TravelManagers has chosen 10 of its personal travel managers (PTMs) to participate in a brand-new Mystery Shopper program for luxury travel provider, Signature Travel Network: part of its ongoing commitment to ensuring the best possible guest experiences at its member hotels and resorts.
Grant Campbell, TravelManagers’ Chief Operating Officer, describes the invitation as indicative of the mutual esteem between the two brands.
“We’re extremely proud to have been invited to play our part in this critical component of Signature’s quality control strategy.
“An increasing number of TravelManagers’ customers are seeking out travel experiences within the luxury segment: our involvement allows us to play a part in ensuring that Signature continues to deliver the best possible luxury holiday experiences,” Campbell said.
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Troy Coelho, TravelManagers Operations Manager says the program will require participants to spend a two-night stay at one of Signature’s worldwide collection of luxury properties, during which they will be responsible for assessing three key areas: the product (incorporating guestrooms and public spaces), the service experience provided throughout the property, and the delivery of Signature benefits.
“These can include added extras such as early check-ins, late check-outs and room upgrades, as well as complimentary meals, airport transfers and wifi access,” he explains.
Within ten days of their checkout date, the Mystery Shopper PTMs will be required to complete an extensive survey to provide a thorough evaluation of their experience. This feedback will be evaluated by Signature and shared with the relevant property, in order to identify opportunities for improvement and determine its continued participation in the Signature Hotels & Resorts Program.