Services
Guests judge a venue long before they sit down, and again as they leave. Our services cover each of these moments, separately or together.
Mystery guest audit
The mystery guest comes as an ordinary guest on agreed days and times and goes through the whole journey: welcome, seating or check-in, order, service, payment, farewell. Scoring follows your standard; the report has timed episodes, a timeline, photographs and the methodologist's recommendations. This is GOSTI's core service for restaurants, hotels and spas; in retail the same approach is called mystery shopping. The scenario is agreed at the briefing: a couple without a booking on a Friday, a business lunch, a hotel night with an early check-out.
Mystery calls
Many decisions are made by phone or messenger, before the visit. According to Caucasus Barometer 2021, 80% of internet users in Armenia use Viber and 62% WhatsApp. We check how quickly staff reply, whether they help guests choose, how they take and confirm bookings, what they offer when full. Scenarios are agreed at the briefing: a call to a hotel a week before arrival, an evening message to a salon, a banquet enquiry to a restaurant. The report shows how long the reply took, what was said and how it ended: a booking, a promise to call back or nothing.
Digital audit
We look at the venue as someone choosing where to go would: map listings, reviews and replies, the website, menus and prices online, booking buttons, opening hours. We find mismatches: the website price differs from the menu in the restaurant, maps show old opening hours, a review was answered a month later. Guests notice such details before they see your premises, and often go elsewhere because of them.
Service standards
If you have no standard or it is out of date, we help write one: service stages, target times, wording for the team, critical errors. Then we audit against it, so the team knows the rules it is judged by. The standard fits your format: a family restaurant, a boutique hotel and a resort spa have different stages and target times.
On request
Team training based on audit findings, and consolidated analytics for chains with venues in several cities. If you need either, describe the task at the briefing and we will discuss whether this format suits you.
You can start with any service. Most often the first step is a mystery guest audit: it shows the whole guest journey, and its findings reveal whether you need a mystery call, a digital audit or a new standard. We price each service and programme for the task after a short conversation.