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Our analysis (mystery shopping) has proven invaluable for increasing bottom line revenue and/or sales goals. If there is a problem, we find it and then offer solutions.

For Reservations, our team of shoppers place random telephone calls for a thorough evaluation of both the system and the staff members. This allows us to identify weak areas that need improvement and reinforce those areas of strength. Our comprehensive list of criteria allows us to measure each staff member's performance and provide a score.

We may target "sold out" dates to see if the Reservation Agents offer alternative dates or we may target "need periods" to see if they either "up sell" or go directly to the lowest available rate. We measure time on hold and also can provide some competitive analysis.

For Sales, we base our shopping on timeliness of response, follow up, telephone etiquette, product knowledge, recommendations and overall customer service levels. Our comprehensive list of criteria allows us to identify weak areas for improvement and build on current strengths.


Customer Service is the leading edge
for success.

"The Manhattan Club was very pleased with the results accomplished by Diamond Hospitality. We contracted Diamond Hospitality four times to increase the level of customer service with our Reservations Staff. From the onset initial results of the Mystery Shops, Diamond Hospitality customized a 2-day training program and, as a result, we experienced a marked increase in the overall shopping scores.

We would highly recommend Diamond Hospitality."

Executive Vice-President
The Manhattan Club