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travellingmysteryguest
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travellingmysteryguest
- Name: Renate
- Surname: Engelbrecht
- Location: Johannesburg, South Africa
- About Me: South Africa is one of the world’s most popular tourist destinations and your establishment and your staff takes part in encouraging local and international tourists to visit the sunny South. There are so many Hospitality and Tourism establishments and facilities in South Africa, making it difficult to have a competitive advantage. Travelling Mystery Guest (TMG) would like to assist you with just that: gaining competitive advantage through quality customer service. As South Africans, we are all aware of numerous complaints with regards to service. TMG also understands that many establishments struggle with this, due to the lack of professional training, too much to do and too little time. TMG will explore your brand promise, visit your establishment, take notes and compile a comprehensive report on your quality of service and the overall experience (customer journey). You will receive full feedback on your establishment and you will gain exposure through multiple social media ports, including our Twitter page (@TravellingMG), our Facebook Page, our blog, Google+ and our Pinterest page. Eventually TMG will also indirectly ensure word-of-mouth marketing for your establishment, which is one of the key marketing tools a business could have. In addition to TMG’s mystery guest visits (customer journey evaluations), we also offer destinations and their employees the opportunity of gaining more knowledge about aspects such as customer service, the changes in customer behavior, communication skills and social media for your establishment in order to increase South Africa’s customer service standards. Workshops are presented at your destination at the best convenient time for you and your employees. TMG will be doing a customized customer journey evaluation on your accommodation and/or dining destination, which will relate to the types of services you provide and the quality thereof in regarding your target market. On payment of the balance, establishments will receive a full report, customized suggestions and qualitative data for measurement purposes on the following: Website and other social media ports – ease of access and provision of required information Communication skills via e-mails, social media, telephone and face-to-face communication Customer service excellence on arrival and departure at your establishment or facility Going the extra mile – exceeding the customer’s expectations instead of only meeting them. Fellow guests might also be questioned on their experience during their stay, should the opportunity arise. USP (Unique Selling Points) – What makes your establishment different from your competition in the area? Ambiance and atmosphere of your establishment or facility Relevance of décor of the establishment or facility Food and other facilities in relevance to the current trends of the industry Ergonomics of the establishment Day-to-day relationships with customers Employee relationships Employees’ abilities to summarise guests’ needs and expectations Efficiency with regards to bookings, payments and other similar procedures What efforts has your establishment been making with regards to environmental and social responsibility.
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