**Inside the World of Luxury Hotel Inspectors: A Glimpse Into Their Glamorous Yet Grueling Job**
Mystery shoppers are everywhere, quietly evaluating everything from casino buffets to car washes. But a select few have a far more glamorous task: inspecting the world’s most luxurious hotels. These elite hotel inspectors are paid to tour cheese cellars, relax by infinity pools, and assess the fluffiness of down comforters in some of the most exclusive destinations on the planet. Despite the rise of influencers and crowdsourced reviews on platforms like Tripadvisor, a handful of companies still employ full-time inspectors to ensure the highest standards are met. These professionals can’t accept freebies, must remain anonymous, and have all their expenses covered.
One of the most established organizations in this field is the **Forbes Travel Guide**, which employs over 100 inspectors to evaluate hotels, spas, restaurants, and even cruise ships against nearly 900 objective standards. These inspectors travel to high-end properties, such as private island resorts in the Maldives or $2,500-a-night suites at the Aman in Tokyo. We spoke with a Forbes inspector who has spent two decades vetting accommodations for the world’s wealthiest and most discerning travelers.
### What Does It Take to Become a Hotel Inspector?
To land this job, candidates typically need an extensive background in hospitality. Our interviewee worked as a restaurant hostess, hotel front-desk clerk, and operator at a small hotel, gaining experience at both mid-tier and upscale properties over a decade. The interview process is thorough, including a test where candidates must evaluate a hotel breakfast, noting everything from the host’s grooming to the speed of service and the quality of the food. Attention to detail and the ability to articulate experiences are crucial.
Training is extensive, lasting three to six months. It starts with classroom sessions on standards, followed by on-site training with a mentor, and finally shadowing an experienced inspector. Even after training, the standards evolve. For instance, when the inspector first started, there was a standard for how quickly a fax could be delivered to a room—something that would now give away their identity.
### The Inspection Process
The inspection begins long before the inspector arrives at the hotel. It starts with the reservations call, where they assess the greeting, tone, and professionalism of the staff. Upon arrival, they observe everything from how the valet and bellmen behave to the cleanliness of the lobby. Inspectors look for proactive service—if staff suddenly stand up straight when a guest arrives, that’s a missed standard.
Once inside, the inspection follows a series of checkpoints. This includes in-room dining, dining at the hotel’s restaurant, testing the bar and lounge, and making calls to housekeeping for services like laundry or forgotten toiletries. Inspectors even go so far as to spill something on their clothes just to test the laundry service. A typical inspection lasts two to three nights, and the sequence of steps is deliberately mixed up to avoid detection.
### What Are They Looking For?
Inspectors evaluate hotels on nearly 900 standards, including timing. For example, if a phone call rings more than three times, it’s considered a delay. Room service delivery must adhere to a quoted time with a five-minute grace period. Inspectors also check the cleanliness of the room, from water spots on faucets to dust on surfaces. They assess the quality of uniforms, the ambiance of the restaurant, and even the paper quality of the menu.
While the standards may seem stringent, they’re designed to ensure the highest level of service and personalization. Contrary to popular belief, inspectors don’t use tools like blue lights to check for cleanliness, as seen in movies like *Ocean’s Eleven*.
### Evaluating Spas and Other Amenities
Inspecting a spa may sound like a dream, but it’s still work. Inspectors stay alert during treatments, listening for hallway noise and assessing how well the therapist explains the service. They also evaluate whether there’s too much or too little conversation during the treatment.
### Signs of a Top-Notch Hotel
According to the inspector, the best hotels stand out through consistency and attention to detail. They invest in both their staff and their furnishings, fixtures, and equipment (FF&E). A well-maintained lobby, free of fingerprints and clutter, is a good sign. Hotels that offer a true sense of place—whether through décor, scent, or ambiance—also tend to excel. For example, a hotel in Hawaii should feel distinctly Hawaiian, not like a generic property that could be anywhere.
### Maintaining Anonymity
Inspectors always prepare a cover story to maintain their anonymity. They think about the type of guest they’re portraying—whether a business traveler or someone celebrating a special occasion—and adjust their behavior accordingly. This includes dressing the part and even leaving out birthday cards if they’re pretending to be on a celebratory trip. While they don’t wear disguises, they’re always ready to blend in.
### Challenges of the Job
Despite their best efforts, inspectors sometimes get outed. If this happens, the evaluation is redone, which can be costly. Inspectors must also be prepared to travel extensively, spending about 100 days a year on the road. Senior-level inspectors earn between $75,000 and $80,000 annually, while entry-level positions pay around $60,000 to $65,000.
### The Art of Taking Notes
Inspectors take detailed notes without blowing their cover. They often use their phones or notebooks, but they’ve also gotten creative, writing in books or on bookmarks. They take photos of everything except the spa, documenting the room before and after housekeeping, as well as their meals and drinks.
### Handling Service Mishaps
While inspectors don’t set up negative situations, they do observe how hotels handle service recovery. In one instance, the inspector’s in-room dining order was spilled all over the floor, and while the meal was replaced, it arrived an hour late with no further apology.
### The Impact on Personal Travel
Being a hotel inspector has made it difficult to turn off the critical eye, even during personal travel. The inspector admits that their standards have become very high, and they often notice details that others might overlook. Even their children have become adept at evaluating hotels.
### From Hotel Worker to Permanent Guest
Having worked in hotels, the inspector understands the pressure staff feel when they suspect they’re being evaluated. They take care to ensure their reports are accurate and fair, knowing that staff members’ livelihoods are at stake. One of the inspector’s favorite parts of the job is highlighting standout employees in their reports.
### Have They Ever Been Outed?
In the inspector’s own words: “I have not. I’m just that good.”
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This article offers an inside look at the world of luxury hotel inspectors, revealing the meticulous standards they uphold and the challenges they face in maintaining their anonymity. Despite the glamorous settings, the job requires a sharp eye for detail and a deep understanding of hospitality.
Source: nymag.com