Hotel Monthly Competitor Mystery Shop Call Checklist: Groups & Meeting Packages
In the fast-paced world of hospitality, staying competitive means more than delivering exceptional service—it means understanding what your competition offers by utilizing Mystery Shop Call and how they communicate it. For Fairmont Singapore, a strategic monthly competitor mystery shop via phone helps gather critical insights into group rates, meeting packages, and service delivery standards across the compset. Using eAuditor Audits & Inspections, your team can consistently collect, analyze, and act on this data with clarity and confidence.
Why It Matters
Event planners, corporate clients, and wedding coordinators compare multiple properties before making decisions. A clear picture of how Fairmont compares on pricing, inclusions, and sales delivery provides an edge. One sales executive shared, “After using mystery shop insights, I adjusted my pitch to focus on flexibility and tech readiness—two things our competitors often overlooked.”
Checklist Categories & Sample Questions
Use the eAuditor platform to structure each call around these core categories:
1. Initial Interaction
- Was the greeting warm and professional?
- Was the call answered by the correct department (Events/Sales)?
- Did the team respond on the first call or require a callback?
Example: In April, a competitor hotel failed to return a call within 48 hours. Fairmont used this finding to highlight our response time guarantee.
2. Meeting Package Details
- Is breakfast included in the room rate?
- Are morning and afternoon coffee breaks included?
- What kind of lunch is offered (buffet/plated)?
- Are writing materials, Wi-Fi, and AV included?
- Is there on-site support staff?
Human Moment: One agent casually mentioned, “We try to be flexible if your guests have dietary needs.” This small gesture communicated care.
3. Group Booking Policies
- Are discounts offered for group bookings?
- What is the complimentary room ratio?
- Is there a minimum room commitment?
- Is venue rental included or extra?
- Any minimum spend or food & beverage guarantee?
4. 
Sales Experience & Confidence
Sales Experience & Confidence- Was the salesperson knowledgeable and friendly?
- Did they describe the meeting space clearly and confidently?
- Any notable gaps or missed opportunities?
- Did they mention any promotions, perks, or custom options?
- Did they present unique selling points?
Real Example: A May mystery call revealed the competitor did not mention AV or tech support, despite being asked. Fairmont used this to promote its in-house AV concierge in future pitches.
5. Comparison & Strategic Insights
- What were their strengths?
- What were their weaknesses?
- How does this compare to Fairmont’s offerings?
- What missed opportunities did the salesperson have?
- What actions should Fairmont take?
Using eAuditor to Execute & Report
With eAuditor, Fairmont’s team can:
- Standardize call checklists across all mystery shoppers
- Attach audio notes or summary transcripts
- Generate monthly summary reports with trends and red flags
- Share actionable insights with Sales & Marketing
You can customize every question, add scoring, and even automate follow-ups. One team member noted, “Having a central dashboard made it easy to present findings during our monthly sales huddle—no one had to scramble to collect feedback.”
Conclusion
Mystery shop calls aren’t just about catching flaws—they’re about seeing through the client’s eyes. When Fairmont Singapore consistently benchmarks against the compset using eAuditor, it gains a competitive advantage rooted in real-world insights. The process fuels smarter selling, sharper positioning, and better meetings.
Let your data tell the story—and let Fairmont lead the market.