In-House Mystery Guest Week Plan
A structured internal evaluation week that mirrors multi-night FTG journeys.
Setup
Designate 2 internal evaluators (or trusted off-duty leaders). They book under alias where systems allow, or simulate with full realism.
Night 1
Reservation call audit → pre-arrival email quality → arrival sequence → room product → IRD or dinner → evening turndown.
Night 2
Breakfast → request item → concierge ownership task → pool/fitness or spa → public restroom checks at 2 different times → departure.
Scoring
Use this app’s module audits in real time. Mark Pass/Fail/N/A with notes. Run department assessments for any module with fails.
Debrief (same week)
Leadership reviews high-impact fails, assigns owners, sets 14-day retest. Compare projected band to target Five-Star (≥90%).
Rule
No public shaming. Coach privately; certify publicly when assessments pass at 90%.
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.