Mystery Guest Program

Audit Details

Thank you for participating in the Mystery Guest Programme for MSC Cruises.

The primary purpose of this audit is to create an unbiased platform to monitor customer service levels and ensure that brand standards are being adhered to across selected departments at MSC Cruises.

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.
Start date of audit
Please select the name of the ship you are inspecting
Audit completed by (first name, last name)
Please complete the below by watching the Ship's Command and Officer's video on the cabin T.V; please scroll through the T.V. channels to locate this content.
Captain
Staff Captain
Hotel Director
Chief Engineer
Cruise Director
F&B Director
OBR Director
Guest Relation Manager
Shorex Manager

Version Control

v1 (XX-Jul-2023): original version

Untitled Page

Core Standards*

(Service) Are all Crew well groomed in a clean uniform, wearing polished shoes and an undamaged uniform with a name tag positioned on the Crew Members left side?
(Service) Did all Crew introduce themselves to the Guest during the interaction (if not stationed at a desk)?
(Service) Are all Crew give positive eye contact and acknowledge the Guests' presence. If possible, greeting with a smile saying "good morning/afternoon/evening Sir/Madam” in English (unless the guest native language is known)?
(Service) If there was a queue, were you offered assistance by a Crew Member 'walking the line', smiling and offering assistance?
(Service) Did all Crew use the Guest's name during an interaction (when receiving a cruise card or when the guest's name is available)?
(Service) Did you notice the Officers circulating in Guest areas offering assistance, making conversation and demonstrating a clear 'Guest first' spirit during the embarkation process and in the evenings?
(Service) Did the Crew show knowledge of the product offering in their relevant department and have a good general knowledge of the ship orientation, gangways and daily activities?
(Service) Did Crew members avoid speaking on their telephones in Guest areas and were their radio volumes / phone ringers set at a low level to avoid attracting Guest attention?
(Service) When dining, did a Crew Member check on your satisfaction politely and in an organized manner, without intruding on a conversation?
(Service) Did you see the Crew circulating in Guest areas adopting a “clean as you go” approach by ensuring that all waste and operating equipment was not left unattended?
(Service) Did all Crew who were overheard conversing with each other in Guest areas speak English?
(Service) During disembarkation, did the Officers and Cruise Staff at the exit points on board and ashore thank you, extend a warm farewell and invitation to return to cruise to disembarking Guests?

Loyalty Membership*

Complete this section if you are entitled to loyalty membership benefits
Do you want to audit Loyalty Membership?

Priority Access

(Product) Was their a priority boarding lane for Diamond members on embarkation day?
(Product) Was their a priority disembarkation

Cabin

(Service) Did you receive a complimentary gift in your cabin?
(Service) Was there a bathrobe and slippers in your cabin available for you to use?

Food and Beverage

Communications

(Communication)

Entertainment

(Service) Did you receive an invitation to a complimentary dance class?

Transfer

Please complete this section if you take a shuttle between the ship and the cruise terminal
Would you like to audit Transfer?

Port Transfer

In which Port did you use a transfer? Please state the city and country
Please enter the date and time of your transfer:
Was the direction to the bus clearly marked ashore?
(Service) Were there Port Staff/Agents guiding you to the bus?
(Service) Did the Driver greet the guest with a smile and in a pleasant manner?
(Product) Was the temperature inside the bus comfortable?
Was the temperature inside the bus too hot or too cold?
(Product) Was the bus clean?
(Product) Was the bus well maintained?
(Service) Did the Transfer Driver drive smoothly and respect speed limit?
(Service) At the end of the journey, did the bus driver bid you farewell with a friendly smile?

Embarkation

Do you want to audit Embarkation?

Embarkation

Arrival at Port

What is the name of your embarkation port? Please also state the country where the port is located.
(Speed) Please state the date and time of your arrival at the Port:
(Service) Is the flow of the cars/busses/taxis well managed to avoid queues?
(Product) If there is a parking available, is it well indicated?
(Service) If there is a shuttle from the parking area to the port, is the service well organized?

Luggage Drop-off

(Product) Is the luggage drop-off clearly indicated and well organized?
(Speed) What time did you drop off your luggage at the luggage drop-off counter?
(Product) Was there a priority lane for disabled, Diamond Card holders and a separate area for MSC Yacht Club Guests, if applicable?
(Service) Did the staff give you positive eye contact and greet you with a smile?
(Service) Was there a meet and greet staff member present, welcoming and providing directions?
(Service) Were the meet and greet staff well groomed and professionally presented?
(Product) Were pathways and access routes clear and unobstructed?
(Cleanliness) Was the area around the luggage drop-off clean and free from litter with garbage bins available?

