Service quality control and mystery shopping
G&B Travel and Hospitality was commissioned to develop, together with the client, the brand strategy and key differentiating processes and services and support the systemwide implementation. In collaboration with the headquarter of the global luxury brand, G&B Travel and Hospitality implemented a service quality control framework and carried out over 500 mystery shopping tests globally. The results were captured in an app and did not only focus on the defined hard facts like waiting times and cleanliness of the properties, but additionally focused on guest experience and how exceptional situations were handled. The tests identified training needs, improved service quality consistency & helped increasing guest loyalty.