Welcome to the Summer 2009 edition of Continuing Hotel Education
MESSAGE to Myanmar Hotel Owners and Developers: Find out about the efficiency and effectiveness of your hotel operations and the quality of the service levels
Hotels depend on repeat business and guest retention. Hotel Mystery Shopping helps the hotel owner or operator find out whether the guests are satisfied or not. Guests will be satisfied only if the hotel has perfect service, clean rooms and quality food & beverage etc so that he can feel at home with the service, while staying away from home. Once he receives quality service from the staff, he will be back to the hotel again and again. If he is satisfied then he will also refer this place to his friends or business associates. This way, the scope of the business will increase with increasing revenue. However, if the guests are not satisfied, he will never ever return. On top of this, he will also not recommend his friends or business partners to patronise the hotel. The Internet can facilitate the spread of the good or bad publicity.
The Advantage Group provides mystery shopper and hotel operations audit services including: |
| • |
Determine if hotel services are delivered as advertised or expected |
| • |
Provide a 3rd party review and evaluation of the physical appearance and maintenance standards of the hotel |
| • |
Check and evaluate hotel service procedures including time taken to complete a service transaction or determine the absence of any operating procedures |
| • |
Make recommendations on how to improve the performance gaps and also the training or other measures required to bring the service level up to the expected standard. |
Besides the use of guest comments cards, Hotel Owners could do well to engage a 3rd party to conduct a surprise inspection of their hotels unannounced as a mystery guest to evaluate the guest service and also the attitudes of the managers and staff from an objective point of view.
For your hotel mystery shopping evaluation or an audit of your hotel operations, contact The Advantage Group.
The Advantage Group is the consulting arm of the SCCD Hotel School and advises hotel owners and developers on hotel development, hotel pre-opening and operating a hotel and human resource management. Specially tailored hotel management courses for Myanmar hotel owners/developers are available. If you need professional assistance and advice for your hotel pre-opening, contact advantage@AGmyanmar.com |
Newsletter 
The Learning Curve 
