Mystery calls

..., for it is the first telephone call which is decisive.

The high degree of necessity to process and conclude booking and reservation inquiries is more important than ever in the hotel industry nowadays. If the potential guest already has the telephone receiver in his hand, he expects competent treatment; otherwise he will phone the next hotel. Rarely will a guest give the hotelier a second chance. Given the constantly increasing demands placed on the advisory qualities of hotel employees at the reception, in the head reservation office and particularly in the wellness area, telephone competence is a MUST.

As an established quality audit specialist, Kadner Hotel Consulting (KHC) offers a sophisticated as well as efficient quality tool in the form of “mystery calls”. This measure creates transparency as to how efficiently the employees tested are able to make bookings and deal with special requests, process them and realise them.

With the help of mystery calls, the reasons for “missed” bookings are purposefully established through the test criteria tailored to the individual needs. The hotelier receives concrete information regarding the areas in which improvement is required and is thus able to transform a calculated loss into substantial turnover.

Advantages of KHC mystery calls in an overview:

• Systematic testing of sales quality during acceptance of reservations
• Targeted uncovering of inappropriate behaviour of individual employees
• Basis for creation of immediate measures to eliminate the faults
• No additional telephone charges
• No basic charge
• Individual test criteria catalogue
• Choice of topic focus (e.g. sale of categories, wellness consultation, etc.)
• Choice of role as caller (e.g. difficult guest, handicapped guest, etc.)
• Quantifiable evaluation, including overview of results
• Digital tape recording of calls* (immediate dispatch following test call)
  * requirement for the digital recording of telephone calls is a declaration of consent of the employees