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Publication
Implementation of mystery shopping in hotel management: practical overview in F&B
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Advisor(s)
Abstract(s)
The dynamic of the present ever-changing market makes service quality management increasingly demanding, compelling organizations to monitor constantly the rapid changes that are often unexpected. It is in this context that quality management value becomes essential for organizations. Mystery Shopping has become an accepted method of performance measurement in many industries.
Therefore, the goal of this research is to present the development and implementation of mystery shopping tool carried out by a Portuguese hotel chain with the final purpose of analyzing its efficiency. This paper shows the methodology towards the construction of the questionnaires that analyze the compliance with the standards, and also describes the technical training throughout the project to which the employees of the Food and Beverage (F&B) department were submitted as well as a comprehensive mystery shopper training program to ensure consistency of quality in the assessment process. After collecting the information of the mystery shopper audits, the information is processed and presented as reports containing the interpretation of the results. The results indicate that an ongoing process of mystery shopping visits can contribute for a short-term improvement in quality service results.
This study contributes to the Mystery Shopping research stream by empirically testing if the tool effectively produces an improvement in compliance with the standards in a practical context. Further, this study proposes future research directions.
Description
Keywords
Quality management Mystery shopper Standards Service
Pedagogical Context
Citation
Dinis, J. & Elias-Almeida, A. (2017, November 29-30). Implementation of mystery shopping in hotel management: practical overview in F&B [Paper presentation]. International Tourism Congress (ITC'17), 9th, Peniche, Portugal
Publisher
Politécnico de Leiria