Hospitality Mystery Shopping Services

Mystery Shoppers
in Hospitality

Improve Your Customer Experience

As hotels and restaurants find themselves facing more competition than ever in the digital age, it’s never been more important to use a service such as a mystery hospitality audit in Australia.

This “mystery shopper” service can give you valuable information about how your staff is doing and how satisfied your customers are with the services that you provide.

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Benefits of Mystery Café Customer

Using a hotel, bar, or restaurant audit service in Australia is a critical way to find out how your staff is interacting with your guests and how your guests respond to your brand.

  1. Enhance your customer experience. Mystery customers give you an inside view of your hotel or restaurant from a customer’s perspective. They’ll report back to you on the cleanliness of your rooms, the customer service they receive, and all your key performance indicators to highlight opportunities for improvement for you.
  2. Improve your competitive advantage. Today’s competitive market requires successful businesses to set themselves apart and develop lasting customer relationships. A mystery customer or hospitality customer service survey in Australia can teach you how to leverage your strengths and weaknesses to position your business for maximum success strategically.
  3. Support your employees. Your team works tirelessly to keep your guests happy. They deserve to be recognised and rewarded for exceptional work and to be supported to continue to perform at their best. Mystery shoppers give you the chance to analyse their performance and identify the areas in which they need support to strengthen the quality of their customer care.

Key Questions to Ask Mystery Management

If you’re considering hiring a mystery shopper, you’re making a smart move for your business. Mystery shopping works – as long as you use the right provider. Here are a few questions to ask before signing up.

  • Do you have experience working in my industry? Mystery shopping programs tend to break down into segments such as retail, foodservice, healthcare, and hospitality. Make sure that the company with which you work has excellent knowledge of your industry.
  • Who are your evaluators? A reliable, reputable mystery shopping service will know their shoppers in person, not just online. They should meet these individuals face-to-face for training, and there should be screening measures in place to ensure that your mystery guest is experienced and professional.
  • Will you re-refer the same shopper to my location? If a mystery shopper is recognised, it negates the entire point of mystery shopping. Make sure that the same person will not return to your business week after week. A three-month waiting period before the same person returns is a good rule of thumb.
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About Mystery Management

At Mystery Management, we believe that “it’s not what your regulars say; it’s what your customers think.”

That’s why we send undercover appraisers to businesses like yours for incognito interactions with your workers to report back to you about the quality of the service they receive. We have consultants in all major cities, including Brisbane, Melbourne, Sydney, Adelaide, Perth, Hobart, and Darwin. We’d love to help you assess your staff and operations and optimise your business for success.

Louise Heffernan
Owner and Director

25+ years of experience with a demonstrated history of working in the Hospitality industry. Skilled in Management, Gaming, Food & Beverage, Business Planning, and Coaching.

Tahnee Roden
National Operations Manage

First in command, Senior Mystery Shopper(hence the hidden identity), and a management specialist, Tahnee efficiently handles the day-to-day operations of the business, which includes managing, and scheduling our shoppers & face-to-face interaction with our clients. 

Bhavik Hingu
IT Manager/Development

Bhavik is the brains behind our software, from inception he has efficiently handled the day to day software and development which is the heartbeat of our business, this includes the management and development of new technology. 

Mystery Shoppers

We utilise more than 8000+ Mystery Shoppers spread across australia.

Brands we work with

You’re in good company!

“Mystery Management has helped us deliver a Mystery Shopping Program that delivers tangible feedback on our performance for every aspect of the customers’ journey. With a motto of “anything you want, we can make happen”, they’ve been an absolute pleasure to work with”

Sarah Young / Transit Systems

“Sydney Ferries operator, TransDev, has been working with Mystery Management since 2016. The professionalism, flexibility and data robustness Mystery Management has demonstrated and provided to our organisation is second to none. ”

Anne-Laure Saluden / TransDev

“Mystery Management has played a major part in the Thomas Hotels customer service success, the program has helped the Management create a culture of accountability among our frontline staff and has focused our manager’s responsibility for each area of their Hotel.”

Chris Thomas / Thomas Hotels

“Mystery Management have become acritical part of the way we deliver service. The reports they deliver are easy to digest and Lou and the team are great to work with. Highly recommended.”

Hamish Watts & Ben Carroll / AppleJack Hospitality

“Mystery Management has provided valuable feedback for our business. We have been able to evaluate our current systems, improve our internal procedures and develop new programs for our security officers and clients.”

Martine Masseh / Urban Protection Group

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We are proud to have meaningful, ongoing relationships with the businesses we work with

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