BIA Hotel Mystery Shopping
BRAND STANDARD AUDITS
Benefit from an independent professional assessment of your staff's hospitality and service performance across all divisions of your hotel operation
BIA first began serving hotels and resorts by providing the Brand Standard Audit. This hotel audit, which is guided by the hotel brand's Standard Operating Procedures, delivers reports that serve Management with a professionally trained and independent perspective on "brand compliance" issues.
These unannounced evaluations involve comprehensive hotel mystery shopping inspections of 5 Star hotels that cover all 'front of house' areas of the entire hotel or resort, relative to the property's SOP's.
Observing & recording "Front Office", "Housekeeping", "Food & Beverage", "Hotel Amenities", "Pool & Beach" as well as "Security" - all possible points of a hotel guest's interaction with the property and hotel staff are evaluated; and hotel departments are scored according to their performance and compliance with the hotel brand's specific management standards.
BIA will create hotel mystery shopping audit forms, based on your hotel brand's SOP's, and design an annual program of mystery guest visits, to deliver an independent 'third party' professional assessment of your hotel's SOP conformity in action, as well as staff performances and service attitude.
We've managed over 1,000 hotel and resort audits to date: Let BIA help you elevate your property's overall performance to meet and surpass any local, regional or international challenges you may face.
