Crowne Plaza


“I was very interested to get involved in working with Tern and gaining some further insights into my business through the use of mystery shopper reports. Whilst we are receiving great reviews about our customer service & quality following our guests stay, I was curious as to how well we were handling our customers prior to their arrival. It was certainly surprising to see the results. I have to say I was disappointed with how we were letting ourselves down and allowing potential business to slip through our fingers. The mystery shopper reports from Tern have meant that we have made some positive changes to our procedures and the management of leads & calls coming into the business. A winning solution.”

Lucja Leonard, General Manager, Crowne Plaza Edinburgh – Royal Terrace


Crowne Plaza is a chain of full service, upscale hotels catering to business travellers and to the meetings and conventions market. It forms part of the InterContinental Hotels Group family of brands, and operates in 52 countries. As at June 2013, the brand represents over 386 hotels globally in 52 countries with 107,380 rooms and an expanding 97 hotels in the pipeline.

The Proposal

The management team at the Crowne Plaza Edinburgh – Royal Terrace, headed up by General Manager, Lucja Leonard wanted to ensure that all their team felt able to do their best, achieve their goals and be recognised for their success. In order to achieve these standards it is necessary for all team members to stay One Step Ahead and create confidence, encourage success and make it happen.

Working closely with Crowne Plaza, Tern designed and implemented a multifaceted Mystery Shopping project including recorded telephone calls to enquire about conference facilities and a video mystery shopping programme to cover event booking show rounds.

The Results

The hotel has seen improved performance across all categories measured by the programme including the adoption of Crowne Plaza brand standards for meeting bookings and reservations. In addition they have implemented a set of best practice for event show rounds resulting in a significant improvement in conversion rates.

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