PROJECT REPORT

ON

MYSTRY AUDITING IN HOSPITALITY SECTOR

IN MYSTRY SHOPPING SERVICES PVT. LTD.

Submitted
In partial fulfillment for the requirement of

BACHELORS OF BUSINESS ADMINISTRATION

[2014-2017]

Submitted to: Submitted by:

Ms.Anju Poonia Priyen Shalyan
{Project Guide} Enroll No:08950601714

NEW DELHI INSTITUTE OF MANAGEMENT

61,Tughlakabad Institutional Area, New Delhi-110062

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CERTIFICATE

This is to certify that Priyen Shalyan, a student of the Bachelor of Business Administration
(BBA) (I.P. UNIVERSITY), has prepared his training Report entitled Mystry audit in
Hospitality sectorat <Mystry shopping services pvt. Ltd.>, under my guidance. He has
fulfilled all requirements leading to award of the degree of MBA (Industry Integrated). This
report is the record of bonafide training undertaken by him and no part of it has been submitted to
any other university or Educational Institution for award of any other degree/diploma/fellowship
or similar titles or prizes.

I wish him all success in life.

CORDINA

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 ACKNOWLEDGEMENTS

The successful completion of any project is always a consequence of

teamwork and the guidance of a number of people involved, I had the good
fortune of working with a wonderful group of people whose varied
experience, kind help and advice has been a great help in the completion of
my report. I am greatly indebt and would like to express my sincere thanks
to one and all.
I like to express my sincere thanks to ANJU MAAM for his valuable
help and guidance.
I like to thank my All Faculty Member of NDIM whos guided to me
and also his support was always behind me.
I also like to thanks all the concerned staff of the MSSPL Pvt. Ltd
for their co-operation in the completion of my project work successfully.
Last but not the least I also like to thank my family members and
friends whose moral support and best wishes are always behind me.

Place: PRIYEN SHALYAN

Date:
Roll No.

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 CONTENTS:

CHAPTER 1: INTRODUCTION
1.1 General introduction about the sector.
1.2 Industry Profile.
a. Origin and development of the industry.
b. Growth and present status of the industry.
c. Future of the industry.
CHAPTER 2: PROFILE OF THE ORGANISATION
2.1 Origin of the Organization.
2.2 Growth and development of the Organization.
2.3 Present status of the Organization.
2.4 Functional Departments of the Organization.
2.5 Organization structure and Organization chart.
2.6 Product and Service profile of the Organisation / Competitors.
2.7 Market profile of the organization.
CHAPTER 3: DISCUSSIONS ON TRAINING.
3.1 Students work profile (Roles and Responsibilities), tools and techniques used.
3.2 Key learnings.
CHAPTER 4: STUDY OF SELECTED RESEARCH PROBLEM
4.1 Statement of research problem.
4.2 Statement of research objectives.
4.3 Research design and methodology.
CHAPTER 5: ANALYSIS
5.1 Analysis of data.
5.2 Summary of findings.
CHAPTER 6: SUMMARY AND CONCLUSIONS
6.1 Summary of learning Experience.
6.2 Conclusions and Recommendations.
APPENDICES
BIBILOGRAPHY

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 CHAPTER-1

INTRODUCTION
1.1- GENERAL INTRODUCTION ABOUT THE SECTOR

MSSPL has experience with all major regional and international hotel management
companies. We understand management company branding, qualifications and
capabilities, contractual options and positions, management contract formats, operator
fees and performance criteria, and systems to oversee and reward operator performance.
On behalf of owners, we employ a systematic approach for placing the hotel management
contract opportunity. This process streamlines the complex process and maximizes the
benefit for the property owner. Specifically, we provide expert, qualitative assessments
on:

1. the reputation with the public as well as other owners and lending institutions;

2. the appropriateness of the brands for the property;

3. the scope of their regional and international operations and sales and marketing
systems;

4. the services offered;

5. their ability to maximize performance and cash flows;

6. their likely flexibility in negotiating specific contract provisions;

7. and their perceived sensitivity and responsiveness to the goals of owners and
developers.

More importantly, we provide an informed review of the key commercial contract terms
and can negotiate a successful contract conclusion on behalf of or in support of owners.

