Hotel Mystery Shopper Checklist

• Conducted on

  Date

• Prepared by

• Location
  Address

• Thank you for partaking in this mystery shopper audit.
  
  The primary purpose of this audit is to create an unbiased platform to monitor customer service levels and ensure that brand standards and polices are being adhered to across all departments within this hotel.
  
  This application allows you to take notes after each question and/or take photos where required. We encourage you to be as detailed as possible.
  

Arrival Experience

• Were you greeted upon arrival to the building (ie. met on drive out the front of the hotel)?<br>

  Yes

  No

  N/A

• Was assistance with luggage offered?<br>

  Yes

  No

  N/A

• Upon check in, were the hotel facilities explained?

  No

  Some

  All

• Was your check in warm and welcoming?

  Yes

  No

  N/A

• How would you rate your arrival experience on a scale of 10, with 10 being fantastic?

• Notes on Arrival Experience

Room Experience

• Did your room feel clean on initial entry?<br>

  Yes

  No

  N/A

• How would you rate the condition of the furniture and fixtures in your room?

• Was your room free from dust?<br>

  Yes

  No

  N/A

• Was your bathroom free from hair and debris?<br>

  Yes

  No

  N/A

• Was the bed linen of high quality and free from hair and/or debris?<br>

  Yes

  No

  N/A

• Were the window dressings clean and in good condition?<br>

  Yes

  No

  N/A

• Were the floors in your room clean, free of debris and in good condition?<br>

  Yes

  No

  N/A

• Was the internet connection process user friendly?

  Yes

  No

  N/A

• Was everything in your room in working order?<br>

  Yes

  No

  N/A

• How would you rate your room experience on a scale of 10, with 10 being fantastic?

• Notes on Room Experience

Restaurant

• Did you receive a warm, friendly and genuine greeting (either by phone or face to face)?<br>

  Yes

  No

  N/A

• Did the staff provide prompt and genuine service throughout your dining experience?

  Yes

  No

  N/A

• Did you receive your food and /or beverages within an acceptable time frame from when your order was taken?<br>

  Yes

  No

  N/A

• Did the staff provide you with suggestions to enhance your dining experience? E.g. Wine Suggestions, Offer Dessert

  Yes

  No

  N/A

• How would you rate your Seasalt Restaurant experience on a scale of 10, with 10 being fantastic?

• Notes of Seasalt Restaurant Experience

Bar

• Were you approached by a staff member to place an order whilst sitting in the lobby lounge?<br>

  Yes

  No

  N/A

• Were you satisfied with the range of beverage options on the bar menu? If not, what would you like to see on the menu?<br>

  Yes

  No

  N/A

• Were you satisfied with the range of food options on the bar menu? If not, what would you like to see on the menu?<br>

  Yes

  No

  N/A

• How would rate the overall level of service you received? <br>

  Great

  OK

  Poor

• Did you feel welcome when you entered the bar?

  Yes

  No

  N/A

• Was the bar area clean and tidy?

  Yes

  No

  N/A

• How would you rate your Seasalt Bar experience on a scale of 10, with 10 being fantastic?

• Notes on Seasalt Bar:

Dining Room

• Did the staff member answer the phone using the words 'Body & Soul In-Room Dining'?<br>

  Yes

  No

  N/A

• Did you receive your order within 30 mins? (unless otherwise specified for particular menu items)<br>

  Yes

  No

  N/A

• Was you order complete with everything you selected?<br>

  Yes

  No

  N/A

• Was the temperature of your food acceptable?<br>

  Yes

  No

  N/A

• Dining Late Night Menu (after 11pm)

• Did you use the Late Night Menu (after 11pm)?

  Yes

  No

  N/A

• How would you rate the temperature of your food?<br>

  Hot

  Warm

  Cold

• Was your ordered received within the advised time frame? If not, how long did your order take?

  Yes

  No

  N/A

• Other dishes that you would like to see on the late night menu?

• How would you rate your In Room Dining experience on a scale of 10, with 10 being fantastic?

• Notes on In Dining Room

Overall Experience

• Was the cleanliness of the hotel up to standard?

  Yes

  No

  N/A

• Was the condition of the hotel up to standard?

  Yes

  No

  N/A

• Was your stay problem free? Is no, what problem did you encounter?

  Yes

  No

  N/A

• Did you notify a staff member about your problem?

  Yes

  No

  N/A

• What steps were taken by staff once your problem was addressed?

  Yes

  No

  N/A

• How would you rate the resolution of this problem on a scale of 10, with 10 being fantastic?

• Did you identify any areas that are in need of improvement? If so, what are these areas?

  Yes

  No

  N/A

• Were there any staff members that went above and beyond to ensure that your stay was great?

  Yes

  No

  N/A

• How would your overall experience on a scale of 10, with 10 being fantastic?

Completion

• Full Name and Signature of Inspector

  Sign