Restaurant Mystery Diner

Restaurant Mystery Diner
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Slide 1: Tekstslide
EngelsMBOStudiejaar 1,2

In deze les zitten 40 slides, met interactieve quizzen en tekstslides.

time-iconLesduur is: 90 min

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Restaurant Mystery Diner

Slide 1 - Tekstslide

What is a mystery diner?
Let's define the term:
Mystery diner at a restaurant
It's someone pretending to be a customer. Their job is to check and judge the restaurant like a regular diner. They make sure the restaurant meets all the expectations for a good dining experience. 




Slide 2 - Tekstslide

Have you ever received a mystery diner at your restaurant?

Slide 3 - Open vraag

Who hires a mystery diner?

  • The restaurant owner uses mystery diners to get a better idea of how well the business is doing and how the team is doing.

  • Mystery diners are also used by other restaurants to learn about the services, quality, and strategies used by competitors in the market.

  • Government agencies use mystery diners to check if restaurants are following the law and meeting the minimum standards for the hospitality industry in the area 


Slide 4 - Tekstslide

Let's look at the 10 things a mystery diner will check for:

Slide 5 - Tekstslide

1. Available staff
 The first thing that the mystery diner will observe upon entering the restaurant is how many people are working in the dinner service and if the staffing is adequate for the demand at that time. They will also check if they are wearing the uniforms properly and have a pleasant appearance. 

Slide 6 - Tekstslide

Do you have enough staff at the restaurant?
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Slide 7 - Poll

What is a correct uniform and appearance?

Slide 8 - Woordweb

2. Customer service
 The mystery customer will particularly check if they are served on time upon arriving at the establishment, if the service is friendly and assertive, if the staff introduce themselves and take care of their needs as soon as they enter. Afterwards, they will review how they are treated during the service and upon finishing. 

Slide 9 - Tekstslide

How friendly and assertive are you to your new guests?
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Slide 10 - Poll

Write down an English version of what you say when greeting a new guest(s).

Slide 11 - Open vraag

3. Cleanliness and setting
 They will also analyse the level of cleanliness at the entrance, the parking lot if applicable, the dining areas, restrooms, etc. along with the ambiance, if the music or noise is tolerable, if there is adequate lighting, if the smells are pleasant and if the temperature is comfortable. 

Slide 12 - Tekstslide

Name a cleaning task you do

Slide 13 - Woordweb

Describe the ambiance:
Music, noise, lighting, smells, temperature

Slide 14 - Open vraag

4. Accessibility
 Another important point in their evaluation is to see if the restaurant's entrances, ramps, and hallways are safe and if the restaurant is tailored to handicapped people. 

Slide 15 - Tekstslide

How safe is the restaurant in your opinion?
0100

Slide 16 - Poll

How well does the restaurant cater to handicapped guests?
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Slide 17 - Poll

5. Wait times
 They will measure how long it takes to carry out every activity, especially the amount of time taken to place their orders, how long it takes for said orders to arrive at the table and the time between dishes, if they manage to pay the bill quickly, and the time that the team takes to solve contingencies. 

Slide 18 - Tekstslide

How long do your customers usually wait for their order and how long between dishes?

Slide 19 - Open vraag

6. Product knowledge
 Another secret of their job is ensuring that the staff that serves them is familiar with the offering and provides complete and detailed information about the dishes and beverages. 

Slide 20 - Tekstslide

Which options do you have for a vegan?

Slide 21 - Open vraag

The fish dish on the menu...what is the type of fish, where is it from, how is it prepared?

Slide 22 - Open vraag

Is it possible to share a starter? Explain what the option for this is.

Slide 23 - Open vraag

Which meat dish goes well with which red house wine?

Slide 24 - Open vraag

7. Quality of the menu
 Of course, they will analyze the menu and its physical appearance and see if it can be understood, if it is properly written, the arrangement of the selection as well as the prices and quality of all the food compared to the expectations that are sold. 

Slide 25 - Tekstslide

In your opinion how clear is the menu to read?
0100

Slide 26 - Poll

Is the menu good value for money?
Yes
No

Slide 27 - Poll

Does the food meet the expectation the menu gives?
Not really
Yes, it does

Slide 28 - Poll

Name and describe the best selling dish. How much does it cost?

Slide 29 - Open vraag

Name and describe the mains dish least sold. What is its price?

Slide 30 - Open vraag

8. Interest in the customer's needs

 This is a very important point, especially in these times of personalised service. The mystery customer will confirm if the staff has understood their preferences, if they are interested in satisfying them, and if they are offered solutions. 

Slide 31 - Tekstslide

Give an example of how you listened to a customer and tried to meet their expectation.

Slide 32 - Open vraag

9. Sales strategies
The mystery customer will also observe if the staff has used strategies such as cross-selling or upselling to offer them better products, promotions and increase sales. 

Slide 33 - Tekstslide

Do you encourage guests to spend more money?
No way!
Not yet
Sometimes
If the customer wants
Of course!

Slide 34 - Poll

Give an example of an offer you have of a better product to sell.

Slide 35 - Open vraag

Give an example in English of what is either said or written in the menu to encourage guests to spend more.

Slide 36 - Open vraag

10. Retention
 Finally, they will see how well they are seen off and what reasoning or actions do the staff take to motivate them to come back and make them a regular customer. 

Slide 37 - Tekstslide

What can you say in English to a guest as they leave?

Slide 38 - Open vraag

Conclusion
It's good to know that having a mystery diner is a great way to make a restaurant better. Whether it's a company or the restaurant itself doing the evaluation, these are like check-ups to fix small things you might miss. They also help catch big mistakes that could be bad for your business.


Slide 39 - Tekstslide

Follow up
Once their evaluation has ended, the mystery customer produces a full report of all the information that they have gathered on their culinary experience at the restaurant. 

As a follow up assignment there is a part 2 called Mystery Diner Review. In it you explore a review and think up solutions to improve the restaurant you work at.

Slide 40 - Tekstslide