With no shortage of competition within the hotel and leisure sector, it is more vital than ever that your guests leave delighted.

Business operators who successfully differentiate themselves through great customer service find that translates into customers returning sooner.

In order to exceed your guests expectations, our mystery guest programme will help to ensure that your team are following the 10 universal secrets of superior service, and what your customers have now come to expect.

It's not a secret anymore, here they are!:

Ensure comfortable surroundings
Show your customers respect
Make your customers feel welcome
Remember your customers' names and faces
Understand your customers' needs
Be quick and efficient
Be grateful to your customers
Offer assistance and personal recommendations
Don't compromise on quality - offer your customers a great product
Make your customers feel important

If you are not meeting ALL of these points EVERY time you serve a customer, then your customers may be feeling short changed.