Doug Kennedy | July 23, 2019
By Doug Kennedy For decades, hotel management companies and brands have relied on telephone mystery shopping as a primary tool to measure the sales effectiveness of sales and catering sales colleagues. Here’s what to do instead. For decades, hotel management companies have contracted with outside mystery shopping firms to place telephone inquiry calls posing as prospects for groups, events, and corporate accounts, then report back the results. This is typically done once per quarter, and the results are then used as one of the primary benchmark “KPI’s” to evaluate sales colleagues. Many companies even factor performance on myst...
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