Hotel Shoppers Report


Hotels win customers and build loyalty in part with features and benefits of the facilities, but making a lasting impression also requires stellar service and interactions that consistently exceed guests’ expectations. Our proprietary hotel mystery shops will help you train your employees to “wow” guests time and time again.

International Restaurant & Hospitality Consulting Group existing hotel clients love the positive impact our mystery shops have had on employee engagement, service, and customer satisfaction. International Restaurant & Hospitality Consulting Group mystery shops offer unparalleled value because we utilize a proprietary behavior-based survey format that allows our clients to see exactly what went right and what went wrong at the moment of truth when guests come into contact with hotel personnel.

Our surveys are tailored to address each client’s unique standards and transcend the typical Likert scale format. International Restaurant & Hospitality Consulting Group’s customized methodology provides a comprehensive report with an extensive story-like narrative that details every aspect of the shopper’s visit, from making the initial reservation over the phone through check-in and check-out.

International Restaurant & Hospitality Consulting Group mystery shops are designed to replicate realistic situations and obstacles faced by normal guests every day. For example, instructing shoppers to pose a problem or make a request to a staff member and capturing how the employee responds is a valuable way to gain detailed insight into how guests are treated. Shops can also include evaluations of food and service at an on-site restaurant and/or require a room service component.

It is critical to realize that a great opportunity exists to be seen by customers as different – and better – than the competition by focusing on customer service and the overall guest experience.

When aligned properly with other measurement and management tools, mystery shopping results can reliably predict customer satisfaction and future revenue. A mystery shopping program managed by International Restaurant & Hospitality Consulting Group will help your hotel focus and improve on the specific behaviors that will create customer delight and positively impact occupancy rates and profitability.

The International Restaurant & Hospitality Consulting Group Advantage – Lodging & Hotel Mystery Shopping

As one of the nation’s first mystery shopping companies, International Restaurant & Hospitality Consulting Group made significant contributions to legitimizing mystery shopping as a powerful research tool, and we pride ourselves on continually leading and changing the landscape of the mystery shopping industry. We understand operations, technology, and research, and we know what it takes to manage a phenomenally successful mystery shopping program:

  • Vast geographical coverage. We have mystery shoppers near the hotels you want to be shopped. International Restaurant & Hospitality Consulting Group conducts tens of thousands of shops each month with shoppers in over 1,000 cities in the United States and Canada.

Top-quality with a 100% completion rate. Many hotel mystery shopping companies claim a completion rate of 100%, but at International Restaurant & Hospitality Consulting Group, we never break our promises. Our promised completion rate is 100% — no exceptions, no excuses. On top of that, the quality and accuracy of our shop results are the best in the industry.