Every hotel invests in their front desk team. This area serves as the face of the property and often creates the first and last impressions. But what if a guest was quietly rating your check-in process, body language, and attitude? That’s exactly what mystery guests do,and their findings can be eye-opening.
One of the most commonly overlooked aspects is the lack of eye contact. A warm greeting that includes genuine eye contact establishes trust and signals attentiveness. Guests instantly feel acknowledged and respected, which sets a positive tone for their stay.
Another issue is scripted or robotic communication. While scripts can provide structure, guests can tell when an employee is simply going through the motions. Personalized service,using the guest’s name, adjusting tone based on mood, offering tailored suggestions,has far more impact.
Response time also plays a crucial role in guest perception. Mystery guests often report moments of hesitation, slow reaction to questions, or vague answers. These moments reduce confidence and can make the guest feel like they’re not in capable hands.
Upselling is another missed opportunity. Well-trained front desk staff can suggest upgrades, amenities, or dining options in a way that feels natural and helpful, rather than pushy. When done right, it enhances the guest’s experience and increases revenue.
Finally, the farewell moment is frequently underutilized. A warm and sincere goodbye can leave guests with a lasting impression of the hotel. Too often, guests are sent off with nothing more than a distracted “take care,” rather than a thoughtful, branded send-off.
Mystery guest services shine a light on these overlooked areas. At Hoteltraining.gr, we offer professional evaluations and consulting that help hotels identify and improve the details that truly matter to guests.
