Mystery Shopping

Mystery shopping is an important tool for hotel management. It is based on an anonymous evaluation visit to a hotel or restaurant. The evaluations are done by our trained staff who make a complex assessment of the facility and its services.

Mystery shopping report serves as an important source of information. It may become an invaluable tool for improvement of services, or explanation of weaker performance of the facility. The report serves as a benchmarking tool, control measure and tool for employee performance appraisal and improvement. Mystery shopping gives client an expert and independent feedback from the customer's perspective.

The evaluation consists of structured and unstructured parts. Unstructured part describes in detail experience of the mystery shopper in the evaluated facility. Attention is given to the smallest details. The structured part evaluates quantity and quality of specific critical factors.

Special attention is always paid to preparation of the mystery shopping visit. The client is involved into the process of definition of critical factors particular for his or her facility or areas which should be given priority attention. These are then combined with H4U standard assessment procedures.