We have over 1270 Assessors based in 24 Countries around the world. From initial selection criteria we continually calibrate and profile to match the individual requirements of clients. Over 50% of our Assessors have been undertaking assessments for over 8 years for us and over 100 have been assessing with us for over 15 Years.
Through our “Assessing the Assessor” programme our team are measured as to their quality of detail, contemporary completion and wider perspective observations.
The Culinary training programme ensures continuity of assessments through group blind tastings that ensures consistency between assessments and discards outlying assessments. Whilst our assessors provide an external customer assessment the detail and criteria used follows a regular set of common points. The culinary strata’s work in 4 separate levels that assessors achieve based upon their performances.
- Bistro Relaxed Dining
- Formal Restaurant
- Fine Dining
- Michelin Quality
Our Assessors need to maintain anonymity in order to undertake the role but a selection of our assessors are :-
Assessor:
Federer Not
Assessing Since:
2002
Assessing Base:
Zurich Switzerland
Assessing Countries:
32
About This Assessor
Attention to detail and neat and tidy.
Assessor Background
A Lawyer that travels extensively
Assessor Likes
"Detailed service made to look easy"
Assessor Dislikes
"Impatience"
Most Surprising Experience Assessing
"Being told that hotel had a sea view because a mirror had been placed on a wall"
Sectors Assessed: LH, H, A, C, RC, AL, FM, T, Sp, G,
Assessor:
Raffles
Assessing Since:
2008
Assessing Base:
UK
Assessing Countries:
38
About This Assessor
Currently enjoying retirement that is providing the opportunity to travel extensively.
Assessor Background
28 years in the RAF as an aircraft engineer
Assessor Likes
"The satisfaction in providing a service that will improve the experience for future visitors to the property and the promotion of loyalty of these visitors to the brand."
Most Surprising Experience Assessing
"Life is a surprise"
Sectors Assessed: LH, H,, C, Sp, G, Sa, CC
Assessor:
The R Bird
Assessing Since:
2005
Assessing Base:
South Africa
Assessing Countries:
18
About This Assessor
Am privileged to travel worldwide staying at a variety of accommodation as part of a volunteer/social organisation which brings me in touch of local people sharing the same passion.
Assessor Background
Organiser of national, and local social events from 50 to 1000 people.
Sectors Assessed: LH, H, C, RC, AL, FM, Sp, G, Sa, CC
Assessor:
Fuji Friend
Assessing Since:
2006
Assessing Base:
Japan
Assessing Countries:
31
About This Assessor
Specialist assessor in Michelin restaurants throughout Asia.
Assessor Background
Professionally trained Chef who left the industry 20 years ago for a career in Building management
Assessor Likes
"Service that looks simple but is constructed by anticipatory service."
Assessor Dislikes
"Fake"
Most Surprising Experience Assessing
"Having toothpaste replaced without asking."
Sectors Assessed: LH, H, A Sa, CC
Assessor:
Ess
Assessing Since:
2015
Assessing Base:
England
Assessing Countries:
15
About This Assessor
Business owner and lover of road trips!
Assessor Background
Working in and staying in hotels for over 15 years! I love the hospitality industry and developing businesses so assessing brings the best of both worlds!
Assessor Likes
"Quirky decor / architecture and more individual style in the hotels. "
Assessor Dislikes
"The spa treatment ending!"
Most Surprising Experience Assessing
"One lady calling the assessor a liar! That was interesting! "
Sectors Assessed: LH, H, A, R, PMC, C, Sp, G, Sa, CC
Assessor:
Eclipse150
Assessing Since:
2003
Assessing Base:
UK
Assessing Countries:
43
About This Assessor
International Airline flying crew. I have done so for nearly 30 years. I’ve undertaken various roles within the airline, ranging from recruitment to training, promotional tasks to Senior crew. I've been lucky to have travelled extensively and stay in some of the worlds best/well known hotel chains.
Assessor Background
Family lives in Paris
Assessor Likes
"Travel, Airline industry, Cruise industry, music, cinema, theatre, socialising with friends, food, retail therapy, Spa treatments, languages, cats, current affairs, politics, Christmas and summer evenings. "
Assessor Dislikes
"Sport, Jazz, Acapella, computer games, magicians, lateness and smoking, "
Most Surprising Experience Assessing
"Broken reading glasses repaired without asking."
Sectors Assessed: LH, H, A, R, AL, FM, T, TC, C, Sp, G
Assessor:
Mrs Ozzie
Assessing Since:
2004
Assessing Base:
Australia
Assessing Countries:
31
About This Assessor
A methodical and detailed observer.
