Great customer service is the key to success in
any business. No matter whether you operate a three, four, or five diamond property, hotel and resort mystery shoppers, secret
shopping and customer experience management services are the way to measure the customer experience, guest satisfaction and
increase occupancy, ADR, RevPar, and GSI scores.
Loyal customers are built from great service. This needs
to be the foundation of any operation in the hospitality industry. In the hospitality industry, services are delivered by
people to other people and organizations must strive to deliver high quality services to all of the customers; all the time.
In fact, great service can overcome many product imperfections. A customer's opinion of your property is always based on their experience of the product and service they receive.
Our custom tailored hotel shopping programs provide specific data for informed decision-making and action plans.
Our measuring and monitoring service gives your staff confidence in delivering your concept to your specifications. Customer
service should be the number one priority of all your staff, from reservations and sales who answer the phone, to those who
deal face-to-face with your guests beginning with valet parking or your bell staff to the front desk, and room service. Statistics
show that for every complaint received by a company there are another ten unhappy customers who simply complain to friends
and use a different property, or even hotel company, next time. LTS hotel shopping service gives you an opportunity to correct
mistakes before word of mouth negatively impacts your business!
Using LTS as a hotel
shopper is a low cost and reliable method of assessing customer experiences and satisfaction. No other method can replace
simple, effective feedback from an anonymous hotel shopper. By calling, emailing, or visiting your hotel anonymously, posing
as a member of the public or as a travel professional or meeting planner, we complete a detailed critique of the contact or
visit, giving you a complete evaluation of the response, service and experience. LTS hotel shoppers can schedule periodic
visits, calls, or emails over a specified or unspecified period of time depending upon the needs of its clients. The LTS shopper
will examine professionalism, sales techniques, closing skills, customer follow up and a range of other skills. Detailed feedback
highlighting areas of opportunity as well as positive experiences will allow your property to learn from mistakes and correct
errors as well as celebrate good service and identify superstar performers. Perception is reality to every guest so make the
most of every guest experience by fine-tuning your operation with LTS shopping service!