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Understanding that many commercial terms have far reaching implications beyond the
management fee structure, we benchmark the contracts according to established industry
standards. Examples of management contract issues covered include:

1. control over important areas of the management of the hotel including budgets,
capital expenditure, appointment of key managers, and renovations;

2. the flexibility to liquidate investments in the property;

3. performance objectives to be met by the operator;

4. term of the contract, including renewal and termination;

5. technical services and fees;

corporate marketing and service expenditure requirements

Our team produced valuable relationships as a result of successful solutions provided to

our esteemed clients. Our focus is to visibly improve the performance of our client by
evolving resources, assets (both movable & immovable), strategies & processes and
enhance management systems. We work with our clients to fully understand their
business and provide tailor made solution to their Business & Management challenges
and responding to opportunities that enhance performance.

MSSPL is a purely professional organisation run by expert managers who ensure that
your business develops and succeeds. We take care of every aspect from start to finish
and devote our fullest attention to your best interests

Our Corporate Objectives

To be a highly professional organization providing superior quality Business &

Management solution service to our clients.

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 To improve the performance and maximize the growth potential of our client

To create innovative services in an efficient and responsive manner to meet client

satisfaction.

To uphold professionalism, credibility and confidentiality through honesty and

integrity

Customer Experience Management uses a combination of the following tools:

Mystery Shopping (customer experience evaluations)

Customer & Staff Satisfaction (regular independent surveys)

Operation Audits (detailed operational evaluations)

Best Practice Management (tools to share internal knowledge)

Competitive Benchmarking (regular progress tracking)

Ultimately, we fill the gap between customer's experiences and their expectations.
You know how good you want it to be
You know how good you have asked for it to be
But is that quality of service being delivered to your customers?
Mystery Shopping by MSSPL is a tried and tested measurement of the interface between
company and customer. It constitutes virtually the only constructive method of checking
that the standards of service set by you, are being delivered to your customers.

Choosing a Mystery Shopping Service provider can be a difficult decision at the best of
times. Making the correct decision is vital after all you want to work with a company
that really wants to make a difference.
We are absolutely besotted by the service we provide and go to extraordinary lengths to
make sure we give outstanding service and capture business intelligence that will give
you a real advantage in todays competitive world.

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 1. We offer our Risk Free Trial

2. MSSPL is the only company in its field to provide a Full Service Guarantee

3. Every member of our team of shoppers is trained and accredited by us.

4. We are recipient of the testimonials by prestigious organisations and FHRAI

(federation of Hotel & Restaurant Association of India)

5. We offer the customer insight to training solution

6. We pledge to match any Like for Like Mystery Shopping quotation

7. Be assured by our unique, tried and tested Program Development Process which
is designed to support you at every stage

8. Our 24/7 Web based Reporting System is advanced and proactive reportage
system

9. We use sophisticated research methods to focus on sales growth, customer

satisfaction and advocacy

INTRODUCTION TO HOSPITALITY SECTOR

Hospitality is all about offering warmth to someone who looks for help at a strange or

unfriendly place. It refers to the process of receiving and entertaining a guest with

goodwill. Hospitality in the commercial context refers to the activity of hotels,

restaurants, catering, inn, resorts or clubs who make a vocation of treating tourists.

With unlimited tourism and untapped business prospects, in the coming years Indian

hospitality is seeing green pastures of growth. Availability of qualified human resources

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and untapped geographical resources give great prospects to the hospitality industry. The

number of tourists coming to India is growing year after year. Likewise, internal tourism

is another area with great potentials.

Growth of Hospitality sector

Hotel Industry in India has witnessed tremendous boom in recent years. Hotel Industry is

inextricably linked to the tourism industry and the growth in the Indian tourism industry

has fuelled the growth of Indian hotel industry. The thriving economy and increased

business opportunities in India have acted as a boon for Indian hotel industry. The arrival

of low cost airlines and the associated price wars have given domestic tourists a host of

options. The 'Incredible India' destination campaign and the recently launched 'Atithi

Devo Bhavah' (ADB) campaign have also helped in the growth of domestic and

international tourism and consequently the hotel industry.

