Owned by hospitality professional, Renate Engelbrecht, Travelling Mystery Guest (Pty) Ltd offers tourism and hospitality destinations an opportunity to identify their advantages, measure customer service and create awareness. Travelling Mystery Guest comprises of three pillars: A Mystery Guest, Educational and PR and Marketing pillar. Mystery Guest:
Travelling Mystery Guest’s customer journey eva
luations (mystery guest visits) include a visit to the destination, a complete report on the customer experience, qualitative data for measurement purposes, as well as suggestions for improvement. These customer journey evaluations can be done on a monthly basis or as per the destination’s requirements. Travelling Mystery Guest has a mystery guest program which allows hospitality and tourism specialists and experts to apply for mystery guest positions. Ideally this will ensure that a different mystery guest visits the destination the next time around, allowing for more accurate reporting and measurement with regards to customer experiences. Educational:
Travelling Mystery Guest’s second pillar consists of:
• Workshops for tourism and hospitality staff
• On-site training boot camps
• Part-time / freelance lecturing
Many smaller hospitality and tourism destinations have yet to embrace the opportunity of social media marketing. Being a manager of such a destination, there is also not necessarily time for training staff on the basics of certain topics like communication, the basics of hospitality and the basics of social media. Travelling Mystery Guest has therefore created this educational pillar in order to assist smaller (and larger) destinations in training staff on the following topics (and more):
• The basics of hospitality
• Communication in a tourism and hospitality environment
o Verbal
o Non-verbal
o Digital
• The basics of social media marketing
o Facebook marketing for hospitality and tourism destinations
o Twitter marketing for hospitality and tourism destinations
o LinkedIn, Pinterest and Google+ for hospitality and tourism destinations
• Content creation
• Storytelling (Creating your destination’s story and sharing it with customers)
• Environmental and social responsibility
o Easy ways to become environmentally and socially responsible
o Educating customers on becoming environmentally and socially responsible
o Getting customers to take part in environmental and social initiatives
Renate Engelbrecht, owner of Travelling Mystery Guest, passionately believes in the education of people in the hospitality and tourism industry, assisting them to create the best possible customer experiences possible. In a country like South Africa it is very important to ensure that employees are given all possible tools to provide guests with a customer experience that will have them return. Travelling Mystery Guest travels to your destination to present workshops there. To book Renate Engelbrecht for a workshop, training session, bootcamp, consulting session or lecture, contact Travelling Mystery Guest on [email protected]. PR and Marketing:
The third pillar of Travelling Mystery Guest includes the option of PR and marketing assistance for hospitality and tourism destinations. Destinations can contact Travelling Mystery Guest for the following options:
• Press releases (Minimum 300 words)
• Snippets (Minimum 150 words; maximum 250 words)
• Guest Blogging
• Destination Reviews
• Social Media Post Planning (Ensuring customer interaction on social media)
• Social Media Monthly Schedule Planning (Including campaign planning)
• Destination marketing photography
Press releases, snippets and destination reviews are sent to Travelling Mystery Guest’s database, including contacts as per the destination’s request. Destination photography is added to Travelling Mystery Guest’s Pinterest page (http://www.pinterest.com/travellingmg/) with a link to the destination’s website.