Security Check Point

(Product) Was there a priority lane at the security check for disabled, Diamond Card holders and MSC Yacht Club Guests, where applicable?
(Product) Were there enough x-ray machines in the terminal to avoid long queues of embarking Guests?
(Product) Were the x-ray lanes in the cruise terminal properly organized and were the queues well managed?

Terminal

What is the class of the vessel?
- Lirica Class (LI)
- Musica Class (MU)
- Fantasia Class (FA)
- Meraviglia Class (MR)
- Seaside Class (SE)
- Europa Class (EU)
- Other
(Communication) Is an MSC For Me fabric banner positioned at the terminal or near the gangway advertising the application?
(Communication) Is there a mobile desk in place to promote the MSC for Me application?
(Product) Were entrances to service areas closed to embarking, transit and disembarking Guests within the terminal?
(Product) Was the signage in the cruise terminal well maintained and clear?
(Product) Was Wi-Fi available to guests inside the cruise terminal?
(Product) Were there refreshments available for the Guests inside the terminal?
(Product) If there is a buvette/snack bar available in the terminal, was it open?
(Product) Were the waiting areas adequate for the volume of operation with comfortable seating, good lighting, air conditioning and was the floor and furniture clean?
(Product) Were all areas in the terminal specifically indicated as non-smoking areas?
(Cleanliness) Were the public toilets clean, in good working order and all facilities working (soap, towels etc.)?
(Cleanliness) Was the terminal clean and free from any litter?
(Communication) Did you receive the "welcome aboard!" embarkation flyer in the terminal or on arrival on-board describing major points to get started as well as the safety drill?

Check-in at the Terminal

(Service) If there were lines leading to the check-in counters, were they clarly managed to speed-up the process?
(Service) Did the meet and greet staff offer assistance and giving positive eye contact and greeting guests with a smile saying "good morning, afternoon or evening Sir/Madam?
(Service) Were the meet and greet staff well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) When you were at the check-in desk, were they checking; e-tickets, passport, visa, health documents and travel insurance?
(Service) Was there a crew member available to assist guests in a wheelchair?
(Service) Did the check-in agent explain how and where to use / find your Cruise Card?
(Service) Did the check-in agent wish you a pleasant cruise (or words like that)?
(Service) If you had to leave your passport with the Immigration Purser before you went on board, were you given a passport receipt?
(Product) Was there an area available for guests to leave their luggage if they cannot embark but wish to visit the local town?
(Service) Was there an information desk provided and clearly signed for use by embarking and disembarking Guests during the embarkation process?
(Product) In case of a bus transfer from the terminal to the ship, was the area organized and were guests being offered assistance and the waiting area managed to avoid queues?

Gangway

(Product) In case of rain, were there sufficient gazebos (tents) set-up to avoid guests getting wet between the terminal and the gangway?
(Product) When you arrive to the gangway is there a hand-sanitizer dispenser positioned at the gangway with a sign indicating you should use It?
(Service) Did the crew member give you positive eye contact and greet you with a smile asking "Good morning, afternoon or evening Sir/Madam?
(Service) Were the crew members well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) Were all Crewmembers on duty following company etiquette regulations (no smoking, no chewing gum, well shaved, no mobile phones)?
(Product) If exposed to cold or wet weather, were the Crew members wearing appropriate protective clothes?
(Service) When you stepped on board, was the Security Officer polite, welcoming and offering positive eye contact when he scanned your Cruise Card?
(Service) Was the Security officer well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) Did a crew member politely request you to place your hand baggage on the scanner?
(Service) Did a crew member greet you with a warm smile and positive eye contact after Security and direct you politely to the embarkation area or nearest elevator to your deck?

Onboard

(Speed) What time did the Security team scan your cruise card at the ship's gangway?
(Product) Were the ship's photographers positioned in an area that did not slow down embarkation?
(Product) Were the photographers polite when they suggested to take your photograph?
(Service) Was the ship personnel providing friendly sales attitudes and information in the pre-embarkation revenue area (excursions, spa, specialty restaurant, beverage packages)?
(Service) Was the pre-embarkation revenue area well organized and welcoming?
(Speed) What time did you receive your luggage on-board?

Onboard Revenue Services

Gangway

(Product) Was the photographer's setup during the embarkation well-organized and with good visual appeal ?
(Speed) Did the guests stand for less than 2 minutes in the queue and the photographers acting enthusiastically and moving the queue along?

