Mystery Checks / Hotel Checks / Restaurant Evaluations

Each stay at a hotel or visit to a restaurant is unique, something special. Afterwards the guest is deeply thrilled and the hotel-restaurant experience has met his/her expectations, even surpassed them. Optimally, the guest will become a new regular customer and an advertising medium.


Each stay at a hotel or visit to a restaurant is unique, something special. Afterwards the guest is deeply thrilled and the hotel-restaurant experience has met his/her expectations, even surpassed them. Optimally, the guest will become a new regular customer and an advertising medium. But the opposite can be the case as well. The guest is disappointed, maybe even distempered, is angry to have paid money for a negative experience. Where is the difference? How does a vacation or a dinner turn into a success? What are the reasons for it? What were the determining factors? These are the kinds of questions I will track during my mystery check.

During the mystery check the entire hotel including its surroundings will be screened in-depth with regard to quality, cleanliness, processes, sense of wellbeing, etc. The following typical areas will be examined:

  • Hompage
  • Reservation via telephone/ Email correspondence
  • Arrival / Check In / Check Out
  • Reception
  • Service
  • Restaurant
  • Rooms / Overnight stay
  • Wellness Spa Area
  • Lobby / Public Areas
  • Housekeeping
  • Safety / Security
  • Outside facilities / Parking areas

My mystery checks go a bit further. On the one hand the "typical" quality standards will be analyzed and the hardware of the hotel inspected, but my focus will go beyond this. My approach is more holistic. Once more, it is based on the people and their habits, because they are what characterize the business.
First of all I will take in the atmosphere. What mood is in the air? What kind of energy reverberates there? How does it feel? Does one feel welcome, secure, well cared for? This alone tells a lot about the business. What culture is lived out there? How do the guests feel? What expectations do the guests have? How loyal are the guests? What is the hospitality like? How are complaints handled? How are customer wishes responded to? How cooperative are the employees? How do the employees feel? What is the working climate among them like? Are the employees trained? Competent? Upon which rules is the system based? What message is communicated non-verbally? ...

cont-mysteryMy experiences and assessments are documented with pictures and short videos. The owners of the hotel or restaurant will receive a detailed report. A description of the status quo will follow, as well as a description of the open potential, optimization tools, information for improvement and a recommended course of action for the future. At the conclusion, a conversation for personal feedback is very important to me, so that the experiences can be discussed and possible questions, astonishment or non-understanding of the owner can be addressed in order to assure a well-rounded conclusion which promises future success.