If it needs to be managed, it needs to be measured.
A great first impression begins with expertly trained staff. Insuring your employees, from the sales team and support staff to concierge and front desk employees, are evaluated and monitored for the best possible performance is important. We can help make certain your hotel is offering the highest level of service by performing mystery calls on your behalf.
Gosselin Hospitality ECS, LLC., will work with your business to customize mystery calls to your needs and specifications. Our team will provide an assessment of your employees’ customer interaction, in order to gain a picture of how their knowledge and training is being put into practice. The calls provide the most effective opportunity for researching and measuring adherence to established standards, which have been created by training or operating procedures. We will identify missed opportunities to capture more revenue and profit. The results offer accountability, not only for staff members but also for management.
In addition to your staff, we can also shop Call Centers and your competition. We can make certain your hotel is being fairly represented if you use a Franchise Call Center, and ensure your guests are receiving the high level of service you’re looking for. And, what about your competition? We can call them too, to discover what they are doing and what you need to do to stay one step ahead.
In the hotel industry, the vast majority of business is conducted over the phone. It is imperative to be sure your staff understands and implements the proper and most effective sales techniques as well as offering outstanding service, which will greatly impact room revenues and ADR.
Mystery calls are truly an unsurpassed tool to help assess your operation, improve performance and attain superior results.