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The North America Hotel Guest Satisfaction Index Study, conducted by JD Power found that the proportion of Scrutinizers—those who thoroughly research their hotel choices through online travel review sites and other sources—has increased. Notably, the Scrutinizer group has the largest number of highly committed guests to a hotel brand.

Tance offers international Hospitality Mystery Guest services to the all types of hotels, motels, boutiques and resort properties. Our Mystery Guests are trained to objectively measure crucial aspects of the guest experience that can positively impact guest satisfaction, loyalty, occupancy rates, and profitability.

Whether you are a large resort, small bed & breakfast, independent concept, branded or chain hotel, or somewhere in between, Tance’s Mystery Guests Services can help you ensure accountability. Our founder has worked in the hospitality industry since 1993. Additionally, Tance Global services takes it one step further, we not only evaluate the guest experience, but also analyze the effectiveness of the back of the house operations from its personnel to the space itself. The aspects of back of the house we measure include but are not limited to: personnel’s efficiency, skill, compliance, and communication, the number of staff, and the back of the house safety, organization, machinery, technology, and cleanliness, etc.

Tance’s Mystery Guest Services include:

  • Utilize a confidential proprietary behaviors-based survey
  • Create a comprehensive report with extensive narrative that details every aspect of the Guest visit, from making the initial reservation over the phone through check-in and check-out. This allows our clients to see exactly when something went right and wrong.
  • Implement a fast and headache-free program set-up; Tance handles it all
  • Customize measurements that fit your brand’s parameters
  • Produce timely turnaround
  • Apply Industry Benchmarking that is easy to use and helps to set you apart from your competition
  • Employ simple yet powerful Action Plans that gets accountability and results
  • Provide additional Mystery Shopper services for on-site food, beverage, and retail facilities, and room service components.

Do you already have a brand quality assurance program? No problem. Tance can provide your brand with expertly focused Mystery Guest programs that are designed to complement your existing quality assurance program. Whether you want a reinspection or simply a Mystery Guest to gain more insight into your service quality, Tance can help. Call Tance now for a free consultation.

Tance’s Mystery Guest Services enable our Hospitality Clients to:

  • Understand exactly what guest satisfaction behaviors look and sound like
  • Align company-wide focus on improving the guests’ experiences, resulting in higher return rates
  • Track and trend guest behaviors to generate actionable data
  • Customize programs to evaluate a variety of different Guest touch points, staffed positions, and scenarios
  • Gain valuable, detailed insight into the Guest experience through extensive narrative from our highly trained staff
  • Discover if Guests are receiving consistently superior customer service at every location and/or Guest touch points
  • Identify gaps in training needs
  • Ensure compliance with brand standards
  • Have insight into which employees stand out and which may stand short of excellence And much, much more…

No matter what your objectives, Tance will partner with you to develop a program that will provide actionable results using state-of-the-art technologies and proven Mystery Guest methodologies.