HQ Theatres’ Hospitality Director, Mark Hollington, tells Ensemble about the company’s Mystery Guest programme.

In December, at HQ Theatres we relaunched our Mystery Guest programme. Each of our venues receive an unannounced visit every month which results in a supportive report and score detailing the visitors’ experiences and feedback.

The Mystery Guest report looks at the entire guest journey from booking tickets through to arrival experience, dining in our restaurants, using bars and facilities and the farewell.

We use the feedback and scoring criteria to highlight what we do well, where we can improve and how we can continue to widen our guests needs. Also, how we can align and adapt our service to meet their expectations and deliver a truly memorable guest experience.

HQ Theatres venues are fiercely competitive too! Venues who receive a ‘Perfect Venue’ 100% score win the ‘Fun Fund’ for team rewards! Individually, our Mystery Guests are asked to look out for examples of guest service which is beyond their expectations and leaves a lasting impression on them. Team members can be identified as the ‘Star of the Show’ and be rewarded for their efforts.

In December, we’ve had some outstanding scores including one ‘Perfect Venue Award’ and an amazing FIVE Star of the Show Awards!

Here is a summary of the December results:
Palace Theatre – 100% – PERFECT VENUE AWARD!
Wycombe Swan – 99%
New Theatre – 95%
G Live – 94%
Wyvern Theatre – 92%
Orchard Theatre – 87%
Lyceum Theatre – 87%
Beck Theatre – 82%
Arts Centre – 80%
Cliffs Pavilion – 79%
White Rock – 77%
Churchill Theatre – 77%

A huge congratulation to our ‘Star of the Show’ team members:
Janet Wallis – The Palace Theatre
Dean Washington – Crewe Lyceum
Dani Law – Swindon Arts Centre
Matthew Wood – Orchard Theatre
Melissa Dobson – Beck Theatre

Well done to these team members whose guest service was exemplary and made such an impression that they were mentioned by name as Star of the Show! Venue teams are working hard to deliver fantastic experiences at the busiest time of year under difficult circumstances.

Online, we received over 900 guest reviews averaging 4.45 / 5. Additionally, an incredible 6,528 guests took the time to complete post-visit feedback and help us succeed – what a great opportunity that has given us to learn from such a wealth of insight.

Watch out for more insights into our Reward & Recognition scheme as our Applause Cards flood into venues and into use in January!