SECRET SHOP SURVEYS

Elevate your group sales interactions from first contact to close. Our meticulous evaluation process reveals revenue-critical moments and provides strategic coaching to secure high-value bookings

SALES & CATERING SHOP

Is your sales team missing opportunities? Are they maximizing pricing and converting the most leads possible?

Our Sales & Catering Shop will provide you with the valuable insight needed into your team’s authentic skill set.

The service includes the Digital Audio Recording of shop call, a graded Shop Report and detailed written Coaching Assessment by one of our training specialists plus access to the Gold Key Dashboard which gives management complete control of raw data and access to customize dynamic reports!

360 -STAY SECRET SHOP

Our 360 -Stay Secret Shop provides an undercover, overnight guest experience to evaluate excellence across your property’s service journey. HMS evaluators act as discerning travelers – discreetly assessing everything from arrival experience, the welcome and room standards to dining and amenities.

You receive actionable insights including graded performance analyses, photo evidence, and coaching recommendations to amplify strengths while refining any inconsistencies in delivery.

Consider this service your hospitality blueprint for assurance that guest perceptions powerfully align with your luxury vision from arrival through departure.

SALES COACH & CALIBRATE SHOP

Want to ‘Level-Up’ your team’s shop experience?

The Coach & Calibrate Shop includes all of the good stuff of our standard sales shop with the bonus of a 1:1 coaching call with a training specialist. The emphasis will be reviewing recommendations for improvement using several techniques such as role playing, verbiage practice and even gamification.

The result will be identifying any missed sales opportunities and reinforcing the skills to increase conversion rates.

CALL CENTER SHOP

Is your Reservations Call Center missing opportunities?

Are they maximizing pricing and converting the most leads possible?

Our Call Center Shop will provide you with the valuable insight needed into your team’s authentic skill set. The service includes a graded Shop Report and detailed written Coaching Assessment which would applaud the salesperson’s areas of strength and re-direct focus toward any areas for improvement.

The goal of these individual Call Center is to identify any missed booking opportunities and increase conversion rates by utilizing the valuable coaching tools provided.

RESERVATIONS SHOP

Is your reservations team maximizing ADR or are they falling back on discounted package rates?

Are room upgrade sales slipping?

Are the property amenities being booked at the time of reservation?

Our Reservation Shop service provides a complete evaluation of the reservation sales agent’s salesmanship and technical skills. The service includes the Digital Audio Recording of shop call, a graded Shop Report and detailed written Coaching Assessment which would applaud the salesperson’s areas of strength and re -direct focus toward any areas for improvement. Also includes access to the Gold Key Dashboard, which gives management complete control of raw data and access to customize dynamic reports!

CANDIDATE SHOP

Are you in need of filling available positions in your sales department?

Most hospitality companies invest an average of $5,000 to hire and train a new salesperson. Be confident your candidate is bringing the skills they boast with our Sales Candidate Shop service.

Since these requests are often time sensitive, our shoppers provide a verbal debriefing of the call rather than a written summary. Candidates must be currently employed in a similar sales position in order to be fairly evaluated.

During the shop debrief, our shopper will offer a recommendation for hire or confirm the specific reasons why a candidate cannot be endorsed for hire for the given position.

COMPETITIVE SET SURVEYS

OUR MOST POPULAR SERVICE, THESE SHOPS ARE DESIGNED TO PROVIDE INSIGHT TO YOUR COMPETITION’S PRICING & COLLATERAL, MAXIMIZING YOUR TEAM’S ABILITY TO SUCCESSFULLY SELL AGAINST THE COMPETITION

BASIC SURVEY

Understand how your competition sells and positions themselves. We evaluate your competitors through authentic sales interactions, delivering a comprehensive SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis that reveals their sales strategies and market positioning.

What You'll Learn:

Detailed SWOT analysis of each competitor
Their sales approach and presentation style
Response times and follow-up processes
Key messaging and selling points
Service delivery strengths and gaps

Deliverables Include:

Strategic SWOT analysis report
Competitor sales materials and proposals
Actionable recommendations for outshining competition
Insights for sales team training

Perfect for properties focused on improving their sales approach and market positioning.

Complex Survey

For data-driven decision makers who need detailed competitive insights, our complex survey transforms competitor pricing and packages into clear, comparable data points. We engage with your competitors using targeted client profiles, then deliver side-by-side analysis of market offerings.

Your Data Advantage:

Our custom spreadsheet formats complex pricing structures into clear, comparable data points, helping you:

Perfect for properties seeking data-driven insights to optimize their market position and pricing strategy.

What You'll Receive:

Comprehensive pricing comparison spreadsheet
At-a-glance analysis of package inclusions
Detailed breakdown of fees and minimums
Cross-venue amenity comparisons
Complete competitor proposals and materials

SECRET SHOP SURVEYS

Elevate your group sales interactions from first contact to close. Our meticulous evaluation process reveals revenue-critical moments and provides strategic coaching to secure high-value bookings

SALES & CATERING SHOP

360 -STAY SECRET SHOP

SALES COACH & CALIBRATE SHOP

CALL CENTER SHOP

RESERVATIONS SHOP

CANDIDATE SHOP

COMPETITIVE SET SURVEYS

BASIC SURVEY

What You'll Learn:

Deliverables Include:

Complex Survey

Your Data Advantage:

What You'll Receive:

Deliverables Include:

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