Mystery Visits are one of the specialist services that Mike Baron provides for businesses in the Tourism, Hospitality and Leisure sector.
Often managers are so close to the business that they are unable to "see what the guest sees".
Mike Baron can organise a programme of structured mystery visits that will give you a report on the visitor's experience of your tourist attraction, leisure complex, hotel or Holiday Park.
These reports do not only highlight anything wrong, but also tell you what is right!
Mystery Visitor Reports can include:
- Telephone response to enquiries
- Initial impressions
- Observations of staff and cash transactions
- Observations of other customers' behaviour
- Reports on queues and waiting times
- Tests of staff product knowledge
- Cleanliness and presentation standards
- Security issues
- Health and Safety issues
- Recommendations
What Clients say:
“Mike is a professional in every sense of the word. He is focused, realistic and researches his subject in depth. In all my dealings with Mike he has always responded to questions clearly and efficiently and presented his opinions in a way that demonstrates a keen analytical brain. A pleasure to work with.”
Geoff Bryan, Principal , Geoff Bryan-Property Consultant
“I worked with Mike on a hospitality project and consider him to be a highly-skilled profit orientated manager; he has several decades of leisure and hospitality experience and a very logical, strategic approach to business issues. He has a clear, objective approach with HR matters and shows great clarity with marketing and sales focuses.”
Tony Nares, Finance Director , Focus Hotels Management Limited
Case Study
Mike Baron was retained by a Caravan Park group to mystery visit one of their sites. He noted a number of health and safety issues that had not been noticed by the local management.