About Us

Who We Are

At H.M.S.S., we believe that luxury is more than a standard — it’s an art. Our discreet, highly-trained mystery shoppers evaluate service quality, operational excellence and the overall guest experience to help elite hospitality brands continually raise their standards.

Our Promise

Confidentiality. Precision. Partnership.

We are committed to protecting your brand’s reputation while delivering sharp, actionable insights tailored to your unique vision.

SERVICES

Full-Propery Mystery Shopper Visits

We conduct comprehensive, discreet evaluations across your entire hotel or resort — from arrival to departure — providing a complete picture of the guest experience.

Spa Evaluations

Our trained shoppers experience and assess your spa services to ensure alignment with luxury wellness expectations, from treatments to ambiance and guest care.

Fine-Dining Evaluations

We assess every aspect of your fine dining experience, including service quality, menu presentation, sommelier expertise and overall ambience, to ensure world-class culinary excellence.

Fitness Centre Evaluations

We review your fitness facilities and services, evaluating cleanliness, equipment quality, customer service and wellness programming to match luxury guest expectations.

TRAINING AND DEVELOPMENT PROGRAMMES

Training Programmes

Customised workshops are designed to address service challenges identified during mystery shopping assessments, helping your teams refine and elevate their skills.

Train-the-Trainer Courses

Empowering your internal leaders to sustain high service standards by providing them with effective coaching techniques and training strategies tailored for the luxury hospitality environment.

Emotional Intelligence Training

Specialised programs that enhance staff emotional intelligence, improving guest interactions, conflict resolution and team dynamics — key elements for delivering memorable, personalised luxury service.