A CASE STUDY ON MYSTERY SHOPPER PRACTICES IN MID-SIZED CITY HOTEL

The importance of customer experience is increasing in the full performance of the activities of the enterprises. With the developments in the tourism sector, the understanding of the accommodation enterprises to offer the existing products or services to the customers is no longer effective. This trend leaves its place to the idea of satisfying the customers. It has become necessary to request feedback and benefit from experience in increasing the satisfaction level of customers and it has been adopted as a method. Using customer feedback and experience introduces the concept of mystery shopping. The aim of this study is to evaluate a four-star hotel business in Gaziantep with mystery shopper application. In this context, in 2021, five independent secret customers evaluated the housekeeping, front office and room service departments of the hotel business on a monthly basis. According to the results of the research, while the measures taken within the scope of Covid-19 measures were found to be insufficient, it was seen that the standards in the departments were at a medium level.