Assessor Background
A Maths Senior lecturer who has assessed almost all areas of hospitality
Assessor Likes
"Simple caring hospitality"
Assessor Dislikes
"Over fussy"
Most Surprising Experience Assessing
"Observing a hotel receptionist checking a guest out being paid in cash and putting it in her handbag blatantly."
Sectors Assessed: LH, H, A, R, PMC, C, RC, AL, FM, T, CC
Assessor:
All Round Good Egg
Assessing Since:
2017
Assessing Base:
England
Assessing Countries:
34
About This Assessor
Loves good customer service, friendly but unobtrusive employees, and is overall interested in business.
Assessor Background
Former professional dressage rider. Loves horses and all things four legged. Supports animal welfare charities. Taken six months off to travel round the Pacific Rim in 1999.
Assessor Likes
"Warm, open, helpful service where the employee is genuinely interested in you as a person. Excellent food that is not overly fussy or pretentious."
Assessor Dislikes
"Employees that make it clear that “money talks” and if it isn’t talking, they can’t be bothered. "
Most Surprising Experience Assessing
"Being told that the gas was off in the kitchen and I would have to walk down the road to the local pub to get my dinner"
Sectors Assessed: LH, H, A, R, PMC, FM, T, TC, C, Sp, G, Sa, CC
Assessor:
Eagle Eyed
Assessing Since:
2008
Assessing Base:
UK
Assessing Countries:
20+
About This Assessor
Eagle eyed and discreet. Interested to see the changes that take place in the hospitality industry regarding the future use of plastics.
Assessor Background
Many years working in the Research industry
Assessor Likes
"Feeling valued as a customer without it being forced or superficial. Likes walking, holidays. Good food and good company."
Assessor Dislikes
"Rudeness"
Most Surprising Experience Assessing
"Bathroom panel which could slide back from the bedroom and provide a view of the bathroom occupant!"
Sectors Assessed: LH, H, A, R, PMC, C, RC, AL, FM, T, TC, C, Sp, G, Sa, CC
Assessor:
Trencherman
Assessing Since:
2005
Assessing Base:
England
Assessing Countries:
6
About This Assessor
A Mystery Partnership assessor for many years, with experience of providing detailed critiques of customer service standards measured against key assessment criteria. Much experience of assessing hospitality at Michelin Star and similar levels, at home and abroad.
Assessor Background
Professionally an assessor of Director and Senior Managers’ leadership and influencing skills, based on evidence identified from observation of behaviours, personality questionnaires and aptitude tests, and measured against key competencies required of each senior role.
Assessor Likes
"Enthusiasm and dedication in hospitality providers."
Assessor Dislikes
"Hotels where background ‘music’ is at odds with the ambience they are trying to create."
Most Surprising Experience Assessing
"Returning to our room to find our luggage and possessions had been moved without our knowledge. Thought it was a University joke!"
Sectors Assessed: LH, H, A, R, PMC, C, RC, AL, FM, CC
Assessor:
The Owl
Assessing Since:
2012
Assessing Base:
UK
Assessing Countries:
32
About This Assessor
Late 30s, has an eye for intricate detail and a memory like an elephant.
Assessor Background
A background in marketing, banking and then hospitality quality assurance
Assessor Likes
"People taking pride in hospitality "
Assessor Dislikes
"People not caring"
Most Surprising Experience Assessing
"Staying in a £1500 suite which was above a club that kept playing loud music into the night "
Sectors Assessed: LH, H, A, R, TC, C, Sp, G, Sa, CC
Assessor:
Blodwen
Assessing Since:
2000
Assessing Base:
UK
Assessing Countries:
20+
About This Assessor
Enjoys keeping fit and a healthy lifestyle. Travels extensively for pleasure.
Assessor Background
HR Director for a multi-national company for 6,000+ employees, initiated and drove a programme of change management, cultural change and organisational development.
Assessor Likes
"Enjoy assessing in a variety of Hotels and understand the importance of approaching without preconceptions and keeping an open mind at all times."
Assessor Dislikes
"Not being acknowledged with a greeting or at the very least a smile in any customer focused industry. A smile costs nothing."
Most Surprising Experience Assessing
"You don’t always get what you expect in all walks of life!"
Sectors Assessed: LH, H, A, FM, T, TC, C, Sp, G, Sa, CC
Assessor:
Happy Shopper
Assessing Since:
Long time ago
Assessing Base:
UK
Assessing Countries:
20+
About This Assessor
Passionate about customer service and shopping in equal measure!! Loves to travel and experience different cultures. Loves meeting new people and enjoys a wide circle of friends. Loves chocolate- any kind- just as long as it’s chocolate!
Assessor Background
Career in leadership roles.
Assessor Likes
"Excellent customer service, personal touches such as remembering names etc."
Assessor Dislikes
"Rude people particularly those who treat others with a lack of respect and those who show an intolerance for anyone who is different to themselves."
