You have trained your team. You have set the standards. You have built the SOPs. But do you know what your guests actually experience when no one from management is watching?
PROFIX Consulting provides professional mystery shopping services in Dubai and across the UAE — giving hospitality operators, hotel groups, and restaurant businesses an honest, unfiltered view of the guest experience. Our methodology has been applied at properties operating under Marriott, Novotel, Pullman, Sofitel, Rotana, and Millennium flags.
Align on scope of work for Mystery and Integrity Audits. Prepare detailed list of procedures to be performed and obtain management agreement.
Conduct visit and perform procedures per agreed scope. Gather evidence and fill out checklist for mystery shopping and integrity procedures.
Prepare detailed fact sheet stating all payments made during the visit and cash left. Receive payments and lost items recorded from management.
Prepare comprehensive report on payment verification results and highlight areas of improvement from the mystery shopping visit.
Agree monthly/quarterly visit plan for all hotel and outlet visits. Provide live dashboard access to management displaying all visit results to date.
Call reservation line to test room availability accuracy; request date changes to assess rate compliance; verify rate charged against rate quoted.
Make guaranteed booking and fail to show; evaluate hotel response and accuracy of no-show charges on final bill.
Request late checkout for cash payment; verify accuracy of late checkout charges.
Test deposit request process for extras; attempt room posting without deposit; assess staff response to exceeding deposit limits.
Request paid-out service; test refund notification and accuracy; verify signature process on refund receipts.
Request room change to test room move process; bring undisclosed extra guest to assess staff response and policy adherence.
Clear answers to help you understand features, workflow, and secure task handling with confidence
Guest satisfaction surveys capture how guests felt. Mystery shopping captures how your team actually performed against your defined service standards. For service quality management, mystery shopping is the more actionable tool.
For most hotel operators, quarterly visits provide consistent trend data and allow teams time to improve between evaluations. For new openings or rebranding campaigns, more frequent visits over a shorter period are recommended.
Yes — our Mystery & Integrity Audit programme specifically tests cash handling integrity alongside guest experience, including deposit management, paid-out controls, no-show charge accuracy, and refund process compliance.
We’re committed to helping individuals and businesses make informed financial decisions with confidence.
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