Abstract:

Mystery shopping is one of the methods by which the service owner (hotel, restaurant, spa hotel) can determine the quality of services offered. Assessing services using questionnaires of mystery service visitors (shoppers) and their subsequent evaluation allows him to evaluate which part of his premises is of good quality, where something is wrong and thus may enhance the quality of his establishment by his own activity. But there is still another parameter, sociology. Using mystery shopping, regional or even national organizations may determine the status of their service sector. To enhance quality in tourism of a region, for instance. The students of the College of Business and Hotel Management, guided by pedagogues, drew up a mystery shopping questionnaire which focuses on restaurant premises in the South-Moravian Region and subsequently made mystery controls as shoppers. This paper introduces the principles of mystery shopping and the results of the shoppers´ activities.