Marquis Hotel Group Expands Mystery Phone Shops With Advanced Feedback

San Diego, California, August 23rd 2011 – Advanced Feedback, Inc. is proud to welcome Marquis Hotel Group’s latest acquisition. Due to reconstructing of management, the Quality Inn Auburn established their phone shop service under the management of General Manager Heather Patrick and Michael Chisholm President of Marquis Hotels Group LLC.

Advanced Feedback has been providing services for the hospitality group for almost a year, however they have been working with Mr. Chisholm closely throughout his career since 2004.

“We have been both fortunate and honored to be working with Michael throughout his growing and continued success.“ said Geoff Gladu, Account Manager of Advanced Feedback, Inc.

The hotels rely on secret phone shops to monitor and improve each agent’s customer service skills. Mystery shoppers pose as potential customers and call inquiring about rates and availability. Agents are scored based on a number of criteria, such as qualification, reservation offers, aggressive closing, building rapport and value.

Linda Tran, Account Administrator of Advanced Feedback states, “Many businesses are relying on phone shops to see how the agents perform when they think that they are in the clear. It also helps business owners obtain the initial impressions of their guests.”

On a daily basis, Advanced Feedback provides immediate results to both the Quality Inn Auburn and Holiday Inn Express & Suites Camarillo, these results include the agent’s individual phone shop report and recorded call. This immediate feedback allows for corrective training and counsel to take place if needed.

For more information regarding mystery shops or phone shops to enhance your level of guest service, please visit

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