Mystery Checks

Mystery Checks are an accompanying component in the area of Quality Management and defines anonymous test visits to an organization.

The experts from Walter Junger & Friends, Ltd. have many years of experience in the top international hotel trade. Each tester has operational, administrative and management experience in all areas of the hotel industry including food and beverage, spa and sales.

Individualised check lists are developed for each customer and after each visit the customer receives a detailed report. Apart from the standard evaluation (Yes/No/Not Applicable) there is also the possibility to receive a bonus for exceptional “positive experiences”. This bonus is awarded, for example, for exemplary problem-solving instances or outstanding hospitality of employees. It thus applies exclusively to areas where guests have direct contact with employees. Each contact between the employees and the “Mystery Checker” is described and commented upon in detail. This evaluation method emphasises above all the “human factor” and its importance in the providing of a service.

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