Onboard Communication

Do you want to audit Onboard Communication?

Communication and Materials

(Service) Were all PA announcements in your language brief, informative and easy to understand, with no collective announcements longer than 5 minutes in total time?
(Product) Was the printed information you received in your cabin well understood in your language and relevant?
(Product) Were the directional signs to exits easily located and understood?
(Product) Were there signs at the gangways ashore advising Guests to use the hand sanitizers?
(Product) Were there polite and understandable signs advising that certain areas were for Crew Access only i.e. the area was clearly indicated and not simply cordoned of by means of a rope or other barrier?
(Product) Was there a clear understandable sign at the gangway ashore and on board stating the 'all on board' or 'last tender' time?

Public Areas

Would you like to audit the ship's Public Areas?

Hotel Operations

Corridors

(Product) Were the doors to the cabin steward pantries and lockers all closed when not being used?
(Cleanliness) Were the Doors/Door Signage/Directional Signage clean?
(Maintenance) Were the Doors/Door Signage/Directional Signage in good condition?
(Cleanliness) Were the walls/windows/artwork/mirrors clean?
(Maintenance) Were the walls/window/artwork/mirrors in good condition?
(Cleanliness) Were the ceiling/lighting/light fixtures/vents clean?
(Maintenance) Were the ceiling/lighting/light fixtures/vents in good condition?
(Cleanliness) Was the Floor clean in the corridors with no carpet stains and shining tiles?
(Maintenance) Was the floor in good condition?
(Cleanliness) Were the heating/air conditioning/furniture/miscellaneous items clean?
(Maintenance) Was the heating/air conditioning/furniture/miscellaneous items in good condition?

Elevator

(Cleanliness) Were the elevators generally clean?
(Maintenance) Were the elevators generally in good condition?
(Product) If applicable, were the TV screens working in the elevators?
(Service) Did the crew avoid using the Guest elevators for the delivery of luggage, room service, or for personal reasons?

Staircases

(Communication) Were their signs indicating 'watch your step' easily seen on all staircases?
(Product) Was the MSC scent Med noticeable in the staircases?
(Cleanliness) Were the stairways clean?
(Maintenance) Were the stairways in good condition?

Foyers, Atriums, Lobbies & Lounges

(Product) Were the roll-up banners and totems placed around the ship in good condition?
(Cleanliness) Were the Walls/Doors/Artwork/Windows/Window Treatments clean?
(Maintenance) Were the Walls/Doors/Artwork/Windows/Window Treatments in good condition?
(Cleanliness) Were the Ceiling/Lighting/Light Fixtures/ Furniture/Fixtures/Equipment clean?
(Maintenance) Were the Ceiling/Lighting/Light Fixtures/ Furniture/Fixtures/Equipment in good condition?
(Cleanliness) Were the Front Desk/Reception Area/Interior Signage/Displays/Miscellaneous clean?
(Maintenance) Were the Front Desk/Reception Area/Interior Signage/Displays/Miscellaneous in good condition?
(Cleanliness) Was the floor clean in the foyers, atriums, lobbies and lounges?
(Maintenance) Was the floor in the foyers, atriums, lobbies and lounges in good condition?
(Product) Did the Housekeeping Cleaners respect Safety at any time (no vacuum cord crossing the lounges, staircases…during busy time (Guests around the lounges, lift…)
(Maintenance) Were the Front Desk/Reception Area/Interior Signage/Displays/Miscellaneous in good condition?
(Product) Was the water feature working ?
- Yes
- No
- N/A
If any display tables were on display, was the skirting clean, free from tears and well pressed?

Public Restrooms

(Product) Were their coat hooks in the cubicles?
(Product) Was there a functioning liquid soap dispenser at every hand wash sink?
(Product) Were there paper towels available?
(Communication) Was there a sign near the main exit advising all Guests to use a hand towel to open the door when leaving?
(Product) Was there a waste receptacle near the door to allow Guests to discard the paper towel they used to open the door?
(Communication) If the bathroom was being serviced, was a clear sign placed near the door to indicate the service in progress?
(Cleanliness) Were the Ceiling/Lighting/Light Fixtures/Heating/Air Conditioning/Vents clean?
(Maintenance) Were the Ceiling/Lighting/Light Fixtures/Heating/Air Conditioning/Vents in good condition?
(Cleanliness) Were the Doors/Walls/Mirrors clean?
(Maintenance) Were the Doors/Walls/Mirrors in good condition?
(Cleanliness) Was the Floor clean?
(Maintenance) Was the floor in good condition?
(Cleanliness) Were the Toilets/Urinals/Partitions clean?
(Maintenance) Were the Toilets/Urinals/Partitions in good condition?
(Cleanliness) Were the Vanity Top/Wash Basins/Taps/Fixtures clean?
(Maintenance) Were the Vanity Top/Wash Basins/Taps/Fixtures in good condition?
(Cleanliness) Were the Dispensers/Wastebaskets/Equipment/Miscellaneous clean and replenished?
(Maintenance) Were the Dispensers/Wastebaskets/Equipment/Miscellaneous in good condition?

