Please allow me to introduce my firm and myself. My name is Kim Combs, the Director of Operations for Reflections: a new and innovative quality assurance service designed to provide your restaurants with a new concept in mystery shopping; one that partners with you to achieve optimal levels of guest satisfaction. We created our unique and highly effective approach to mystery shopping in order to provide your management team with accurate and timely feedback about the performance of your team. In this way, your surveys become powerful training tools that immediately enhance the quality of your food and service.
In today's highly competitive restaurant environment you cannot afford to neglect your most valuable asset: YOUR GUEST. And one of the best ways to gauge how you are performing from your guest's perspective is by conducting periodic mystery shops.
Each member of our team has significant restaurant experience and fully understands the level of service you wish to deliver to your guests. We begin by becoming intimately familiar with your company and its operating philosophy. Then, we tailor our surveys to meet your specific needs. We keep things on a very personal level with you and with our shoppers. Our extensive group of shoppers receives both written and verbal instructions. Each is closely monitored and their surveys carefully reviewed by our highly experienced team.
Upon completion of the assignment, the mystery shopper will complete a questionnaire that focuses on the key front-of-the-house areas: Restaurant Appearance, Greeting and Seating, Table Service, and Food and Beverage Quality.
We feel we can exceed your current expectations, whether it is the quality of the data, the flexibility of the reports, expertise in the food service field, or the excellent value we represent. Our focus is on giving you credible and timely information.
Personally, I was raised in the restaurant business (my parents owned and managed Harbor House Restaurant on Sanibel Island, Florida). Before entering the quality assurance business, I had eighteen years experience in restaurant management. I served the C.A. Muer Corporation, a major restaurant holding company in Michigan, for eight years. I then assumed the position of manager at El Coyote, a highly acclaimed Tex-Mex restaurant (Cincinnati). For seven years, I was responsible for all front-of-the-house operations. In 1996, I assumed a “Director of Operations” position with a mystery-shopping firm. In 1999 we opened our own mystery shopping company exclusively designed and geared toward the hospitality industry.
We would be honored to add you to our list of satisfied clients!
References happily provided upon request. If you have any questions or anything you wish to discuss, please feel free to call me personally at 1-503-928-6028. I look forward to the opportunity of working with you. Cordially, Kim Combs