#LQAReceptionChecks

[eauditor-audits-inspections]

Hotel Monthly Competitor Mystery Shop Call Checklist: Groups & Meeting Packages

Hotel Monthly Competitor Mystery Shop Call Checklist: Groups & Meeting Packages In the fast-paced world of hospitality, staying competitive means more than delivering exceptional service—it means understanding what your competition offers by utilizing Mystery Shop Call and how they communicate it. For Fairmont Singapore, a strategic monthly competitor mystery shop via phone helps gather critical insights into group rates, meeting packages, and service delivery standards across the compset. Using eAuditor Audits & Inspections, your team can consistently collect, analyze, and act on this data with clarity and confidence.    Why It Matters Event planners, corporate clients, and wedding coordinators compare multiple properties before making decisions. A clear picture of how Fairmont compares on pricing, inclusions, and sales delivery provides an edge. One sales executive shared, "After using mystery shop insights, I adjusted my pitch to focus on flexibility and tech readiness—two things our competitors often overlooked." Checklist Categories & Sample Questions Use the eAuditor platform to structure each call around these core categories: 1. Initial Interaction - Was the greeting warm and professional? - Was the call answered by the correct department (Events/Sales)? - Did the team respond on the first call or require a callback? Example: In April, a competitor hotel failed to return a call within 48 hours. Fairmont used this finding to highlight our response time guarantee. 2. Meeting Package Details - Is breakfast included in the room rate? - Are morning and afternoon coffee breaks included? - What kind of lunch is offered (buffet/plated)? - Are writing materials, Wi-Fi, and AV included? - Is there on-site support staff? Human Moment: One agent casually mentioned, "We try to be flexible if your guests have dietary needs." This small gesture communicated care. 3. Group Booking Policies - Are discounts offered for group bookings? - What is the complimentary room ratio? - Is there a minimum room commitment? - Is venue rental included or extra? - Any minimum spend or food & beverage guarantee? 4. Sales Experience & Confidence - Was the salesperson knowledgeable and friendly? - Did they describe the meeting space clearly and confidently? - Any notable gaps or missed opportunities? - Did they mention any promotions, perks, or custom options? - Did they present unique selling points? Real Example: A May mystery call revealed the competitor did not mention AV or tech support, despite being asked. Fairmont used this to promote its in-house AV concierge in future pitches. 5. Comparison & Strategic Insights - What were their strengths? - What were their weaknesses? - How does this compare to Fairmont's offerings? - What missed opportunities did the salesperson have? - What actions should Fairmont take? Using eAuditor to Execute & Report With eAuditor, Fairmont's team can: - Standardize call checklists across all mystery shoppers - Attach audio notes or summary transcripts - Generate monthly summary reports with trends and red flags - Share actionable insights with Sales & Marketing You can customize every question, add scoring, and even automate follow-ups. One team member noted, "Having a central dashboard made it easy to present findings during our monthly sales huddle—no one had to scramble to collect feedback." Conclusion Mystery shop calls aren't just about catching flaws—they're about seeing through the client's eyes. When Fairmont Singapore consistently benchmarks against the compset using eAuditor, it gains a competitive advantage rooted in real-world insights. The process fuels smarter selling, sharper positioning, and better meetings. Let your data tell the story—and let Fairmont lead the market. Read the full article

[eauditor-audits-inspections]

