Restaurant Mystery Shopper

The hospitality industry, especially the hotel industry, depends heavily on consumer satisfaction for success. The most important duty of any hotel, whether big or small, is to please its guests to the maximum extent possible. This is the reason many of the top ranking hotels are hiring staff that is specially trained in hospitality. However, in reality, very few hotels are able to satisfy their consumers hundred percent. There is some snag or the other. Many hotels employ a mystery shopper to give them a feedback about the performance of their hospitality staff.

There are certain things that the hospitality staff of a restaurant should know.

• Guests visit a restaurant to spend a nice time there and they expect the staff to be very cordial with them. The staff, however busy, should smile at the guest, be courteous and attend to their demands within reasonable limits. No guest would like to be received by a staff member who is grumpy faced or who plays hard to get. They like being given importance and many of them would like to be offered a table right away. Many times, in the rush hours, this might not be possible. In such a case the staff should be trained in politely letting the guests know about the unavailability of vacancy. They should not be left standing in the restaurant, but given a place to sit comfortably and wait for their turns. A mystery shopper observes the etiquette of the staff when he visits a restaurant on an official visit and reports about it to the relevant authorities.

• It is said that food is the best way to attract people and retain their loyalty for long. It has been observed that those hotels that have a stable clientele and those that are proudly maintaining a good rapport with old clientele for a long time are the ones that have won the hearts of millions of people with their superior quality food. The guests expect to eat some delicious recipes that are hygienically prepared. To stand out in the competition a restaurant should always try to offer something new and unique to its guests. Restaurants that make specials everyday are thronged by a lot of people. A mystery shopper visits the kitchens of the restaurant that he is assigned and sees if the food is being prepared in a hygienic manner. He also observes the presentation of the food at the table.

• Serving the food is an art and it includes the presentation of the food as well as the etiquette of the caterer. The food might be laid out on the table well, but the warmth of the waiter also counts. The guests might require things in the course of their meals. The staff should be trained in promptly attending to the guests under such circumstances. A mystery shopper observes whether the hospitality rendered by the staff is up to the mark.

• It has been observed that guests come back to a restaurant only when they find their previous experience memorable. The restaurant has to work hard for this. It has to make its ambience informal and friendly and it should offer amenities to the best of its abilities. Many guests use restaurants for personal purposes as well as for official purposes and they expect to get the best. A mystery shopper checks not only these features, but also others. For example, the maintenance of the premises of the restaurant.

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