Elevating guest experiences, one invisible moment at a time.
In the hospitality world, every interaction matters. A single unfriendly check-in, a dusty corner, or a delayed response can shape the entire perception of a stay. Secret Pilot helps uncover those subtle touchpoints that determine guest satisfaction and long-term loyalty — from reception to room service, spa to housekeeping.
Guest expectations have changed. They’re not just comparing your hotel or resort to competitors — they’re comparing it to every great experience they’ve ever had. Hidden gaps in service consistency, SOP execution, or facility standards can silently erode your reputation and hotel star ratings. Our audits are designed to identify what’s working and what’s quietly failing.
Front desk attitude, efficiency, and responsiveness
Housekeeping quality, discretion, and timing
Food & Beverage service flow and guest interaction
Spa or fitness center professionalism and hygiene
Cleanliness of public spaces and high-touch areas
Reservation and check-in/check-out processes
Uniform compliance and staff presentation
Upselling and guest experience personalization
Complaint management and follow-through
Brand standard (SOP) compliance
We send trained evaluators posing as real guests — staying overnight, dining, asking questions, and noting everything from body language to maintenance issues. Our reports don’t just give you scores — they give you perspective.
"Some of the most damaging routines are those your team stopped noticing."
Founders:
Avetis & Emma
How do you evaluate service across multiple departments?
We tailor our audit to include every department relevant to the guest journey — from check-in and housekeeping to dining and concierge services. Evaluators assess real-time interaction and flow.
Can you assess multi-property or franchise consistency?
Yes. Our system allows benchmarking performance across locations, shifts, and even countries, with side-by-side data and custom indicators.
What about staff knowing they’re being evaluated?
Evaluators operate with full anonymity, ensuring authentic service is observed — no scripted behavior, no staged excellence.
Do you consider our internal SOPs during the audit?
Absolutely. If you share your brand standards or SOPs, we align our evaluations to measure compliance and execution fidelity.
Will I get a certificate or summary to show staff?
Yes. We provide a results-based summary with optional certification and visual badges/stickers that can be used internally or on digital platforms.