Monthly Mystery Shopper Call Checklist for Competitor Hotels

Monthly Mystery Shopper Call Checklist for Competitor Hotels Monthly Mystery Shopper Call Checklist Tailored for Fairmont Hotels Using eAuditor Audits & Inspections Introduction: Listening to the Competition, One Call at a Time Staying competitive in the luxury hospitality market means more than just offering exceptional service. It also means knowing exactly how your competitors speak to guests—what they offer, how they upsell, and what kind of tone they set. That’s why many Fairmont teams now use monthly mystery shopper calls as a simple, low-cost, high-value tool. With eAuditor Audits & Inspections, you can track and standardize these calls for consistent, actionable insight across locations. This guide walks you through creating and using a Monthly Mystery Shopper Call Checklist specifically for Fairmont Hotels using eAuditor. We’ll share best practices, real-world examples, and even a few behind-the-scenes anecdotes from hotels already using this method.  Why Use Mystery Shopper Calls? You don’t need a full-time spy—just one good call a month. Here's what you’ll learn from a well-executed mystery call: Pricing and promotion strategies Reservation agent service quality Loyalty program highlights Upsell techniques How they respond under pressure (think: “I need a room tonight”) In one instance, a Fairmont sales leader discovered a competitor was offering free parking as part of an unpublished local package—something they wouldn’t have found on the website. That small intel led to a pilot promotion that increased weekend bookings by 12%. Setting Up the Process in eAuditor Start by creating a Monthly mystery shopper call checklist in eAuditor titled:"Competitor Hotel Mystery Call - " Assign the audit to your sales or front office manager. Schedule a due date (e.g., last Friday of every month). Make the checklist mobile-friendly and standard across your properties, so regional teams can compare data side by side. The Monthly Checklist Breakdown Below is a detailed breakdown of the call checklist you should include in eAuditor: 🏨 1. Call Details Date of Call Time of Call Competitor Hotel Name Phone Number Dialed Name of Agent (if provided) Was the call answered within 3 rings? Did the agent use a professional greeting? Did they mention the hotel name in the greeting? Case in Point: A Fairmont team in Toronto noticed one competitor opened every call with, “It’s a great day at The Monarch Hotel!” It left a warm impression—so they tested a similar phrase in their own calls and saw guest feedback scores nudge up. 🛏️ 2. Room Inquiry Room type requested Stay dates requested Was availability confirmed? Was the nightly rate clearly provided? Did they offer suite upgrades or packages? Did they mention loyalty perks or discounts? Human Moment: A mystery shopper once asked, “Do you have a quiet room for someone who’s recovering from surgery?” The competitor agent not only suggested the most peaceful wing but also mentioned blackout curtains and white noise machines. That kind of empathy leaves a mark—and sets a bar. 🛎️ 3. Service Quality Friendliness (1–5) Clarity and confidence (1–5) Product knowledge (1–5) Did they sound rushed or distracted? Did they listen and ask helpful follow-up questions? Tip: In eAuditor, use a dropdown for scores and a comment box for qualitative notes. These are gold for coaching sessions. 💵 4. Pricing & Payment Info Rate per night (before tax) Was the full cost including taxes disclosed? Was a deposit or credit card required? Was the cancellation policy explained clearly? You might also record: Any mention of fees (resort fee, parking, pets) Pro Insight: One Fairmont team discovered their competitor waived the resort fee when asked politely—something they decided to quietly match for loyalty members. 📞 5. Booking Process Did the agent offer to book the room? Was the process easy to understand? Did they try to close the sale? Did they ask for contact details? 🔍 6. Competitive Intel Any standout promotions mentioned? Did they highlight any hotel amenities or features? Any service gaps you noticed? Overall, how did their service compare to Fairmont? This section is where the hidden gems show up. One team uncovered that a boutique rival offered a local partnership package with a nearby spa—an idea they quickly adapted for staycations. Putting It All Together At the end of each month, export your eAuditor results into a dashboard report. Discuss findings in your revenue or operations meetings. You don’t need to act on everything, but look for themes. Ask questions like: Are they consistently better at upselling? Do they lead the call or wait for guests to drive it? What soft skills stood out? Bonus Step: Use tags in eAuditor like "Upsell Strategy", "Service Gap", or "Rate Flexibility" to sort data over time. Final Thought: Keep It Real Monthly mystery shopper call checklists aren’t about catching someone doing something wrong. They’re about sharpening your edge and delivering a better guest experience—by understanding what others do well (and not so well). As one Fairmont GM put it:“Our best ideas didn’t always come from inside our four walls. Sometimes they came from hearing how our competitors answered the phone.” Read the full article