At term of the pre-opening main project, Pulse Consulting can extend its mission by coaching and auditing the hotel operation. These missions can focused on operation, finance, human resources or any other request formulated by the hotel top management.

Mystery Shopper Program

Measuring customer satisfaction levels is critical to success. One of the biggest challenges facing the hospitality industry is taking great care of the customer on a consistent basis. An indifferent, perfunctory, or rude service encounter can erode a customer’s confidence in an establishment and cost you future business.

We all know what the weak economy, downsizing, and the elimination of many mid-level management positions has done to service businesses. It’s become more and more difficult to effectively train and monitor personnel. The good news is that when management measures service and employee performance on a regular basis, it can quickly identify weaknesses and save costs.

The goal of the mystery shopper program is to measure performance and provide valuable information to improve guest satisfaction. By highlighting deficiencies and outlining areas that require attention, managers and staff can correct these deficiencies to improve product, service delivery, and ultimately guest satisfaction.