Overview
Know how the table was served, not just how it was rated.
Food and beverage guests judge quickly: the wait for a table, the first drink, the knowledge of the server, the temperature of the food and how the bill is handled. Online reviews tell you something went wrong. A mystery guest tells you where and why.
RCA measures dining in hotels, resorts, golf clubs, restaurants and wine and tasting rooms. Scorecards are built around your own service sequence and brand standards.
Programmes can include pre-visit contact, lunch and dinner services, bar and lounge, breakfast and take-away or delivery experiences.
Service sequence
Check each step from greeting to farewell.
Upselling and menu knowledge
See whether staff recommend, describe and offer more.
Consistency
Compare outlets, shifts and services on one scale.
How it works
Four steps from brief to better service.
Define
We agree your standards, touchpoints and scoring so the scorecard reflects your brand, not a template.
Calibrate
Matched shoppers are briefed on the scenario and scorecard so every visit is judged the same way.
Visit
Shoppers complete the visit, call or purchase and submit evidence-based reports.
Report and review
RCA quality-checks every report, delivers scores and verbatim comments, and walks your team through the priorities.
In more detail
Single outlets and groups
We shop single restaurants, multi-outlet groups, hotel dining rooms, club restaurants and tasting rooms. Where a venue serves several meal periods, we can schedule visits across breakfast, lunch, dinner and bar service.
Questions
Frequently asked questions
What is a mystery guest in a restaurant?
A mystery guest is a trained person who dines as a normal guest and then reports on the service and food against an agreed scorecard.
Do you cover hotels and golf club restaurants?
Yes. We measure dining in hotels, resorts and clubs as well as stand-alone restaurants, bars and coffee shops.
Does the mystery guest pay for the meal?
The arrangement is agreed in the brief, including the meal allowance and how it is reimbursed.
Can you test peak and quiet periods?
Yes. Visits can be scheduled across different services and days to show how standards hold under pressure.
Can food and beverage be combined with a stay?
Yes. See our mystery guest programme for golf resorts or hotel programmes under what we measure.