Gizli Denetleme

“Müşterinin düşündüğü gibi düşünmek ve gördüğü gibigörmek!”

Gizli denetleme size misafirinizin gözünden tesisinizi görmek ve objektif olarak değerlendirme yapmanın benzersiz imkanını sunacaktır. Hotelcilik tecrübesi olan uzmanlık eğitimi almış ve seçilmiş çalışanlar ayrıntılı olarak mevcut standartları raporlandırıyor ve iyileştirme önlemleri alabilmeniz için değerli tavsiyeler veriyorlar.

İçerik:

  • 2500 sorulu TUI kriterleri kataloğuna göre denetleme

  • Check-in’den oda mobilyalarına, personel ve hizmet alanlarından bahçe tesislerine kadar tüm standartların rapor edilmesi

  • Belirlenmiş puan sistemine göre kategorilerin tek tek değerlendirilmesi

  • İlave olarak fotoğraflar ve detaylı açıklamalar

  • Somut eylem tavsiyeleri

Modül A Esasları

  • Kalite verileri ve internet sayfaları sayesinde detaylıön hazırlık

  • Denetçinin üç günlük ziyaretin Yazılı ve fotoğraflı raporlama ile analiz

  • Sonuçların karşılıklı olarak yerinde görüşülmesi

  • Yaklaşık 150 sayfalık detaylı sonuç raporu

Modül B Esasları

  • Modül A’ya ilave olarak

  • Altı ay içersinde 3 günlük bir tekrar ziyareti

  • Birinci gizli denetlemeden bu yana alınan önlemlerin kontrolün

 

Referanslar

"Please allow me to repeat my thanks, this check was simply wonderful. The lady checker also deserves quite special praise, as she was very professional and really had an eye for detail. On the basis of this check we will now be introducing improvement measures. I therefore wanted to ask if we can count on having another test in six months to see how well the hotel has performed?" Christoph Maximilian Schlatter, Hotel Laudinella


Interview with our experts regarding the Mystery Check

What is your experience with the Mystery Check? It is very important for the Mystery Checker to provide detailed data, i.e. photos, concrete experiences or observations. The Mystery Check reports are therefore very extensive documents, which also contain many recommendations. 

In your opinion, what is the main focus of the Mystery Check? Is it the famous dust finger? A Mystery Check not only checks the cleanliness of the hotel. A considerable number of satisfaction factors are scrutinized - service, gastronomy or the condition and equipment of the establishment are also important. Further factors of the check are, e.g. security, entertainment or child friendliness.

What is the biggest added value for the hotel? A Mystery Check creates awareness of the perspective of guests with respect to management and employees. If the results and photos of the Mystery Check are made available to all departments, this has, in my experience, a great impact on all employees and usually leads to changes.

What do you think is the biggest challenge for a Mystery Check? A Mystery Checker must be well-organized to be able to check all areas and services of the hotel in the given time, complete the very extensive checklists and prepare a meaningful presentation for the final briefing with the management. He always has to act like a normal guest.

What was your best/funniest experience during a mystery check? Sometimes I can see that recommendations are implemented or deficiencies remedied directly after the final briefing with the management. Often after a MC I have a look at the guest satisfaction ratings for the hotel and am happy to see they have risen. 

What happens if your real role is discovered? That has never happened up to now, even not in hotels that are often subject to a Mystery Check.