In recent years government has taken several steps to boost travel & tourism which have

benefited hotel industry in India. These include the abolishment of the inland air travel

tax of 15%; reduction in excise duty on aviation turbine fuel to 8%; and removal of a

number of restrictions on outbound chartered flights, including those relating to

frequency and size of aircraft. The government's recent decision to treat convention

centres as part of core infrastructure, allowing the government to provide critical funding

for the large capital investment that may be required has also fuelled the demand for hotel

rooms.

According to a report, Hotel Industry in India currently has supply of 110,000 rooms and

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there is a shortage of 150,000 rooms fueling hotel room rates across India. According to

estimates demand is going to exceed supply by at least 100% over the next 2 years. Five-

star hotels in metro cities allot same room, more than once a day to different guests,

receiving almost 24-hour rates from both guests against 6-8 hours usage. With demand-

supply disparity, hotel rates in India are likely to rise by 25% annually and occupancy by

80%, over the next two years. This will affect the competitiveness of India as a cost-

effective tourist destination.

To overcome, this shortage Indian hotel industry is adding about 60,000 quality rooms,

currently in different stages of planning and development, which should be ready by

2012. Hotel Industry in India is also set to get a fillip with Delhi hosting 2010

Commonwealth Games. Government has approved 300 hotel projects, nearly half of

which are in the luxury range. The future scenario of Indian hotel industry looks

extremely rosy. It is expected that the budget and mid-market hotel segment will witness

huge growth and expansion while the luxury segment will continue to perform extremely

well over the next few years.

Introduction to Organization

The MSSPL team produces valuable relationships as a result of successful solutions

provided to the esteemed clients. The focus is to visibly improve the performance of the

10
client by evolving resources, assets (both movable & immovable), strategies & processes

and enhance management systems. MSSPL works with the clients to fully understand

their business and provide tailor made solution to their Business & Management

challenges and responding to opportunities that enhance performance.

MSSPL is a purely professional organization run by expert managers who ensure that the

clients business develops and succeeds. It takes care of every aspect from start to finish

and devote the fullest attention to clients best interests

Corporate Objective

To be a highly professional organization providing superior quality Business &

Management solution service to our clients.

To improve the performance and maximize the growth potential of our client

To create innovative services in an efficient and responsive manner to meet client

satisfaction.

To uphold professionalism, credibility and confidentiality through honesty and

integrity.

To achieve and sustain superior financial returns.

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Service Profile

MSSPL -Unmatched Service, Experience and Satisfaction

MSSPL has gained a distinguished position in the Indian market delivering high-value

solutions; it could assist with all aspects of Real Estate Solutions, Merger and

Acquisition, Alliances & franchises, Hotel Management Contracts (HMC), Feasibility

Studies, Negotiation Consulting, Brainstorming - Generating Ideas. MSSPL is a

Business & Management Consulting/Advisory Company providing high quality Solution

driven Service & Strategy to clients in various sectors of the economy.

MYSTERY SHOPPING;

MSSPL helps in measuring and improving customer experiences. It operates in Urban as

well Rural India & Middle East helping global and national brands deliver quality

customer experiences. It helps in deriving customer loyalty and sales, by creating tailored

improvement solutions that deliver real results.

Customer Experience Management uses a combination of the following tools:

Mystery Shopping (customer experience evaluations)

12
 Customer & Staff Satisfaction (regular independent surveys)

Operation Audits (detailed operational evaluations)

Best Practice Management (tools to share internal knowledge)

Competitive Benchmarking (regular progress tracking)

Ultimately, we fill the gap between customer's experiences and their expectations.

You know how good you want it to be

You know how good you have asked for it to be

But is that quality of service being delivered to your customers?

Mystery Shopping by MSSPL is a tried and tested measurement of the interface between

company and customer. It constitutes virtually the only constructive method of checking

that the standards of service set by you, are being delivered to your customers.

Choosing a Mystery Shopping Service provider can be a difficult decision at the best of

times. Making the correct decision is vital after all you want to work with a company

that really wants to make a difference.

We are absolutely besotted by the service we provide and go to extraordinary lengths to

make sure we give outstanding service and capture business intelligence that will give

you a real advantage in todays competitive world.

