About us | Travelling Mystery Guest

About the Company:

Travelling Mystery Guest was registered as a company in 2012 after owner and managing director, Renate Engelbrecht, identified a gap in the tourism and hospitality industry for customized quality assessments, workshops and training that are linked to frequent faults in the industry’s customer service standards.

Guests want their visits to destinations to be perfect. Still, many establishments struggle to meet customers’ expectations and often don’t live up to their brand promises.

Travelling Mystery Guest (Pty) Ltd offers tourism and hospitality destinations a variety of services to eliminate negative customer experiences:

Mystery Guest Visits (Quality Assessments we like to call Customer Journey Evaluations)

Monthly Social Media Planning and Management

Training, Workshops and Guest Lecturing

Destination Marketing Photography

Travel Writing and Reviews

“Travelling Mystery Guest is not there to identify flaws, but rather to consult and assist tourism establishments to walk the talk,” says Managing Director, Renate de Villiers. “After doing some research it was clear that the South African tourism industry, but also the global tourism and hospitality industry, is in need of customized destination evaluations, which take into account internal as well as external factors relating to the customer’s journey.”

The types of destinations to whom Travelling Mystery Guest (Pty) Ltd’s services could be advantageous, include bed and breakfasts, guesthouses, boutique and independent hotels, wine farms, self catering apartments, safari lodges, farm accommodation, restaurants, coffee shops, tea gardens and even spas.

With travelling and tourism being the motivation behind Travelling Mystery Guest, it is only natural that your success is our dream. Contact us today for more information

More about Owner and Managing Director, Renate Engelbrecht:

Renate has a four-year degree in Hospitality Management, as well as seven years’ experience in the Hospitality and Tourism industry. She started off as an assistant in guesthouses, working her way up to becoming the manager of a guesthouse at the foot of Table Mountain in Oranjezicht, Cape Town. With a passion for travel writing she has also worked with Travel Writer Carrie Hampton on numerous occasions, as well as the late and well-travelled owner of Sure Etnique Travel, Mr. Johann Beukes.

She has acted as part time lecturer, teaching Tourist Destinations, Travel Services, Travel Operation Procedures and Communications, where after she took up a position as PR and Marketing Campaign Manager with independent travel destinations as clients. She’s travelled to many parts of the country, as well as abroad and experienced numerous types of hospitality and tourism facilities, providing her with ample knowledge of quality service, or the lack thereof.

More on our Customer Journey Evaluations

TMG will be doing a customized customer journey evaluation on your accommodation and/or dining destination, which will relate to the types of services you provide and the quality thereof in regarding your target market. On payment of the balance, establishments will receive a full report, customized suggestions and qualitative data for measurement purposes on the following:

Website and other social media ports - ease of access and provision of required information

Communication skills via e-mails, social media, telephone and face-to-face communication

Customer service excellence on arrival and departure at your establishment or facility

Going the extra mile – exceeding the customer’s expectations instead of only meeting them. Fellow guests might also be questioned on their experience during their stay, should the opportunity arise.

USP (Unique Selling Points) – What makes your establishment different from your competition in the area?

Ambiance and atmosphere of your establishment or facility

Relevance of décor of the establishment or facility.

Food and other facilities in relevance to the current trends of the industry

Ergonomics of the establishment

Day-to-day relationships with customers

Employee relationships

Employees’ abilities to summarise guests’ needs and expectations

Efficiency with regards to bookings, payments and other similar procedures

What efforts has your establishment been making with regards to environmental and social responsibility.