Holiday Inn
Scenario
Mystery shop of Hospitality Service and an audit of quality standards. Holiday Inn considers their breakfast as a key value-add for their business and leisure guests. We assisted in observing and testing the consistency and quality of the service, facilities and guest experiences to ensure their investment is being executed with excellence.
Here’s What Happened
Our Mission:
- Recruit and onboard Mystery Shoppers with the look and feel of a business professional
- Visit select hotels and evaluate their breakfast service: ordering, speed, courtesy, quality of food and the professionalism of staff
The Results
This program enabled Holiday Inn to quantify customer satisfaction, re-evaluate their value proposition, and become more successful in this highly competitive market segment.
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