After 16 years specialising in the Scottish hospitality business I find it disappointing how few hotel owners and General Managers use ‘mystery guests.’
Are they afraid what these independent souls might find? Quite possibly, but it’s also a sign of an arrogance which is especially true of some owners. “Who could possibly criticise my hotel?!”
Price is one thing. Complacency is altogether different – and dangerous.
In my experience, the most successful hotels and restaurants are those which embrace positive criticism and are keen to do even better. A neutral perceptive can be worth hundreds of times the small cost involved. An experienced outsider is likely to tell you things even the best GM hasn’t yet spotted. And that can mean a big boost to the bottom line.