Most Surprising Experience Assessing
"Finding an unwanted personal item in the room- I won’t go into detail- it would be too gross for some- just use your imagination!! "
Sectors Assessed: LH, H, A, R, PMC, C, RC, AL, Sp, G, Sa, CC
Assessor:
Agent L
Assessing Since:
2010
Assessing Base:
London. UK
Assessing Countries:
18
About This Assessor
Passionate about high quality customer service and high end food and wine experiences. Also love recognising the “unsung” heroes behind every cog that makes the whole experience at the hotels 5 star.
Assessor Background
Due to profession I’m constantly in assessment mode (not always a good thing!) and keeping attention to detail. Having a father who’s is a chef and mother who was a restaurant owner I have a fascination with culinary experiences.
Assessor Likes
"High quality hospitality and friendliness of staff making the guests feel welcome makes any stay so much better and longer lasting memories."
Assessor Dislikes
"Amount of wastage by guests and hotels re food and plastic packaging "
Most Surprising Experience Assessing
"How beautiful the hotel was in Ukraine given how eye opening the airport and journey to the hotel was!"
Sectors Assessed: LH, H, AL, FM, T, TC, C, Sp, G, Sa, CC
Assessor:
Butterfliesing
Assessing Since:
2001
Assessing Base:
England
Assessing Countries:
14
About This Assessor
Keen cook and enjoys the challenge of creating diverse fresh food from across the globe, at present on Korean recipes. When not cooking, I love visiting food festivals!
Assessor Background
I was introduced by an ex colleague who had a great love of research. I’ve greatly enjoyed the research too and works with my busy diary.
Assessor Likes
"I like a home from home feel."
Assessor Dislikes
"Bills that aren’t detailed Waiters that interrupt conversations to ask how you are doing, multiple times."
Most Surprising Experience Assessing
"Being told by a staff member they were expecting a mystery the day after I left the hotel"
Sectors Assessed: LH, H, A, R, PMC, C, RC, AL, FM, T, TC, C, Sp, G, Sa, CC
Assessor:
High Life
Assessing Since:
Probationer
Assessing Base:
UK
Assessing Countries:
20+
About This Assessor
Love to visit different places and have new experiences – a real passion for food and finding places that are truly authentic.
Assessor Background
Expertise of over 35 years of quality assurance.
Assessor Likes
"Travel and new experiences
Great travel books "
Assessor Dislikes
"Those who think they are better than others !"
Most Surprising Experience Assessing
"The minute size of a very expensive London hotel room."
Sectors Assessed: LH, H, Sa
Assessor:
The Old Brigade
Assessing Since:
20+ Years
Assessing Base:
UK
Assessing Countries:
7
About This Assessor
Professional Company Director with a range of experience in Industries as varied as Engineering to Charity sector
Assessor Likes
"Small touches of service"
Assessor Dislikes
"Ageism"
Most Surprising Experience Assessing
"Being remembered (Via Guest history) from a visit to a sister hotel 8 years after original visit."
Sectors Assessed: LH, H, A, R, PMC, C, RC, AL, G, Sa, CC
Assessor:
Atalanta
Assessing Since:
2011
Assessing Base:
South Africa
Assessing Countries:
50 Overall
About This Assessor
Staying in hotels with no stars to 5 stars and try to recognise employees who really make a hotel stay pleasurable and memorable and go the extra mile. I love being made to feel special and recognise the hospitality stars who make that happen.
Assessor Background
10 years working in international emergency relief in Africa, 20 years working in corporate and government in the UK, and 10 years as an entrepreneur in South Africa.
Assessor Likes
"Staff who retain their individuality, whilst working in the hospitality sector."
Assessor Dislikes
"Finger prints on glasses. Dirty trays left in hallways."
Most Surprising Experience Assessing
"Assessing one hotel with my student son …within an hour of arrival all the hotel staff seemed to know him, and greeted him by name."
Sectors Assessed: LH, H, A, R, AL, FM, T, TC, C, Sp, G, Sa, CC
Assessor:
Balancing Hands
Assessing Since:
1996
Assessing Base:
UK
Assessing Countries:
36
About This Assessor
Experienced Assessor.
Assessor Background
Detailed widely travelled Assessor who also is involved in training and development of less experienced Assessors and recruitment.
Assessor Likes
"River cruising through European large lock systems."
Assessor Dislikes
"Spa therapists who lack connection with their clients."
Most Surprising Experience Assessing
"Being informed by a Room attendant that they thought the guest in the next room was a Mystery Guest in the next room!!"
