The Mystery Hotel Guest - Sizing Up the Competition

If you work in hospitality, you know the competitionsparkle while plants should be lush and green. Ideally,
among hotels is stiff and constant. In sports, you canthe check-in process is quick and easy. Pay attention
size up the competition by looking at stats; withto whether or not they're organized and efficient. Is
hotels it's not so easy. If you've worked forthe area cluttered? On the way to your room, is
competitor hotels then you know them; if not, whileeverything well-kept and attractive? Is the elevator
you know yours, the rest are a mystery. So, asideworking? Are hallways inviting, painted in modern
from visiting their websites, how do you learn abouthues? Are plants, art or other hotel supplies
the hotel supplies and amenities other hotels offer?decorating common areas?
Be a mystery traveler. Book a room at one of yourAs you enter your room, what's the first thing you
competitor's hotels. It's a great way to explore hotelsnotice? The smell, the carpet, the hotel supplies or
in the area and size up your competition, to seemaybe none of those things. Hopefully your 1st
which hotel supplies and amenities they offer andimpression is a good one. Are the comforters or
which they don't. Playing guest also helps youbedspreads attractive and in seemingly good repair?
evaluate hotels as a whole, from the call centerWhen you visit hotels, do you enter a guest room
when you book your room to the front desk whenand walk it, exploring the accessories and hotel
you check in to the décor and hotel supplies in thesupplies [out], or do you sit on the bed and "take in
guest room itself.the room"? Wear white socks and do the sock test
Once you've decided to size up other hotels, bookon the carpet. Explore the bathroom and note which
your room. When you call to make your reservation,amenities, such as complimentary toiletries the hotel
how many times does the phone ring before it'soffers. If you're not pleased with your room, what
answered? Are you treated with respect byare its deficiencies and how do they measure up to
someone who's delighted to help you? Do theyyours?
promote any of their amenities or ask if you needOnce you've 'played the guest' and personally
any special accommodations? Is theirs a competitiveevaluated hotels, and their hotel supplies, in your
rate versus other hotels? With the room booked,area, you'll be better able to determine where you
your next step is packing. Of the beauty and hotellack and where you outshine competitor hotels.
supplies you'd normally use, are they offered asThere are areas where you can't affect changes;
amenities by your chosen hotel? Preview yourhowever, hotels can improve guest services and
chosen hotel by comparing its web presence toupgrade hotel supplies, among other things. Being a
yours and those of other hotels. Do they highlightmystery guest is a great opportunity not only to
their amenities and hotel supplies or have betterreally experience hotels and gauge genuine reactions
pictures than your site?but to see things from a different perspective.
As you're checking in, check out the exterior details.Seeing other hotels, what would you change? Which
Do the main areas look, feel and smell good? Howhotel supplies [out] would you nix or begin offering?
are you received when you check in? Ideally, you'reBeing a mystery guest can be a fun, beneficial
warmly welcomed. Are the plants water, walls andlearning experience that will help you improve your
sign clean and well lit? Windows, walls, floors and thehotel, your hotel supplies and, hopefully, put you a
foyer, when cleaned with quality hotel supplies, shouldstep ahead of competitor hotels.