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See your business through the eyes of a customer!

The mystery guest is a key tool to maintain service excellence and improve the reputation of your hotel or restaurant.

In the dynamic world of hospitality, delivering exceptional service is crucial for sustaining profitability. Each guest interaction matters, and customer satisfaction is key. But how can you ensure your service meets and exceeds expectations? This is where the "mystery guest" becomes invaluable.

A mystery guest offers a unique opportunity to evaluate and enhance service quality from the perspective of an anonymous customer. By experiencing your establishment like a regular guest, our mystery shoppers provide insightful feedback essential for continuous improvement.

At Etiquette Matters Institute of Etiquette, we specialize in mystery shopping services for hotel and restaurant industry. Our goal is to help you see your business through your customers' eyes, identifying strengths and uncovering areas for improvement. Our Mystery Guest Programs address one of the biggest challenges in the hospitality industry: consistently taking care of the customer.

Our programs help identify areas needing improvement and training, monitor customer service, brand, and product standards, and enhance overall customer satisfaction. This enables our clients to continually measure and improve their service delivery, ensuring customer satisfaction and loyalty.

Explore the benefits of our Mystery Guest Programs. Let us help you elevate your service standards and ensure every guest experience is exceptional.

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What We Offer:
Food & Beverage Insight: From dining and breakfast service to drinks and wine, we scrutinize every aspect of your F&B offerings, focusing on food quality, presentation, and service efficiency.

Front Office Excellence: We assess every interaction from room reservation calls to check-in and check-out processes, ensuring your front office team delivers a seamless guest experience.

Housekeeping Standards: Our evaluations cover cleanliness, room amenities, and overall room presentation, highlighting areas for improvement and reinforcing best practices.

Comprehensive Evaluation: We conduct thorough assessments of all guest touchpoints, including concierge and porter services, leisure club and spa facilities, and room service.

A Mystery Guest typically spends one or two nights at your establishment to evaluate every aspect of a hotel guest's experience. We collaborate with you to create a customized program tailored to your specific needs, which may include the following criteria:

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Telephone Manners
Sales Abilities
Upselling Techniques
Missed Sales Opportunities
Customer Service Quality
Knowledge of Products
Product Excellence
Compliance with Brand Standards
Staff Presentation and Appearance
Facility Standards
Service Efficiency
Integrity of Team Members
Cleanliness
Facility Maintenance
Food and Beverage Services
Menu Options
Food Quality
Presentation of Food and Beverages
Wine Expertise
Atmosphere
Adequate Staffing Levels
Interdepartmental Communication
Staff Performance

Get in Touch
For a comprehensive proposal and customized quote, please reach out to us. We look forward to discussing how we can tailor our services to meet your needs.
etiquettemattersca@gmail.com or 437-989-3344.

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Featured Brands

We are honored to collaborate with some leading brands in the hospitality sector. Our mystery guest services have played a crucial role in refining their customer experience.

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