7 Steps to Creating Action Plans from Mystery Shopping Audits in Hotels

Mystery shopping audits have emerged as a powerful tool for hotels to evaluate their guest experiences and drive continuous improvement. However, turning audit results into effective action plans is key to leveraging their full potential. In this article, we delve into the strategies for creating action plans based on mystery shopping audits in hotels, along with intriguing statistics and a compelling case study that highlights their importance.

Step 1 - Analyze the Data:

The first step in creating action plans is to thoroughly analyze the data collected during the mystery shopping audits. Dive deep into the findings, identifying both strengths and weaknesses in various areas such as front desk services, restaurant experiences, housekeeping, and more. Pay close attention to recurring themes and specific issues that require immediate attention.

Step 2 - Prioritize Areas for Improvement:

With a clear understanding of the audit results, prioritize the areas that require improvement based on their impact on guest satisfaction and overall hotel operations. Focus on aspects that directly affect the guest experience and are crucial for delivering exceptional service.

Step 3 - Set Clear and Measurable Goals:

Establish clear and measurable goals for each identified area of improvement. These goals should be specific, realistic, and time-bound. For example, if the mystery shopping audit reveals a need for enhanced staff communication skills, a goal could be to improve guest-staff interactions by 20% within the next three months.

Step 4 - Develop Strategies and Action Steps:

Develop strategies and action steps to achieve the identified goals. This may involve additional training programs, coaching sessions, process refinements, or even restructuring certain procedures. Collaborate with department heads and staff members to ensure their involvement and commitment to the action plans.

Step 5 - Assign Responsibilities:

Assign responsibilities to specific individuals or teams for executing the action plans. Clearly define roles and expectations to ensure accountability and a streamlined implementation process. Regularly communicate progress and provide necessary resources and support to the responsible parties.

Step 6 - Implement and Monitor Progress:

Implement the action plans and closely monitor progress. Regularly evaluate the effectiveness of the implemented strategies, making adjustments as needed. Continuously track key performance indicators and compare post-action plan results with the initial mystery shopping audit findings to gauge improvement.

Step 7 - Celebrate Success and Maintain Momentum:

Acknowledge and celebrate milestones and successes achieved through the action plans. Recognize the efforts of staff members and teams involved in the improvement process. Sustaining the momentum is vital, so continue to emphasize the importance of delivering exceptional guest experiences and make it an ongoing priority.

Case Study:

A well-known luxury resort conducted a mystery shopping audit, a few weeks before the end of peak season, and discovered that their guests felt rushed during check-in. This led to a decrease in overall guest satisfaction scores. To address this issue, Guest Delight International implemented an action plan that involved additional training for front desk staff on personalized check-in experiences. Within six months, guest satisfaction scores for check-in increased by 15%, resulting in improved guest loyalty, positive online reviews, and valuable insights for the next high season.

In conclusion, Mystery shopping audits provide valuable insights into the guest experience, but their true value lies in transforming these findings into actionable steps for improvement. By analyzing data, setting clear goals, developing strategies, assigning responsibilities, and closely monitoring progress, hotels can create effective action plans based on mystery shopping audit results. To know more about Mystery shopping, visit www.gdiworldwide.com or write to us at info@gdiworldwide.com.?