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Mystery Guest Programme
The overnight Mystery Guest programme is a tailor-made assessment of your establishment by an AA Hotel Inspector, using a unique product called AA Hotel Dashboard.
Your tailor-made AA Hotel Dashboard programme?
The AA Hotel Dashboard is a bespoke programme used by the inspector to assess your establishment against a set criteria. Specifically designed to ensure the inspector can maximise their experience of a hotel visit.
Programme Features
You decide which operational areas of your business are assessed
Choose from up to 70 questions per area of assessment
Questions and feedback can be geared to the establishment’s specific requirements/operational standards
Photography to highlight good or poor standards
Digital voice recordings of customer bookings
VISIT 1No
Ques
RESERVATION
ARRIVAL
BEDROOMS
BATHROOMS
BAR SERVICE
RESTAURANT DINNER
DINNER FOOD
SPA AND TREATMENTS
ROOM SERVICE
BREAKFAST SERVICE
BREAKFAST FOOD
CHECKOUT
UNIFORM
JI GLOBAL STANDARDS
OTHER AREAS
AVERAGE
VISIT 2 VISIT 3 VISIT 4 VISIT 5 VISIT 6 VISIT 7 VISIT 8 AV TL
1 2 3 4 5 6 7 8
MOST CONSISTENT AREA
LEAST CONSISTENT AREA
HIGHEST SCORE OF SINGLE VISIT
LOWEST SCORE OF SINGLE VISIT
HIGHEST OVERALL VISIT SCORE
LOWEST OVERALL VISIT SCORE
BEST OVERALL PERFORMING AREA
WEAKEST OVERALL PERFORMING AREA
67%0%29
31
39
17
44
42
5
43
28
17
44
36
24
21
15
78% 55% 55% 66% 87% 66%
44%0% 65% 67% 55% 74% 87% 90%
67%0% 78% 55% 65% 66% 87% 70%
34%0% 56% 67% 56% 87% 90% 87%
67%0% 78% 55% 55% 66% 87% 66%
67%0% 78% 55% 55% 66% 87% 66%
54%
99%
0%
90%
0%
BAR SERVICE
RESERVATION
SPA AND TREATMENTS
DINNER FOOD
NO DATA 67% 67% 55% 66% 87% 66%
67%0% 78% 55% 55% 66% 99% 66%
67%0% 78% 55% 55% 66% 87% 66%
67%0% 78% 55% 55% 66% 87% 66%
45%0% 78% 55% 52% 76% 87% 66%
64%0% 78% 58% 59% 68% 75% 80%
67%0% 78% 55% 55% 66% 87% 66%
55%0% 67% 87% 87% 84% 87% 65%
67%0% 78% 55% 55% 66% 87% 66%
59%
60%
74%
74%
77%
75%
74%
77%
75%
68%
68%
75%
66%
63%
61%
69%0% 75% 57% 78% 80% 90% 89%
Areas Available For Assessment
• Arrival• Bar & Lounge Service• Bathrooms• Bedrooms• Breakfast Food• Breakfast Service
• Business Centre• Butler/Valet• Checkout• Conference Delegate• Dinner Food• Engineering
• External Areas• Golf• Guest Relations• Public Areas• Reservation• Rest Dinner Service
• Room Service• Spa & Leisure• Switchboard• Treatments
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Terms & Conditions: *Prices exclude VAT. Standard rate includes an assessment of any 14 operational areas. Each additional area of assessment from £75. Single mid week visit carried out by an AA Hotel Inspector. Digital voice booking recordings are included within the standard package, as are photography, where appropriate. Additional charges may apply for couples, families and weekend visits.
Who will be carrying out the visit?The Mystery Guest programme will be undertaken by one of the AA’s experienced and professional inspectorate team.
Booking OptionsStandard Mystery Guest Programme*
From £700
To book call 01256 844455 or [email protected]
Why book a Mystery Guest visit?
• Carried out by experienced andprofessional AA Hotel Inspectors
• Identify detailed and unbiasedviews on all aspects of the hotelstay
• Tangible results - benchmark yourestablishment’s performanceagainst the hotel group, or trackby regional and national results
• Recognise and deliver improvedlevels of excellence and serviceto your customers
• Easy-to-use feedback reportto help you identify trainingand operational goals
Programme Overview
Book one or more Mystery Guest visits, in addition to your annual visit
Choose your 14 areas of assessment
Select the questions or add the questions that are important to you, for each area of assessment
Add an importance weighting to place additional focus on key assessment areas
We tailor the Dashboard to your needs, conduct the Mystery Guest audit and produce detailed reports
Feedback findings to the business and identify improvements Use or adapt the report for
future monitoring and development
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