Audits & Mystery Guest Programme
Do you really know how your guests think of you? Are you achieving your quality and brand standard goals? Do you know how you stand against your competitors? Most importantly, are you meeting your guests’ expectations?
SOHO’s Mystery Guest Programme or Standards Assessment Programme (Audits) allows you to confidently address these questions by experiencing the properties’ service and facilities from a guest’s perspective. Our programme offers an accurate, unbiased view of the guests’ experience of all services and facilities.
How does this program work?
The Mystery Guest Programme (Standards Assessment Programme) assesses an actual guest experience for a
specific service in an individual or a group of properties. To do this, an experienced, anonymous assessor visits
each property, and/or uses every service before detailing the experience in a comprehensive report.
Who conducts this program?
The SOHO programme is conducted by an experienced mystery guest assessor (who has a profile similar to the
hotel’s typical guest) and professional hotel evaluators. The programme can measure compliance with general
industry quality standards but can also be customised to focus on particular needs and specific corporate
standards
Who is it for?
This programme is designed for any property that could be an independent, moderate boutique property or
one belonging to a large international luxury group
How long is it?
The duration of a Standards Assessment Programme depends on the scope of the assessment.
A comprehensive overall assessment of a property is usually conducted over a 24-hour (1 night) or 48-hour (2
night) period.
How will your housekeeping teams and functions benefit from this service?
- Get a detailed inspection of whether your property conforms to the desired branding and image
standards. - Note how your property compares with competitors to help establish your guests’ perceptions and
your business’ position in the market. - Consolidate your business’ strengths and recognise areas for development to better understand how
to allocate precious funds and calculate budgets.
What can you expect?
PRE-ASSESSMENT
In preparation for an assessment, a checklist is created in conjunction with the property management. This lists each facility and service to be assessed and the required standards.
ASSESSMENT
After the audit checklist has been approved, the service is used and/or the property is visited and assessed by an anonymous, unbiased, experienced assessor.
The assessor uses the services and facilities as an actual guest would. Using the checklist, the services and facilities are assessed in a Yes/No manner to ensure objective reporting.
REPORTING
● On completion of the assessment, information is analysed and formatted by the assessor, providing
meaningful, easy-to-read statistical and observation reports.
● Statistical reports provide percentile results of each department and service area.
● Assessor’s report analyses the results of the assessment from a guest’s perspective.
● Assessments are conducted with an objective checklist detailing the compliance of each service and
facility, which is agreed upon prior to the audit taking place.
● Non-conforming items are supported by photographic evidence.
● Reports are completed and forwarded by email within the agreed period