Information
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Conducted on
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Prepared by
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Location
Mystery Shopper Audit
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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.
Reservations
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Promptness of speaking
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Courtesy of call
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Phone - Ease of booking
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Knowledge of the staff
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Ease of navigation
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Online - Ease of booking
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Online - Availability of options
Arrival Experience
Arrival Experience
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Were you greeted upon arrival to the building (ie. met on drive out the front of the hotel)?<br>
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Was assistance with luggage offered?<br>
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Upon check in, were the hotel facilities explained?
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Was your check in warm and welcoming?
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Notes on Arrival Experience
Room Experience
Room Experience
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Did your room feel clean on initial entry?<br>
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Was your room free from dust?<br>
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Was your bathroom free from hair and debris?<br>
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Was the bed linen of high quality and free from hair and/or debris?<br>
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Were the window dressings clean and in good condition?<br>
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Were the floors in your room clean, free of debris and in good condition?<br>
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Was the internet connection process user friendly?
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Was everything in your room in working order?<br>
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Notes on Room Experience
Restaurant
Restaurant
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Did you receive a warm, friendly and genuine greeting (either by phone or face to face)?<br>
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Did the staff provide prompt and genuine service throughout your dining experience?
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Did you receive your food and /or beverages within an acceptable time frame from when your order was taken?<br>
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Did the staff provide you with suggestions to enhance your dining experience? E.g. Wine Suggestions, Offer Dessert
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Notes of Seasalt Restaurant Experience
Room Service
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Variety of menu choices
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Quality of food
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Timeliness of order
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Helpfulness of staff
Overall Experience
Overall Experience
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Was the cleanliness of the hotel up to standard?
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Was the condition of the hotel up to standard?
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Was your stay problem free? Is no, what problem did you encounter?
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Did you notify a staff member about your problem?
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What steps were taken by staff once your problem was addressed?
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Did you identify any areas that are in need of improvement? If so, what are these areas?
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Were there any staff members that went above and beyond to ensure that your stay was great?
Completion
Completion
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Full Name and Signature of Inspector