Hotel and Resort Secret Shopper Job Description [Updated for 2025]

In an era of luxury travel and top-notch hospitality services, the spotlight on hotel and resort secret shoppers has never been more intense.

As the travel industry evolves, the demand for discerning individuals who can anonymously evaluate, critique, and improve our hospitality standards rises.

But let’s delve deeper: What’s truly expected from a hotel and resort secret shopper?

Whether you are:

• A job seeker trying to understand the nuances of this role,
• A hiring manager defining the perfect candidate,
• Or simply intrigued by the behind-the-scenes of hotel and resort evaluations,

You’ve come to the right place.

Today, we present a customizable hotel and resort secret shopper job description template, designed for easy posting on job boards or career sites.

Let’s dive right in.

Hotel and Resort Secret Shopper Duties and Responsibilities

Hotel and Resort Secret Shoppers, also known as mystery shoppers, are hired to evaluate and report on the quality of service, facilities, and overall customer experience at hotels and resorts.

They emulate the behaviors of regular guests while secretly evaluating every detail of their stay.

Their primary responsibilities include:

• Arranging and conducting visits to hotels and resorts incognito to mimic a regular customer experience
• Evaluating the quality of service, cleanliness, and amenities of the hotel or resort
• Assessing the efficiency and courtesy of staff across various departments
• Testing the quality and variety of food and beverages in the hotel’s restaurants and bars
• Examining the booking process, check-in and check-out efficiency, and the reliability of concierge services
• Evaluating the hotel’s adherence to its standard procedures and policies
• Writing detailed reports on all aspects of their visit, including both positive experiences and areas needing improvement
• Submitting reports to the hiring agency or directly to the hotel or resort management
• Providing objective feedback to help improve the hotel’s or resort’s customer service experience

 

Hotel and Resort Secret Shopper Job Description Template

Job Brief

We are seeking a detail-oriented and discreet Hotel and Resort Secret Shopper to evaluate our services and facilities.

The Secret Shopper’s responsibilities include visiting our hotel and resort undercover, interacting with staff, utilizing our facilities like a regular guest, and providing detailed feedback on their experiences.

Our ideal candidate has a keen eye for detail, excellent writing skills, and the ability to remain anonymous.

Ultimately, the Secret Shopper’s role is to help us maintain the highest level of customer service and improve our hotel’s operations.

 

Responsibilities

• Visiting the hotel and resort and acting as a regular guest
• Evaluating levels of customer service, cleanliness, and comfort
• Checking the functionality of facilities and equipment
• Interacting with staff and monitoring their professionalism and friendliness
• Assessing the quality of services including dining, room service, and spa treatments
• Documenting observations and experiences in a detailed report
• Submitting reports in a timely manner

 

Qualifications

• Previous experience in a role focused on customer service or quality assurance
• Excellent observational and writing skills
• Ability to blend in and act like a regular hotel guest
• Good understanding of hospitality industry standards
• Keen eye for detail and a critical thinker
• Ability to provide constructive feedback
• High school diploma; higher qualification in hospitality or relevant field is preferred

 

Benefits

• Flexible working hours
• Paid travel
• Complimentary meals and services
• Professional development opportunities
• Reimbursement for expenses

 

Additional Information

• Job Title: Hotel and Resort Secret Shopper
• Work Environment: This role involves traveling to different hotels and resorts and acting as a regular guest.
• Reporting Structure: Reports to the Quality Assurance Manager or Director of Operations.
• Salary: Compensation is based upon assignment and includes expenses. A typical assignment payment ranges from $100 to $500, depending on the complexity and length of the stay.
• Location: Multiple locations (specify if local, national, or international)
• Employment Type: Part-time or freelance
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Hotel and Resort Secret Shopper Do?

A Hotel and Resort Secret Shopper, also known as a Mystery Shopper, is a professional who is hired to pose as a typical guest at hotels and resorts.

Their main role is to evaluate the quality of services and overall customer experience.

This includes assessing the reservation process, room cleanliness, amenities, food and beverage quality, staff professionalism, and responsiveness.

They may also evaluate the efficiency of check-in and check-out procedures, and the overall ambiance of the hotel or resort.

Secret Shoppers are required to remain incognito throughout their stay to ensure their interactions with staff are natural and unbiased.

They document their experiences in detail, often using specific grading or scoring systems, and provide this feedback to the hotel or resort management or the company that hired them.

Their goal is to help improve customer service standards, identify areas of improvement, and ensure that guests’ expectations are being met or exceeded.

They may also be tasked with comparing the services of a particular hotel or resort to its competitors.

In some cases, a Hotel and Resort Secret Shopper may also be asked to evaluate the hotel’s or resort’s marketing tactics and their effectiveness in attracting and retaining guests.

This can include evaluating promotional materials, website accuracy, and social media presence.

 

Hotel and Resort Secret Shopper Qualifications and Skills

A proficient Hotel and Resort Secret Shopper should have the skills and qualifications that match the job description, such as:

• Excellent observational skills to keenly observe and accurately report on the quality of service, cleanliness, and overall customer experience.
• Strong communication skills to effectively convey observations and experiences in both verbal and written reports.
• Detail-oriented and well-organized to keep track of multiple aspects of a hotel or resort’s service, amenities, and general operation.
• Interpersonal skills to interact with hotel and resort staff in a natural and unobtrusive manner.
• Problem-solving skills to assess and evaluate potential issues or areas of improvement in a hotel or resort’s operation.
• Knowledge of industry standards to accurately evaluate the quality of services and accommodations.
• Discretion and confidentiality to maintain the secrecy of their role and purpose during visits.
• Possessing a reliable and objective perspective, providing unbiased reviews and evaluations.

 

Hotel and Resort Secret Shopper Experience Requirements

To become a Hotel and Resort Secret Shopper, a prospective candidate usually needs a minimum of 1-2 years of experience in customer service related positions.

This could involve roles in hotels, resorts, restaurants, or retail sectors, where they have gained exposure to customer service practices and standards.

Since the role involves providing in-depth and constructive feedback on the service quality, candidates should have a good eye for detail and strong observational skills.

This can be developed and refined through roles that require a high level of attention to detail, such as quality assurance roles or event planning.

To excel in this role, it is beneficial for the secret shopper to have some familiarity with the hospitality industry.

An educational background or working experience in hotel management, hospitality, tourism, or a related field can be a significant advantage.

For those wishing to advance in this role or take on more complex assignments, more than 3 years of experience as a secret shopper, or relevant experience in a managerial role within the hospitality industry, would be beneficial.

Furthermore, as a Secret Shopper’s responsibilities often include written reports, experience in roles requiring strong written communication skills, such as journalism, content writing, or marketing, can also be advantageous.

Finally, candidates with multiple years of experience in different areas of the hospitality industry can bring a more comprehensive view of service quality, enhancing their ability to provide more insightful feedback.

 

Hotel and Resort Secret Shopper Education and Training Requirements

Hotel and Resort Secret Shoppers typically have a high school diploma or equivalent, with some relevant experience in customer service or hospitality.

They should possess strong observational skills, attention to detail, and the ability to effectively communicate their experiences in written reports.

Although not required, having a bachelor’s degree in hospitality management, tourism, or a related field may be beneficial.

This education can provide a deeper understanding of the hospitality industry and the standards expected in various settings.

Some Secret Shoppers may choose to obtain a certification from a professional organization, such as the Mystery Shopping Providers Association.

This certification demonstrates their knowledge and professionalism in the field, which may increase their employability.

Continuous training and development are essential in this role to stay updated with the latest trends and standards in the hospitality industry.

This can be obtained through on-the-job training, workshops, or seminars.

As this role involves evaluating and reporting on the quality of service, any additional training in customer service, communication, or report writing could prove beneficial.

 

Hotel and Resort Secret Shopper Salary Expectations

A Hotel and Resort Secret Shopper, also known as a Mystery Shopper, makes an average of $45,000 (USD) per year.

This salary can vary greatly depending on the number of assignments, the complexity of the tasks, experience, and location.

Some secret shoppers work on a freelance basis, where they may earn a fee per assignment, which can range from $10 to $100 per job, depending on the scope of the project.

Additionally, they often receive compensation in the form of free meals, travel, and accommodations.

 

Hotel and Resort Secret Shopper Job Description FAQs

What skills does a Hotel and Resort Secret Shopper need?

Secret shoppers should be excellent communicators with superior observation skills.

They must have a keen eye for detail to provide accurate and valuable feedback about their experiences.

Good writing skills are also essential as secret shoppers need to write detailed reports about each evaluation.

A background in hospitality can be helpful but is not mandatory.

 

Do Hotel and Resort Secret Shoppers need a degree?

There is no specific degree requirement to become a Hotel and Resort Secret Shopper.

However, having a degree in Hospitality Management, Tourism, or a related field may be beneficial.

The most important qualifications are strong observational and reporting skills and a willingness to travel.

 

What should you look for in a Hotel and Resort Secret Shopper resume?

An effective Secret Shopper resume should include previous experience in the field of hospitality or in a customer-facing role.

Look for strong writing and communication skills, as well as the ability to stay organized and meet deadlines.

An understanding of hospitality standards and experience in travel can also be advantageous.

 

What qualities make a good Hotel and Resort Secret Shopper?

A good Secret Shopper has a discerning eye for quality and service and can evaluate their experiences objectively.

They should be adaptable and comfortable in a variety of situations and settings.

Confidentiality and integrity are key qualities, as secret shoppers should not reveal their purpose during visits.

They should also be thorough and precise in documenting their experiences.

 

Is a Hotel and Resort Secret Shopper required to travel frequently?

Yes, frequent travel is often part of a Hotel and Resort Secret Shopper’s role.

They may be asked to visit a variety of locations to evaluate the service and quality of different hotels and resorts.

Therefore, they should be comfortable with both short and long-distance travel.

 

Conclusion

And there you have it.

Today, we’ve taken you on a behind-the-scenes tour of what it really means to be a hotel and resort secret shopper.

And guess what?

It’s not just about enjoying luxurious accommodations.

It’s about shaping the future of the hospitality industry, one hotel stay at a time.

With our indispensable hotel and resort secret shopper job description template and genuine industry examples, you’re well-equipped to make your move.

But why stop there?

Dive deeper with our job description generator. It’s your next step to meticulously crafted job listings or refining your resume to absolute perfection.

Remember:

Every hotel stay is a part of the larger hospitality industry.

Let’s shape that future. Together.

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