The only way a hotelier could know what is really happening in his/her hotel when he/she is not around is through mystery shopping. As a result, I decided to shop around and came across MHCS. Towards the end of year 2012, I contacted them and discussed my needs and immediately we organised these visits where mystery shoppers stay at the hotel and they report feedback on the operations of the hotel during their visit. Till today, I have mystery shoppers through MHCS auditing the hotel as I strongly believe that members of staff have to be aware of how to behave and perform their duties at all times. Feedback is the breakfast of Champions, and this type of feedback from these type of audits can only improve standards and the respective service given at all times. We live in a very conscious environment, and therefore it is of utmost importance that clients’ feedback are listened to at all times. Mystery Shopping achieves this. Thank you MHCS for your professional service.
We have done sessions for the supervisors and they were truly beneficial and in a relaxed environment. It is incredible how much comes out from these sessions. I noticed that the supervisors value their position even more because these exercises empower them and give them the right tools to manage their staff and improve their work.
I found the mystery shopping exercises truly beneficial for our business as this helps us understand what our customers are experiencing in our shops. This also helps our staff understand their strengths and weaknesses in a very positive and constructive way. We have planned to have them on-going as we believe that this is what keeps our staff attentive and cause them to remain alert at all times.
MHCS Malta started carrying out Mystery Diner visits for Kitchen Concepts in 2009 for our first restaurant Vecchia Napoli. Today they carry our quarterly visits in all of our 6 restaurants. We have found them to be very professional and meticulous and they have tailor made each individual Mystery Diner questionnaire to suit the needs of each individual restaurant. Each visit is followed by a very detailed report and MHCS always make themselves available to discuss these reports or clarify any comments on the report. They are also very flexible and always send mystery shoppers on the days and times requested by us and always oblige when we ask them to look out for particular things during certain visits. I believe that through the mystery dine visits that MHCS carry out we have been able, from time to time, to identify our weak areas and have been able to improve on them as well as improve the general experience for our customers since we are able to understand better how our customers perceive us and our food and service.
We have progressed and kept following and enforcing on all aspects we tackled. I’m quite happy with what we have achieved along to date.
Mark Borg – Director at TOWER SUPERMARKET, SLIEMA
May I express our appreciation towards your dedication, excellent service and great training program. Your overall ability to communicate and deal with all our staff members was exceptional.
Miriam Vella – HR Manager at VASCAS JEWELLERS
It has been a year since we introduced Mystery Shop visits for Burger King in Malta through MHCS and I must say we have seen a great improvement especially with regards to our hospitality, quality of service and employee performance.
Mystery shop visits have helped us identify training needs with regards to up selling, smiles and greetings as well as speed of service.
The reports go into a lot of detail and are always on time which helps us to address issues immediately and whenever we had a query you were always prompt with replies. The shoppers always give a lot of detail and from the narrative at the end of the report you always get a feeling of the shopper experience.
Thank you very much for your service throughout this year we sincerely hope we can continue to work together in order to achieve more positive results in the future for Burger King Malta.
Shandelle Azzopardi – Franchise Manager Burger King
The information in the detailed reports provided is invaluable. Having so much detail of what our customers think of us made us wake up, pull our socks and take action accordingly. I strongly recommend any company / business enterprise to go for it. I can vouch that the benefits are tangible; an improved working environment, motivated staff, more satisfied customers and more sales.
Steve Xuereb – Sales/Store Manager at THE ATRIUM
As a restauranteur who employs quite a large Staff crew, requiring new employees is probably the biggest headache an employer comes across in the catering trade. I contracted MHCS in search of chefs and waiters in the midst of summer, and their never ending supply of CV’s was impressive to say the least. Making job interviews on a daily basis, is impressive feedback. Their professionalism and scouring of job applicants is a real blessing for the catering trade. Until I became aware of MHCS I never thought that such a recruitment agency even existed in Malta, so being aware of such an efficient unit, will definitely guide me as to where I will refer to should the need arise in the future.
Matthew Pace – 47 Summer Nights, M’skala