Outer Decks

(Service) Were the safety pool guards present and actively watching the pool/jacuzzi during the opening times?
(Service) Were the safety pool guards wearing a red MSC t-shirt?
(Maintenance) Did the exterior of the ship appear to be well maintained?
(Maintenance) Were all exterior lights on the pool deck working?
(Cleanliness) Were the decks generally very clean, tidy, and free from clutter?
(Product) Were the service doors on deck kept closed when not being transited?
(Communication) If safety signs were placed on deck (wet decks, slippery, paint etc.), were they removed after the danger had passed (dry decks, paint dry etc)
(Communication) If there was any work in progress, were there appropriate signs placed apologizing for the inconvenience and requesting you to use another route? (slippery floor, work in progress etc.)
(Cleanliness) Were the swimming pools clean (tiles, beach area, lighting etc.)?
(Maintenance) Were the swimming pools in good condition (tiles, beach area, lighting etc.)?
(Product) Was any one of the outdoor main swimming pools heated (above minimum temperature set per procedure)?
(Communication) Was the temperature of the swimming pools indicated and changed daily?
(Product) Was the depth of the pools clearly indicated from outside and from inside the pools?
(Maintenance) Where existing, were all water effects (Children sprays, decorative fountains etc) all working?
(Maintenance) If existing, were Pool area trees (or imitation trees/plants) in good condition?
(Cleanliness) Were the showers clean at the pools?
(Service) Were the deck chairs set up before the swimming pools opened?
(Service) Was a deck chair attendant (or pool attendant) in circulation to keep the area tidy and to help Guests if they wished to move their chairs?
(Service) Was there an efficient waiter service to provide drinks to Guests in Deck chairs at all times the pools were open?
(Maintenance) Was the deck surface generally in good condition?
(Maintenance) When the dress flags are displayed are they in good condition?
(Maintenance) Were all dress lights working?
(Maintenance) Were all the external wood handrails in good condition, well varnished with no damage?
(Maintenance) Was the ship free from visible rust in any external area that could be clearly seen?

Guest Services

Do you want to audit Guest Services?

Hotel Operations

Guest Services & Reception

(Service) When you called Guest Services, was the telephone answered within 3 rings with an appropriate greeting - and the department "Guest Services" identified?
(Service) Was the telephone operator speaking with a calm tone of voice and using clear words?
(Service) Were you politely asked to be put on hold, if required?
(Product) Was a corner created to raise guests' awareness for the "MSC Foundation"?
(Service) When approaching the Guest Services Desk did someone immediately acknowledge your presence with eye contact and a smile?
(Service) If there was a queue at the Reception desk, were you offered assistance by someone offering positive eye contact or 'walking the line' outside the Guest Services desk?
(Service) Did the crew member give you positive eye contact and greeting you with a smile asking "Good morning, afternoon or evening Sir/Madam?
(Service) Did the crew member show attentive listening and show a genuine sense of interest and concern for the guest? (Asked his pardon if the phone rang)
(Service) While you were talking with the Guest Services agent, did they give you full attention and not allow distraction from other personnel or Guests until your problem or situation was resolved?
(Service) Did the follow-up on service requests or call-backs happen in a timely and accurate manner? (Please make a request)
(Service) Were the crew members well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) While talking to the Guest Service Agent did you get the impression the crew was fully knowledgeable about the entire ship and different services offered?
(Service) If a request could not be satisfied, were you offered an appropriate alternative?
(Service) Did the crew member use the guest name during the interaction? (Only if getting guest's cabin number)
(Service) If you decided to book a restaurant, show or SPA treatment, did the Guest Services agent offer to make a reservation then offer directions?
(Service) If you were asked about other travel arrangements (taxi, boat, flight etc...), was the Guest Service Agent able to help you and offer useful information?
(Service) Did crew members respect guests' presence when interacting with each other? (Priority to the guest and "on-stage")
(Service) Did the crew member thank you, offer a warm and sincere farewell at the end of the interaction? (also offered a business card for further info)?
(Service) If your cruise card had to be reissued, did a crew member proceed to shred your original cruise card?