Sectors Assessed: LH, H, A, R, PMC, C, RC, AL, FM, T, TC, C, Sp, G, Sa, CC
Assessor:
Ma Baker
Assessing Since:
2008
Assessing Base:
England
Assessing Countries:
I have travelled comprehensively throughout the UK and much of Europe, visited parts of the US and Canada, and lived in Paris for several years
About This Assessor
A real foodie who loves to describe dishes
Assessor Background
Varied background, including catering and hospitality, and currently work in artisan bakery.
Assessor Likes
"To see staff members genuinely enjoying their work."
Assessor Dislikes
"Restaurant menus that promise much but deliver little."
Most Surprising Experience Assessing
"Not surprising but perhaps the most magical (and chilly!) – sitting in the outdoor pool as snowflakes fluttered down."
Sectors Assessed: LH, H, A, R, PMC, C, RC, AL, C, Sp, G, Sa, CC
Assessor:
Slap Head
Assessing Since:
Assessing in the Police service for many years in Promotion boards
Assessing Base:
UK
Assessing Countries:
Previously in Royal Navy!!
About This Assessor
Friendly Honest and Reliable
Assessor Background
Service previously in the Royal navy and Police service.
Assessor Likes
"All the goods Food Service and staff."
Assessor Dislikes
"Luke warm food"
Most Surprising Experience Assessing
"Aqua aerobics session being the only male with large group of scantily dressed females."
Sectors Assessed: LH, H, A, R, PMC, C
Assessor:
The D Bird
Assessing Base:
South Africa
Assessing Countries:
30
About This Assessor
Professionally and personally privileged to travel worldwide staying at a variety of accommodation. Also, part of a volunteer/social organisation brings me in touch of local people.
Assessor Background
IT professional, organiser of national, and local social events from 50 to 1000 people.
Assessor Dislikes
"Too much formality, being treated like a trespasser, noisy environment"
Sectors Assessed: LH, H, A, R, T, TC, C, Sp, G, Sa, CC
Assessor:
Big G
Assessing Since:
1994
Assessing Base:
UK & South Africa
Assessing Countries:
41
About This Assessor
One of the Originals! Therefore quite old. Has a passion for the hospitality industry in all its forms around the world. Loves to recognise the real hospitality stars that work hard in every hospitality business.
Assessor Background
Hotel Management
Assessor Likes
"Genuinely friendly relaxed service, that makes you feel like you are staying at a friends house for the weekend."
Assessor Dislikes
"Spa paper underwear."
Most Surprising Experience Assessing
"Arriving at an airport in Ukraine to be told to find your own suitcase from a pile of suitcases dumped on the runway. (Business class flight!) "
Sectors Assessed: LH, H, A, R, PMC, C, RC, AL, FM, T, TC, C, Sp, G, Sa, CC
Assessor:
Barmag
Assessing Since:
2006
Assessing Base:
UK
Assessing Countries:
58 at the last count!
About This Assessor
A couple who just love to travel and meet new people
Assessor Background
Retired lawyer with an eye for detail. Not fazed by long reports! Tries not to be pedantic!
Assessor Likes
"Anticipating the guests’ needs"
Assessor Dislikes
"Pretentious fussiness. Petty house rules, and insults to the intelligence generally."
Most Surprising Experience Assessing
"Finding ourselves in the room next to someone unrelated, but with the same last name. This led to our requests and room service orders being confused throughout the stay. Turns out he was a famous (and not particularly modest) British Airways captain who made the headlines some years later when he ‘saved’ a jumbo jet from certain disaster."
Sectors Assessed: LH, H, A, R, PMC, C, RC, AL, FM, T, TC, C, Sp, G, Sa, CC
Assessor:
Leo the Lion
Assessing Since:
2008
Assessing Base:
England
Assessing Countries:
12
About This Assessor
After years of experience conducting mystery shops in the retail and dining worlds I branched in to hotel assignments in 2008. Have enjoyed it immensely so far.
Assessor Background
I work in the Water Industry Managing customer experience.
Assessor Likes
"When somebody adds small touches with their genuine nature and personality. "
Assessor Dislikes
"People who blag or lie when asked a question. If you don’t know the answer stay calm, be honest and find the answer out. "
Most Surprising Experience Assessing
"A free rubber duck in a hotel."
Sectors Assessed: LH, H, A, R, PMC, C, RC, AL, FM
| Hospitality Sectors Key | |
|---|---|
| Luxury Hotels | LH |
| Hotels | H |
| Airline | A |
| Restaurant | R |
| Private Members Clubs | PMC |
| Cruise | C |
| River Cruise | RC |
| Airline Lounge | AL |
| Facilities Management | FM |
| Tour company | T |
| Travel company | TC |
| Casino | C |
| Spa | Sp |
| Gym & Fitness | G |
| Safari | Sa |
| Conference Centre | CC |