Hospitality

The Hotel Chain was having negative feedback from guests’ about reservation procedures. It needed to:

• Identify the reasons why requests were either partially relayed or not relayed at all
• Identify the reasons why reservations were not placed successfully resulting in loss of revenue
• Address the complaints that the operator was not friendly

MS3 Team selected a team of Mystery Shoppers who have had prior experience of staying in 5-Star Hotels, both China and globally, and made reservations through different channels to access the thoroughness of each channel. Different scenarios were played out e.g. requests for late check in, check out, demand for answers to enquiries etc.

MS3 Team worked closely with the Quality Manager to identify the key reasons and made improvements to their website programming and found the indicators for a friendly reservation process e.g. a warm welcoming voice, proper salutation, a fond farewell.

MS3 Team provided Training for reservation staff based on the findings and helped the Hotel minimize loss of customers and revenue from dissatisfaction or inconvenience by improving on the reservation process.