From the Forum: Marriott Rolling out ‘Mystery Guest’ Quality Control
On the FlyerTalk Forum, user hockeyinsider posted about a recent encounter at a Marriott property.
“[The general manager] was saying legacy Starwood employed staff to conduct unannounced inspections/audits to ensure compliance with SPG, but legacy Marriott didn’t. Now, Marriott will have mystery guests — he didn’t know how many people — traveling to stay at properties and check their compliance in delivering the amenities and services required by the standards of the new, unified Marriott–Ritz-Carlton–SPG program. He was very specific that this would be focused on the loyalty component, not the actual physical brand standards of a hotel.”
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