Hospitality Experience

Mystery Shopping for Aquarion Hotel in Zakopane

Horwath HTL was commissioned to conduct a mystery shopper evaluation at the Aquarion Hotel in Zakopane to assess service quality across various departments. The aim was to ensure the hotel met both international hospitality standards and national categorisation criteria while identifying areas for improvement to enhance the guest experience.


Project Scope

We were commissioned to conduct a mystery shopper evaluation at the Aquarion Hotel in Zakopane to assess service quality across various departments. The aim was to ensure the hotel met both international hospitality standards and national categorisation criteria while identifying areas for improvement to enhance the guest experience.

The process began with the development of evaluation criteria based on industry benchmarks and four-star hotel standards. This ensured a structured and objective approach to assessing the property. Mystery shopper visits were conducted unannounced, allowing for an authentic evaluation of guest services. These assessments covered critical areas, including reception, housekeeping, food and beverage, and overall guest engagement.

Observations were meticulously documented using a structured assessment tool. Key focus areas included staff professionalism, service efficiency, facility cleanliness, and the overall experience provided to guests. The findings revealed several strengths, such as staff courtesy and attentiveness, while also identifying areas needing attention, including consistency in service delivery and certain operational procedures.

The final report provided actionable recommendations, including targeted staff training programs to address specific service gaps and reinforce best practices. Additionally, operational improvements were suggested to standardise procedures, ensuring consistent quality across all departments. Recommendations for facility enhancements were also included, focusing on upgrades to align with the expectations of a four-star establishment.

This evaluation delivered valuable insights, enabling the hotel to implement strategies that would elevate service quality and enhance the overall guest experience, positioning the property more competitively within its market.

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