Who is the Mystery Guest

A Mystery Guest in the tourism sector has the task of evaluating the quality of services offered by hotels, restaurants, airlines or other tourism-related services. Operating incognito, the Mystery Guest simulates the behavior of an ordinary customer to objectively evaluate the overall experience.

The role of a Mystery Guest includes several responsibilities:

Customer Experience Evaluation: Acting as a real customer, the Mystery Guest evaluates hospitality, efficiency of service, quality of accommodation or food, cleanliness, attitude of staff, turnaround times waiting and other crucial aspects that influence customer satisfaction.

Detailed reporting: After the experience, the Mystery Guest prepares a comprehensive report containing objective observations, ratings and feedback based on the service encountered. These reports usually highlight strengths, weaknesses and suggestions for improving the service.

Objectivity and Professionalism: Maintaining anonymity during visits is crucial so that the Mystery Guest can provide an impartial and accurate analysis of the quality of the service.

Support for Improvement: Mystery Guest reports serve as internal evaluation tools for tourism establishments to improve service quality, identify areas for development and train staff to ensure superior customer experiences.

In summary, Mystery Guest represents a vital tool for evaluating and improving the quality of service within the tourism sector. This role helps ensure satisfactory customer experiences and maintain high standards of excellence.