Monthly Mystery Shopper Call Checklist for Competitor Hotels
Monthly Mystery Shopper Call Checklist for Competitor Hotels Monthly Mystery Shopper Call Checklist Tailored for Fairmont Hotels Using eAuditor Audits & Inspections Introduction: Listening to the Competition, One Call at a Time Staying competitive in the luxury hospitality market means more than just offering exceptional service. It also means knowing exactly how your competitors speak to guests—what they offer, how they upsell, and what kind of tone they set. That’s why many Fairmont teams now use monthly mystery shopper calls as a simple, low-cost, high-value tool. With eAuditor Audits & Inspections, you can track and standardize these calls for consistent, actionable insight across locations. This guide walks you through creating and using a Monthly Mystery Shopper Call Checklist specifically for Fairmont Hotels using eAuditor. We’ll share best practices, real-world examples, and even a few behind-the-scenes anecdotes from hotels already using this method. Why Use Mystery Shopper Calls? You don’t need a full-time spy—just one good call a month. Here's what you’ll learn from a well-executed mystery call: Pricing and promotion strategies Reservation agent service quality Loyalty program highlights Upsell techniques How they respond under pressure (think: “I need a room tonight”) In one instance, a Fairmont sales leader discovered a competitor was offering free parking as part of an unpublished local package—something they wouldn’t have found on the website. That small intel led to a pilot promotion that increased weekend bookings by 12%. Setting Up the Process in eAuditor Start by creating a Monthly mystery shopper call checklist in eAuditor titled:"Competitor Hotel Mystery Call - " Assign the audit to your sales or front office manager. Schedule a due date (e.g., last Friday of every month). Make the checklist mobile-friendly and standard across your properties, so regional teams can compare data side by side. The Monthly Checklist Breakdown Below is a detailed breakdown of the call checklist you should include in eAuditor: 🏨 1. Call Details Date of Call Time of Call Competitor Hotel Name Phone Number Dialed Name of Agent (if provided) Was the call answered within 3 rings? Did the agent use a professional greeting? Did they mention the hotel name in the greeting? Case in Point: A Fairmont team in Toronto noticed one competitor opened every call with, “It’s a great day at The Monarch Hotel!” It left a warm impression—so they tested a similar phrase in their own calls and saw guest feedback scores nudge up. 🛏️ 2. Room Inquiry Room type requested Stay dates requested Was availability confirmed? Was the nightly rate clearly provided? Did they offer suite upgrades or packages? Did they mention loyalty perks or discounts? Human Moment: A mystery shopper once asked, “Do you have a quiet room for someone who’s recovering from surgery?” The competitor agent not only suggested the most peaceful wing but also mentioned blackout curtains and white noise machines. That kind of empathy leaves a mark—and sets a bar. 🛎️ 3. Service Quality Friendliness (1–5) Clarity and confidence (1–5) Product knowledge (1–5) Did they sound rushed or distracted? Did they listen and ask helpful follow-up questions? Tip: In eAuditor, use a dropdown for scores and a comment box for qualitative notes. These are gold for coaching sessions. 💵 4. Pricing & Payment Info Rate per night (before tax) Was the full cost including taxes disclosed? Was a deposit or credit card required? Was the cancellation policy explained clearly? You might also record: Any mention of fees (resort fee, parking, pets) Pro Insight: One Fairmont team discovered their competitor waived the resort fee when asked politely—something they decided to quietly match for loyalty members. 📞 5. Booking Process Did the agent offer to book the room? Was the process easy to understand? Did they try to close the sale? Did they ask for contact details? 🔍 6. Competitive Intel Any standout promotions mentioned? Did they highlight any hotel amenities or features? Any service gaps you noticed? Overall, how did their service compare to Fairmont? This section is where the hidden gems show up. One team uncovered that a boutique rival offered a local partnership package with a nearby spa—an idea they quickly adapted for staycations. Putting It All Together At the end of each month, export your eAuditor results into a dashboard report. Discuss findings in your revenue or operations meetings. You don’t need to act on everything, but look for themes. Ask questions like: Are they consistently better at upselling? Do they lead the call or wait for guests to drive it? What soft skills stood out? Bonus Step: Use tags in eAuditor like "Upsell Strategy", "Service Gap", or "Rate Flexibility" to sort data over time. Final Thought: Keep It Real Monthly mystery shopper call checklists aren’t about catching someone doing something wrong. They’re about sharpening your edge and delivering a better guest experience—by understanding what others do well (and not so well). As one Fairmont GM put it:“Our best ideas didn’t always come from inside our four walls. Sometimes they came from hearing how our competitors answered the phone.” Read the full article
