Ocean Park Hotels turns to Advanced Feedback for Mystery Phone Shops

Advanced Feedback, Inc. is proud to announce and welcome new client Ocean Park Hotels with offices in Valencia and San Luis Obispo California.  Ocean Park Hotels owns and operates properties under the flags of Marriott, Hilton, Holiday Inn Express, and Best Western Franchises.  Hotels are located in Camarillo, Thousand Oaks, Valencia, Monterey, San Luis Obispo, Santa Barbara (Goleta), and San Diego (Poway).

OPH is the latest client to use Advanced Feedback’s telephone mystery shopping services (phone shops).  The hotel group had tried other mystery shopping companies but turned to Advanced Feedback based on the recommendation from Michael Chisholm, Executive Director, who expressed that he “was most comfortable with his overall experience with Advanced Feedback” when he was a hotel general manager.

OPH will use the phone shops for quality compliance checks across their range of properties and will further encourage the use of phone shops as a flexible tool to improve hotel service and sales with better phone skills.

Linda Tran, Account Administrator at Advanced Feedback states, “in these economic conditions, many businesses rely on phone shops and mystery shoppers to be their eyes and ears on their employees, and to serve as an effective alternative to quickly-forgotten and costly training.”

Advanced Feedback mystery shoppers, posing as potential customers, call hotels inquiring about rates and availability.  Employees are scored based on a number of criteria, such as qualification, building rapport and value, sales offers, aggressive closing, friendliness and helpful knowledge.  Advanced Feedback provides immediate actionable results in the form of an individual phone shop report and recorded call, and then follows up with a trend report to track continuous improvements.  “We welcome and look forward to helping Ocean Park Hotels maintain their high standards of sales, quality and an excellent customer experience” says Linda.

For more information regarding mystery shops or phone shops please visit www.AdvancedFeedback.com.

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