1. Offer our Risk Free Trial

13
 2. MSSPL is the only company in its field to provide a Full Service Guarantee

3. Every member of our team of shoppers is trained and accredited by us.

4. We are recipient of the testimonials by prestigious organizations and FHRAI

(federation of Hotel & Restaurant Association of India)

5. We offer the customer insight to training solution

6. We pledge to match any Like for Like Mystery Shopping quotation

7. Be assured by our unique, tried and tested Program Development Process which

is designed to support you at every stage

8. 24/7 Web based Reporting System is advanced and proactive reportage system

9. MSSPL uses sophisticated research methods to focus on sales growth, customer

satisfaction and advocacy

On all the occasions when an organisation and a customer/guest interact, the

customer/guest experiences something about the organisation. Depending upon what

is experienced from each experience, customers/guests may alter their behavior in

ways that affect their individual profitability Sumesh Madan ED.

1.2 INDUSTRY PROFILE

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 A. ORIGIN AND DEVELOPMENT OF THE INDUSTRY

B. GROWTH AND PRESENT STATUS OF THE INDUSTRY

C. FUTURE OF INDUSTRY

B. Present status of the industry

MSSPL is the one of the most popular company of mystery auditing.
It provides the lot of mystery services like hotels, restaurant, retail store and so.

C.FUTURE OF INDUSTRY
1 Retail Eyes - The future of mystery shopping

Retail Eyes - High-Tech Mystery Shopping One of the World's most successful Mystery
Shopping Companies has now launched in the UK!

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Retail Eyes is currently looking for honest and responsible service auditors to evaluate
customer service and sales efforts for our clients. We hire real consumers, just like you,
all over the world, to act as eyes and ears for our clients.

You will visit locations as regular customers and evaluate the operation from a customer's
perspective. You will then rate the experience by signing on to our site and filling out a
straightforward questionnaire.

And the best bit? We actually pay you to eat great food and drink great beer! Simply click
on the link to find out more and register now

PROFILE OF THE ORGANIZATION

Functional Departments of the organization
Organization structure and organization chart
Product and Service profile of the organization Competitors
Market profile of the organization
Origin of the organization

Organization Structure

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CHAPTER 3

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 DISCUSSION ON TRAINING
3.1 STUDENT WORK PROFILE

The Job profile at which I joined the organization is that of the research analyst cum
Mystery Auditor.
As an Auditor analyst and as an auditors the main responsibilities to be performed were:

1. To coordinate with various Mystery auditors.

MSSPL not only sends the organizations employees for performing Mystery Audits, but
also external auditors i.e. people from outside who register with the organization. These
external auditors visit the place where the Mystery audit has to be conducted and later on
submit the reports of the whole Mystery audit. MSSPL reimburses the total expenditure
of the external auditor during the Mystery audit. As the external auditors are not the
employees of the organization, they are not familiar with the procedure and formats of the
mystery audit and need some one to guide through.
The report analyst is vested with the responsibility of communicating with the mystery
auditor. The analyst imparts the information regarding the areas the auditor has to study
during the audit, the areas which are of crucial importance and informs the auditor how
he has to send or submit the mystery audit report.
When the report format duly filled by the external auditor reaches the report analyst, he
has to ensure that they are crisp, to the point, logical and accurate. If any further
clarification is required, the analyst has to again communicate with the auditor. The
analyst re-evaluates each part of the questionnaire filled by the auditor through word and
excel.
Finally the report analyst has to build up a final consolidated report which contains the
score given by the auditor in percentage, represents the client organizations SWOT
analysis, edited narration of the whole mystery audit and auditor filled questionnaire in
support of report.

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At last the mystery auditor sends the report to the client.

2. Mystery Auditor

As a mystery auditor the responsibility includes not only making reports but also
performing the mystery audits.
Start by asking What will we do if we knew the answers?
Make sure the answers are actionable
Emphasis should be on reinforcing existing training, desired behaviors, and standards
compliance A mystery shopping program works best when it is not a mystery for
employees to know what is expected of them announce & promote the program in a
positive manner
Most shopping providers have candidates submit a detailed application, at no cost, and
match shoppers with assignments based on the demographic profile of their client
customers
There may be special requirements for the shop must wear glasses to complete an optical
shop
Shoppers may be qualified on the phone, via internet, or in person, and may often be
required to perform test shops to evaluate their skills before doing an actual assignment.

