Marriott Shop Calls
Marriott is a leading brand in the hospitality industry, with its recent status of being the #1 hotel chain. In order to maintain such a high level of service and product quality, they have implemented strict standards that all employees must follow when dealing with customers, from housekeepers to managers. One way that they monitor customer satisfaction levels is through mystery shop calls. Marriott shop calls are a great option to keep your employees on their toes and ready for an audit!
Mystery shop calls are one way Marriott ensures its standards are being met. Every so often, without warning, an anonymous person will call a Marriott hotel and ask certain questions or make comments about an aspect or feature of the property they’re staying at. The employee on duty has limited time to resolve any issues this guest may have or to answer any questions they may have. This is a way for Marriott to determine the level of service being met by its employees and if there are employees that need to be coached. These calls and visits are very important to Marriott. Failing one of these quality assurance audits can result in fines and possibly losing the right to carry the Marriott flag.
How to prepare for the Marriott Quality Assurance Audit?
At Hotel QA, we provide custom surveys to help prepare for any upcoming audit. We can work together with your management team and create a detailed script to measure how your hotel staff performs when we do a Marriott Shop Call.
Here is an example of some of the things we will judge on the call:
- Was the Call answered within 3 rings
- Was the person who answered friendly and welcoming on the phone?
- Did the person on the phone deliver the brand standard greeting?
- Once learned, was the caller addressed by their name?
- Is the front desk knowledgeable about the hotel and local area?
- The call is ended with a positive greeting and thanks to the caller.
The importance of Customer Service for Marriott
Every person in the Marriott organization has a role when it comes to delivering an excellent experience when guests come into their hotels, from housekeeping staff who clean guest room bathrooms daily to concierge working behind the front desk and managers who oversee and ensure standards and policies are followed in each department. Quality assurance works with all departments in order to make improvements where needed, including mystery shop calls. By making this strategy public knowledge it is clear to Marriott employees that their managers take guest satisfaction seriously and if standards are not met they will be coached or revised as needed.
The best way for Marriott to ensure it meets the standards of its guests is through mystery shop calls, as this provides an objective rating on each hotel by those who have no ties with Marriott and gives the hotels a rating without Marriott having biased opinions. It also helps correct any mistakes or oversights before they become an issue and harmful to the brand reputation. Seeing as how it’s easy for employees and managers to view these ratings online, there is added incentive for them to adhere strictly to policies and deliver outstanding service so they don’t receive negative reviews online. Mystery shop calls also provide Marriott with information on what they need to improve upon and by how much so they can deliver the best service possible.
The Marriott Difference
When a guest goes into a specific Marriott, they should know what to expect from start to finish in every department. Mystery shop calls allows for these standards to be assessed and corrected, making it easier for guests to have a great experience when coming into any Marriott location. It also helps make sure all employees are knowledgeable on company policies and procedures, including housekeeping staff whom benefit greatly from this type of quality assurance. This method is beneficial to both parties as guests won’t have issues or concerns with certain departments when staying at a Marriott, and Marriott will have a larger guest base as guests will know they’ll receive good service.
Hotel QA Shop Calls
Are you interested in preparing for your Marriott Quality Assurance Audit? Let us help! We can provide a custom plan for each hotel. We offer discounts for Hotel Management Companies with multiple hotels. We work with both Chain and Independent Hotels to ensure high quality service for your guests. Contact us today for your free quote. You can also call 206-497-0025 for more information.
