Mystery Shopping en empreses turístiques

Abstract

[eng] This work involves the analysis of an audit about a mystery guest in a touristic company. I have chosen a four star hotel located in the Balearic Islands, specifically in Ibiza. The work consists of two parts: a theoretical part and a practical part. As for the theoretical there are concepts defined as what is quality, its principles and dimensions are defined. Also the quality of service is defined, and of course from the point of view of the company. As for the practical part first of all an introductory part of how quality is measured, what is an audit and specifically the explanation of a mystery guest. After having made a mystery guest in hotel los Molinos in Ibiza, there is an explanation of the methodology of each test performed in the audit with their results by each department. Finally as a conclusion, there are recommendations for the hotel that they could consider for improving the quality and service of the company.