Mystery Shopping programs require a tremendous effort in recruiting, qualifying,

scheduling, training and managing shoppers
Individual shopper reports must be distributed, collected, and reviewed in a short time
frame.
It is not uncommon for shoppers to drop assignments during a shop period
Progress of each shopper in the field should be monitored to ensure timely reports
Hint: Establish early deadlines for completing reports.
Provide shoppers with specific shopping scenarios and clear written guidelines

.2 Key Learning

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From this audit I have learned what is the hotel services and how to manage
the hotel. It was very big experience for me .

Knowledge about Corporate world.

Knowledge of Market.
How to Interact and Handle Customer or Client.
Learned to work under manager.
Knowledge of working in a Organisation.
How to behave in a organization.
Consumer satisfaction.
Situation handling.
Knowledge of shipment.
Knowledge of product delievering.
Got other organisational links in market.
Puntuality in organization.
Leadership quality.
How to motivate the workers.
Documentation and billing works in office.

4.2 STATEMENT OF RESEARCH OBJECTIVES

Objectives of the auditing is finding the problem of hotel services as follows :

Auditor find the lot of problem there.

To find the by the hotel services customer satisfied or not.

To study the ways and means by which a company acquires the required data
necessary for new services.

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 To know the various steps involved in post marketing surveillance of a very
newly launched services in the company.

To study the prelaunch and post launch strategies of companies.

To analyze the role-played by the showroom in influencing the perception of the
customers.

4.3 Research design and methodology

In order to present the report as per the terms of reference, research study has been
undertaken in four phases.
i. Situation appraisal
ii. Desk research
iii. Field survey
iv. Analysis and report writing

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Sources of data
The secondary date for the present study has been collected from too many sources.
The major sources are mentioned below.
1) Various Newspaper and Magazine.
2) Company profile/report/records.
3) Internet (various websites).
4) External Guide

4.4 Limitation

Did not provides the more information about company.

They have given limited roles and responsibly to us.
Limited time period
Limited resources for project.
It is difficult to collect the information regarding the study.
It is difficult to get updated information
Difficult to verify the data.

CHAPTER-5

DATA ANALYSIS

5.1 Analysis of data

Introduction to Analysis.

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Data interpretation can be defined as applying statistical procedures to analyze specific
facts from a study or body of research. Data interpretation questions are a part of many
standardized tests.

Analysis is the most important aspect of research project. At this point, you have
collected a set of data that must now be turned into actionable information. The process
of analysis can lead to a variety of alternative courses of action. Mistakes during analysis
can lead to costly decisions down the road, so extreme caution and careful review must
be followed throughout the process. Carelessness during analysis can lead to disaster.
What you do during analysis will ultimately determine if your survey project is a
successful or not.

6.2 Summary of learning experience

From this training program I have learned lot of things. It was great experience of my

future.

How to distribute the Task.

How to handle the situation.

How to complete and fulfill the job.

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 By this training we have learned what is the time management

What is the hospitality management.

How to perform the job in different culture.

What is the hotel management.

What is hotels services.

We also learned that how to achieve the target in given period of time

I learned that how to handle the customer need and want in Retail sector.

6.2 Conclusions.

From this internship program I have get the lots of knowledge about corporate world and
Retail market. I have gained the lots of knowledge about the retail management,
hospitality management, exposure and so . How to handle the different situation and how
to overcome from that situation. Mainly I have learned how to satisfied the customer
MSSPL is a mystery audit company. there is my responsibility is auditing of retail stores
and hotels. And give the report to the reporter and also preparing the report It was great
exposure for me and my future.

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Recommendations

Company currently providing the services In domestic market it should enter in

the international market also.
Increase the verities of services..
Update the company website time to time.
Government should provide financial support to this type of industry.

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BIBLIOGRAPHY

1) www.mssplspace.com

2) www.google.com

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