Loyalty Benefits

Cabin

Do you want to audit Cabin?

Hotel Operations

Bedroom

Which cabin number did you inspect?
(Product) Was the bed made correctly?
(Product) Were there sufficient coat hangers in the wardrobe ? (minimum 6x for men + minimum 6x for women)
(Product) Was there 1x laundry bag and 1x laundry service list provided and hanging up inside the wardrobe?
(Product) Was the personal safety box functioning properly and were instructions provided?
What was the issue?
(Product) Were good quality bathrobes available for each Guest staying in the cabin? (Only applicable for Aurea / Yacht Club experiences)
(Product) Were the two pillows according to the Company Procedure: 1x Feel pillow and 1x Fine pillow per person (Dorelan set up)?
(Product) Was the 1st pillow talker (explaining the 2 different pillows) placed on the pillows upon embarkation day?
(Cleanliness) Were the Telephone/Television/Remote Control clean?
(Cleanliness) Were the Coffee and Tea set-up (where applicable)/Ice Bucket/Trays/Accessories/Glassware clean?
(Maintenance) Were the Coffee and Tea set-up (where applicable)/Ice Bucket/Trays/Accessories/Glassware in good condition?
(Product) Was there an emergency evacuation diagram clearly displayed on the inside of the cabin main door with an emergency call number?
(Product) When the lights were turned on, were they all working?
(Product) When the lights were turned on were they all the same tone (hot, cold or white)?
(Product) Was the cabin well air conditioned with the temperature set at the middle setting? Or Once you have adjusted the setting was it respected (not adjusted by Housekeeping Crew)?
(Product) Was there a range of good quality stationery provided (1x envelope, 1x MSC notepad and 1x MSC pencil)?
(Product) Were the life jackets properly folded and stored in the wardrobe? (Except MR and SE class)
(Communication) Was there a telephone directory/list or a quick dial showing the most important service and emergency numbers available?
(Communication) Was all the printed material according to the vessel brand book? (Op Net 03.06)
(Maintenance) Was the curtain set-up complete (both decorative and black-out), the correct length, and properly functioning (all hooks and railings intact)?
(Maintenance) Each time you entered the cabin was the balcony door closed and locked? Does it completely shut out the wind noise?
(Product) Was a hairdryer available?
(Product) Did the TV offer multilingual news channels?
(Product) Was there an option for Movies on Demand?
(Communication) Was there an F&B folder including Room Service, Romantic Moments and Specialty Restaurants (when applicable)?
(Product) Was the Interactive TV system fully functional?
What did not work?
(Communication) Was a safety, shop, shorex, effy, future cruise, MSC Foundation, specialty restaurant, TV channels available on TV?
Which channel is not available?
(Communication) Was the Daily Program and specials delivered at the same time as the turn-down service?
(Communication) Was the Daily Program correctly printed on the pre-printed shell paper and delivered to the cabin in the correct language?
(Communication) Was the printed information sent to your cabin regarding non-revenue information printed on shell paper with a blue band?
Please review this PDF document as reference.
(Communication) Was the printed information sent to your cabin for revenue offers printed on the promotional orange band shell paper, or appropriate shell paper relevant to the department?
(Communication) Did the printed information sent to your cabin include images in black and white?
(Communication) Was the printed information sent to your cabin (including the Daily Program/Specials) readable and of good production quality?
(Communication) Did you receive photocopied communication materials?
(Communication) Did you receive communication materials printed without a title or language icon?
Example header image from a Daily Program:
(Communication) Did you receive communication materials printed on plain paper without a blue or orange header band?
(Communication) Did communication follow the glossary for key terminology?
Please find the glossary for key terminology here for your reference.
(Communication) When used, did communication include the correct nautical terms?
(Communication) Were the correct languages used for the canvas, including the order of translations?
(Communication) Were the most commonly used onboard terms correct in both English and when translated to other languages?
(Communication) When applicable, was the correct glossary of onboard terms used?
(Product) Was the Safety channel playing in the language of the guest on the TV on the day of embarkation?
(Product) Was the MSC APP available through ship intranet and providing with information on vessel features, as well as allowing guests to book services, such as excursions or restaurants (only available on board MSC Divina, MSC Preziosa and MSC Magnifica)?
(Product) Was the second pillow talker in Italian only (explaining how to live the experience back home) placed on the pillows the night prior to disembarkation?
(Cleanliness) Were the Headboard/Bed Frame/Mattress/Box Spring/Bedding/Sheets/Pillows/Linens/Duvet/Blankets/Spreads/Bed Skirt clean?
(Maintenance) Were they in good condition?
(Cleanliness) Was the Floor (check under bed)/Ceiling/Lamps/Lighting/Doors/Walls/Windows/Mirrors/Artwork clean?
(Maintenance) Was the Floor (check under bed)/Ceiling/Lamps/Lighting/Doors/Walls/Windows/Mirrors/Artwork in good condition?
(Cleanliness) Were the Furniture/Nightstands/Tables/Desks/Cupboard/Ottoman/Shelving/Safe clean?
(Maintenance) Were they in good condition?
(Cleanliness) Were the heating/air-conditioning/vents clean?
(Maintenance) Were they in good condition?
(Cleanliness) Were the mini bar/waste basket/miscellaneous items clean?
(Maintenance) Were they in good condition?
(Cleanliness) Was the balcony/patio furniture/outdoor area clean?
(Maintenance) Were they in good condition?
(Cleanliness) Was the closet area/safe clean?
(Maintenance) Were they in good condition?
(Maintenance) Were the Telephone (sound)/Television (image quality)/Remote Control (batteries) in good working condition ?
(Product) Was the Sparkling Wine set-up according to the SOP 06.15.03.00 in the Aurea cabins?
Sparkling Wine set-up (06.15.03.00)

