Hotel mystery audits in Hong Kong

Hong Kong combines high room rates, tall buildings and guests from around the world. Service has to be efficient and personal at once, and in a vertical hotel a single slow lift or delayed request can shape a guest’s whole view of the stay.

Many hotels here belong to international groups, and each group has its own standards. A mystery audit tests those standards on an ordinary day, in the language and style of your typical guest.

It also shows how well different departments work together, from the front desk and concierge to housekeeping, the club lounge and the restaurants.

Every audit is built around your own brand standards. An inspector with a hospitality background stays unannounced as an ordinary guest, usually for two nights, after your reservation calls and emails have been tested. Each standard is scored met, not met or not applicable, with critical standards marked.

After the audit we hold a debrief with your management team. Outstanding employees are named Star Employees and receive a GDI certificate, and every finding becomes an action plan in our software, which your teams assign, track and close. We match the inspector to your typical guest profile and market, and our inspectors are of 38 nationalities and speak 37 languages.

Hong Kong audits can be combined with brand standards and SOP development, back-of-house assessments and training. Read more about hotel mystery audits or our global reach.