Mystery shopping may be the gig for you, as hotels everywhere need to keep customer service levels up to a proper level. Flavio Martins wrote on Business 2 Community that a quality experience can set a hotel apart from the competition. A shopper can help tell management how they are succeeding, areas in which they can improve and other observations they may have.

"When it came to choosing a hotel, I wanted the best, but it seems like every hotel claims to be the best or premier property for travelers," Martins wrote. "How do you differentiate between all of the options?"

It's a competitive market, so mystery shoppers should be unbiased in their reports on hotels to help executives make the best decisions for areas that may need to be fixed or altered going forward. Issues such as cleanliness, atmosphere, decor, room service, the front desk and the cleaning staff can all affect how a hotel does in the eyes of a customer. As a mystery shopper, your job is to ensure all of these things are up to par.

By staying a night or weekend at a hotel, a shopper could be of great help to a company looking to give its customers the best service possible. The American Express Global Customer Service Barometer said this should be a key issue, as 37 percent of Americans believe companies have increased their focus on quality service. This means more will likely be looking for excellent service, putting the pressure on hotels everywhere to provide niceties.

"Customers want and expect superior service," said Jim Bush, executive vice president of world service at American Express.  "Especially in this tight economic environment, consumers are focused on getting good value for their money.