Don’t we all just love to talk about what this restaurant did wrong and what that hotel didn’t do? We tell this to friends and family, share it on every possible social media page, run to TripAdvisor and Hello Peter, yet nothing really gets done. You might get your money back or a chat with the general manager, but that’s about as far as it goes.
Now you have a chance to make a difference!
Become a mystery guest
Travelling Mystery Guest invites you, the South African customer, to become a mystery guest with the company in order to gather more information about customer expectations in the hospitality and tourism industry. This, however, does not mean that you can just sit back and relax – the information you gather from your experience will be crucial to Travelling Mystery Guest’s findings which will be shared with the establishments visited in order to assist them on improving customer service.
In a nutshell the following will be expected of you:
- Attend an in-depth training session on how to become a mystery guest for Travelling Mystery Guest (Pty) Ltd.
- Sign an agreement with TMG, indicating that all information gathered is the property of the company.
- Have permanent access to internet and social media.
- Have your own transport and contact methods.
- Have experience in the hospitality and tourism industry.
What’s in it for you?
- A great new experience and the opportunity to explore your local environment.
- Some insight on the hospitality and tourism industry’s challenges.
- 10% commission on every establishment you visit.
- 10% on every TMG workshop booked in response to your visit.
- In-house training on customer service and the procedures to follow as a mystery guest for TMG.
What’s in it for Travelling Mystery Guest?
- More accurate recordings of a customer’s journey at an establishment, assisting us in giving restaurants, guesthouses and hotels the best possible feedback on their customer service.
- The opportunity to really make a difference in the industry.
- Some great new friends.
- An increased database.
Interested? Send your CV to Renate at email@example.com.
Terms and Conditions:
Only South African citizens may apply.
You may only become a mystery guest if you have your own transport, contact methods and constant internet access.
The application process may include further interviews.
Your participation may be terminated with immediate effect should you not adhere to Travelling Mystery Guest’s operating procedures and standards.
You may not participate as a mystery guest for the company if you have not completed Travelling Mystery Guest’s training and signed an agreement with the company.
All documents, photos, databases and other information gathered in the process will belong to Travelling Mystery Guest and the reproduction or reuse thereof will be illegal.
We’ve recently returned from a trip to Zanzibar. It was after the first night’s stay that I once again realised how quickly one can either be super impressed with an establishment’s service standards, or absolutely horrified.
Unfortunately, in this case, it was the latter.
I had taken my camera with (with the aim of sharing some great photos with you when we return). The chalets we stayed in were all very neat and consisted of all the necessities for a three star self catering unit. You know – two towels on the bed, some bathroom amenities, mosquito nets (which you can’t go without there), etc.
On arrival I suspected that the lodge should be relatively safe, as all the chalets had windows that were only covered with mosquito nets. There were no actual glass windows, which indicated that they clearly have no problems with theft or other criminal activities. This was until that evening, when they stole my camera bag with my camera and two lenses from the bed while we were sleeping on the other bed in the room. After waking up from some strange noises, we realised something was up and got up to see if something was missing. When we went outside to see if there is a security guard who could assist us, there was absolutely no one to be found. Now – what do you do in such a situation? What if someone got hurt? The lodge manager was nowhere to be found, nor any of the three security guards who had been there earlier that evening. After notifying them the next morning, the lodge manager called the lodge owner, which indicated that he was not able to handle any of this and he realised that he had slipped up.
In Zanzibar it also seems to work the other way around when it comes to police statements, as the police were not able to come to the lodge – they had to be fetched!
So…Travelling Mystery Guest compiled a few tips with regards to the importance of security at your accommodation establishment, which you might want to ensure are in place:
- Make sure that your manager is always available and ensure that guests are given his or her contact details for emergencies. If a manager doesn’t want to be bothered in night time, he’s not worth being your manager. That’s where the extra mile comes in when it comes to hospitality.
- If your lodge is large and needs security guards to patrol the area, ensure that they are on duty at all relevant times. Also ensure that your manager has an eye on them at all times.
- With a tourist destination theft is always a possibility as tourists carry expensive items like cameras which are easy to spot and unfortunately also easy to sell on the black market within the hour. Make sure that your guests’ rooms can lock properly (doors and windows) and ensure that they are provided with safes to put their valuable items in. (In our case there were no safes).
- When providing guests with safes, always ensure that the safe is accompanied by proper instructions on how to use it.
- Be sure to have all contact details of local police readily available. (In this case, the manager also had to wait for a car, as he lent the lodge’s car to another lodge for the morning.) Be sure that your establishment always has some form of transport at hand for any kind of emergency or for in case you need to fetch the police without keeping your guests waiting for three hours!
One thing I could say about this lodge is that the manager was very helpful in booking us into another lodge (right next to them) with very high security gates and 24/7 security guards! Now why would they not have thought of this before my camera got stolen, mmm?
You might have noticed that Travelling Mystery Guest’s (TMG’s) website is up and running at last and that we are currently running a promotion to celebrate our launch.
Travelling Mystery Guest Promotion
The special is aimed at all tourism and hospitality establishments in South Africa, including restaurants, guesthouses, B&B’s, boutique hotels, hotel groups, lodges and any other establishments in the industry. Be one of the first ten establishments to book a mystery guest visit from TMG and receive 25% discount on our full package. This includes a pre-evaluation of your advertising, websites and social media, a mystery guest visit which takes into account the whole customer journey from arrival to departure and even the quality calls thereafter. It also includes a customized constructive report, giving you feedback and tips on how to improve your customer service to ensure that your guests return. It’s all about walking the talk – providing the customer with exactly what you say you do.
To book your mystery guest visit, contact Travelling Mystery Guest on 079 110 5674 or firstname.lastname@example.org. This special is valid until 31 August 2013.
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