Mystery Shopper Program & Evaluation

Mystery Shopper Program & Evaluation

See Your Business Through the Guest’s Eyes

Every detail matters in hospitality — from a warm greeting at check-in to the way a server presents a dish. But as an owner or manager, it can be hard to see your operation the way guests do. That’s where a Mystery Shopper Program becomes invaluable.

At Codecraft Advisory, we design and implement custom mystery shopper evaluations that reveal real, unbiased insights about your hotel or restaurant, helping you enhance service quality and operational excellence.

Why Mystery Shopper Programs Matter

Mystery shopping isn’t about “catching” staff doing something wrong — it’s about discovering opportunities to elevate guest experiences and drive profitability.

Key benefits include:

  • Authentic Guest Perspective: Experience your service exactly as guests do, from booking to checkout or dining experience.
  • Quality & Consistency: Identify gaps between service standards and day-to-day execution.
  • Staff Development: Use evaluations as positive training tools to recognize strengths and improve weak points.
  • Revenue Optimization: Spot missed opportunities for upselling, cross-selling, and guest engagement.
  • Brand Reputation: Consistently exceptional service strengthens loyalty and boosts reviews.

How It Helps Hotels & Restaurants Grow

Whether you’re running a small boutique inn, a large-scale hotel, or a restaurant group, mystery shopping supports growth by:

  • Improving guest satisfaction scores and online reviews.
  • Driving repeat business and referrals through consistent, memorable experiences.
  • Uncovering inefficiencies or hidden service challenges that affect profitability.
  • Providing clear, data-driven feedback for ongoing training and process improvements.

Our Approach at Codecraft Advisory

We tailor every Mystery Shopper Program to your property’s size, market, and goals. Our process includes:

  1. Consultation & Goal Setting
    • Understand your objectives (e.g., service consistency, upselling, brand alignment).
  2. Scenario Design
    • Create realistic guest journeys — such as dining as a couple, checking in as a solo traveler, or experiencing an entire weekend stay.
  3. Evaluation Criteria
    • Define clear standards covering reservations, check-in, dining, housekeeping, staff attentiveness, problem-solving, and farewell.
  4. Field Visits
    • Trained professionals act as guests, documenting every step of the experience.
  5. Comprehensive Reporting
    • Receive detailed reports with scores, written feedback, and actionable recommendations.
  6. Follow-Up Support
    • Workshops or coaching sessions to help managers implement improvements.

Why Choose Codecraft Advisory

  • Tailored Programs: We design evaluations that match your brand standards and operational goals.
  • Discreet & Professional Shoppers: Our evaluators are trained hospitality professionals, not casual visitors.
  • Actionable Insights: We don’t just point out gaps — we provide clear solutions and support for lasting improvement.

Create Service Excellence That Guests Remember

A well-executed Mystery Shopper Program isn’t just about identifying problems — it’s about creating a culture of continuous improvement and delighting every guest who walks through your doors.

Ready to uncover the hidden opportunities in your service?
Let Codecraft Advisory design a customized mystery shopper evaluation that elevates your hospitality business to new heights.