The restaurant industry is highly competitive. As a restaurant owner, one of your biggest concerns should be to improve the quality of your service to your customers. If your customers do not get good value for money, they will switch to your competitor. You want to be head and shoulders above your competitors to get a higher market share and ROI.
We understand that it may be a challenge to find out exactly why your business is not giving you a higher ROI. Relying only on customer feedback and your team feedback may not always give you a clear picture of what is going on and where to improve. That is why, at Sam Hospitality, we have developed our mystery shopper programme, which works for every restaurant business.
We will evaluate your current quality of service and give you a detailed report that will help you make an informed decision and take your business to greater heights.
First, let's look at what a mystery shopper is. A mystery shopper or mystery shopper is a person employed to visit businesses and evaluate the quality of service. They come undercover, the staff members deal with them just like any other customer, not knowing that they are evaluating everything. This enables the mystery shopper to experience every aspect of your value proposition through the customer's eyes.
We work discreetly with you as the restaurant owner to ensure that we get the best results. Managers and staff do not know until after the mystery shopping.
Our restaurant shopper programme covers the following aspects:
Whether you are running a chain of restaurants, or you are running an independent restaurant, we work with you to find the best ways to get to the bottom of what the problem is. We book any of our experienced professionals and they evaluate everything, from the time of making the reservation, to how they were welcomed to the restaurant and ushered to their table, the overall cleanliness of the restaurant, including bathrooms, staff uniform and professionalism, the waitron's product knowledge, upselling skills, food & beverage standards and customer service standards in general.
After our 'mystery shopper' has experienced your property's offerings, we compile detailed reports as well as our recommendations which will help you get to the bottom of the issue and make an informed decision. We report without fear or favour.
Our mystery shopper programme is suitable for all restaurants including:
Whether you are running a group of restaurants, a franchise or you are running your own independent restaurant, this programme will work for you. We deliver our services in all provinces.
Our restaurant myustery shopper programme starts from reservations. We call your restaurant to make a booking. We call your reservations department at different times. We also test how your reservations team handle themselves on the telephone, including professionalism, how they represent your brand, how they handle bookings during the busy or sold out period, etc.
If you have other services, e.g. conferences, wedding, etc. we also test how your reservations team handle those bookings.
Upon arriving at your restaurant, we will evaluate the general look of the entrace and how customers are welcomed. This includes how the host ushers the customers to the tables, how the waitron was introduced, whether the table was clean or not, etc.
We then analyze the waitron serving on the table. This includes how they introduce themselves and welcome the customers, how they are wearing their uniform, name tag, etc. We also check how knowledgeable they are with the menu and drinks. We also check if they are willing to upsell or suggest specials, speciality meals and drinks. We also check how they deal with situations and complaints.
We evaluate how the restaurant/ floor manager handles the service flow. How they check on tables, how they handle complaints, etc
Lack of product knowledge is one of the reasons your restaurant is not making money. If service staff do not have an intimate knowledge of the food and beverages on offer, then it is difficult for them to upsell or offer alternatives. We test if your servers have an intimate knowledge of the food menu, drinks and wine list.
Based on what we ordered, we will give you an honest fedback about the food service. This includes the time it took to get the meal after it was ordered, the presentation, taste, accompaniments and condiments, etc.
We will give you a feedback on your restaurant drink service, including presentation, duration, wine service, whether your servers know how to serve wines.
Our mystery shopping also covers service in general, giving you a feedback and recommendations on the overall service offered. We wlook at the service flow and how the general service is. We check how the front-of-house staff handle themselves around customers. If there's anything worth noting, we advise on that.
We also report on the farewell and on other facilities. We believe that the farewell is as important as the welcome. A great farewell will determine of whether your customers will come back and/ or refer other customers to your restaurant. We also check your other facilities, as advised by you.
As the restaurant owner, you will be able to use our reports to provide you with all the problem areas and proper recourse. The main purpose is to find solutions to help you increase your ROI. You will know exactly what you need to focus on and focus on it without delay. Our mystery shopper will help you: