Boss Events & Travel

HOSPITALITY

Customer experience insights

Utilize our mystery shopping service to  test your brand with our specific travel demographic to assess cultural issues in key customer experience interactions such as reservation booking, cruise boarding and disembarkation, entertainment, excursions, hotel check-in, guest services, and spa to identify outliers in which you have room to improve.

We can also assist should you seek to ensure that your marketing and sales messaging and processes are culturally aligned for African American travelers. You’ll get detailed and structured narratives about the experience to give you invaluable professional insight.

We can use your custom checklist or ours, which focuses on:

  • Direct booking experience
  • Arrival experience
  • Room experience
  • Restaurant(s) service experience
  • Bar(s) service experience
  • Dining room(s) experience
  • Spa/salon experience
  • Overall (cleanliness, problems, resolutions, areas in need of improvement, or standout staff members)

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