Telephone Mystery Shopping
KTN’s hotel telephone mystery shopping is available as a stand-alone service or packaged as a customized training solution along with traditional, on-site training, private, live webcam training, and one-on-one coaching. Services include hotel sales shop calls, hotel reservations mystery shop calls, hotel front desk shop calls, and hotel sales shops done by email or other digital formats. For clients who have any cloud-based call recording systems in place, KTN also offers remote call scoring assessments of real calls.
Telephone Mystery Shopping
KTN’s Model For Hotel Reservations and Sales Shop Calls Was Built To Overcome Challenges Inherent In Telephone Mystery Shopping
- To avoid voice recognition, a diverse mix of hotel sales, front desk, or hotel reservations sales mystery shopping callers are used on a rotating basis.
- Each client’s designated Training Coach is responsible for scoring their specific hotel mystery shop call reports, thus ensuring accuracy.
- With KTN’s “Targeted” format, each targeted sales, reservations, or front desk colleague is mystery shopped the designated number of times.
Remote Call Scoring Assessment – Uses Recordings Of Real Calls
- For clients who have cloud-based call recording tools such as TrackPulse, Ring Central, or others, KTN offers remote call scoring assessment services. Rather than “staging” hotel mystery shop calls, your designed KTN Training Coach logs in remotely and downloads calls to score. From there, the reports are sent out in the same process as traditional hotel reservations and sales mystery shopping in that calls are scored according to your customized criteria and then emailed to your designated distribution list.
Training Tips, Including A Personalized Video Training Message Of The Month
- Rather than just reporting on what staff did or did not do, KTN’s hotel shop call reports include coaching tips specific to each call, offering suggestions and examples.
- Also included with reservations and front desk mystery shop call programs is a personalized video training message of the month, addressing your team directly. The messages include suggestions for improving any needs areas identified and personal commendations for those who did well. Here is a sample: PLAY VIDEO
Hotel mystery shopping and remote call scoring are available either as a separate, stand-alone service or can be packaged with any of our hotel sales and reservations sales training programs.
Customized Call Scoring Criteria
- Rather than having a “one size fits all” approach, KTN works personally to customize the hotel mystery shop call scoring criteria for each new client. If desired, your current criteria can be used “as is.” Alternatively, clients can use KTN’s “baseline criteria” for each department, which can be adjusted, meaning adding, deleting, or editing any definitions.
Convenient “Push” Delivery Email System Links To Checklists And Audio Recordings
- As soon as each client’s designated KTN Training Coach scores a hotel reservation or sales mystery shop call, results are sent via an email including a link to view the checklist, the coaching tips, and to play the audio recording.
Detailed Trend Reports Including “By Agent Trends”
- As soon as the last hotel shop call has been scored for the month, detailed Monthly Summary Reports are pushed out to the designated distribution list.
- Departmental managers can identify any training needs as indicated on the “YTD Results By Criteria” report and retrain the team as needed.
- KTN also includes a “Trend Report” for each agent showing their results “By Criteria”, so that individuals can be coached by their manager on specific needs areas.
Dual Scoring Model For “Quality” and “Technical” Performance (Optional For Reservations and Front Desk Shop Calls)
- If you have used hotel reservations or front desk “secret shopper” services in the past, you might have encountered a high-scoring shop that – when you listened to the recording – did not sound so good. That’s why KTN offers the option of having your Training Coach also assign a separate letter grade for “Quality,” reflecting authenticity, personalization, and enthusiasm. (Note that the “Quality” score is optional for clients who prefer a more traditional approach to sales or reservations at mystery shops.)
Additional Details Regarding Hotel Sales Mystery Shop Calls
- Traditional “voice” hotel shop calls are available for hotel sales and catering sales. However, since these days most leads for these departments originate via electronic sources, KTN also offers mystery shopping via email and via platforms such as CVENT.
- To avoid detection, KTN rotates through a diverse list of email addresses, some of which are tied to domains and even websites from both fictitious and real-world planners.
- KTN also rotates “call back” phone numbers to avoid detection.
- Group/function profiles are created in collaboration with the client in order to match the demographics of each hotel or resort’s market segment.