Bathroom

(Product) Was there an adjustable-height wall-mounted hand-held shower present in the bath? Is it in good condition and functioning?
(Product) Were the liquid soap and body wash containers clearly indicated?
(Product) Were there a minimum of one good quality bath, hand and face towels (only for Aurea, YC and US) for each Guest? (Minimum set-up per cabin should be for two guests)
(Cleanliness) Were the Ceiling/Vents/Exhaust/Floor/Doors/Walls/Mirrors/Lighting/Light Fixtures clean?
(Maintenance) Were they in good condition?
(Cleanliness) Were the Sink/Tap/Counters/Shelves clean?
(Maintenance) Were they in good condition?
(Cleanliness) Were the Bathtub/Shower Enclosure/Fixtures/Curtain/Toilet/Toilet Seat/Toilet Brush/Toilet Tissue Holder clean?
(Maintenance) Were they in good condition?
(Cleanliness) Were the Fixtures/Towel Bars/Hairdryers/Amenity Tray/Waste Paper Basket/Tissue Holder clean?
(Maintenance) Were they in good condition?
(Cleanliness) Were the Bath Linens/Towels clean?
(Maintenance) Were the Bath Linens/Towels in good condition?

Cabin Turn-down Service

(Service) Were the bedside lights turned on and all other lights turned off?
Which lights were turned-on?
(Communication) Was the Room Service breakfast menu placed on the desk?
Where was it placed?
(Product) Was the TV remote control in it's holder ?
Where was it placed?
(Product) Was the bath mat placed over the side of the bath tub/shower or rolled neatly ? (i.e. it is not on the floor)
Where was it placed?
(Service) Was a turn-down service provided between 18:00 - 21:30 every night?
What time was it provided?
(Communication) Was the Daily program delivered during turn-down with the Daily specials/flyers ?
When was it delivered?
(Service) If you were in the cabin, did the Cabin Steward knock three times, announce 'Cabin Steward' - and if no response, did he wait ten seconds before knocking again before entering the cabin?
(Service) If you met any Crew or Managers in the corridors, did he/she greet you with a warm smile and positive eye contact?
(Service) Was the crew member well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Product) Did the Cabin Steward respect the - Do Not Disturb - sign if placed outside the door?
(Product) Was the bed runner removed?
(Product) Were both sets of curtains (inner and outer) closed and left hanging neatly?
(Product) Were both waste bins (cabin and bathroom) emptied ?
(Product) If you had left shoes casually placed, had the Cabin Steward paired them neatly?
(Product) If you had left any jewelry, money or cash (change) in the room, was this left untouched?
(Product) If there were any soiled or used glasses, cutlery or flatware in the cabin, were these removed?
(Product) Were all the used towels replaced with clean ones (Unless you requested them to be left for another day for the company's Ecology statement)?
(Product) If this cabin has a bath, was the shower curtain clean and dry, and left to hang 1/3 open inside the bath?
(Service) Unless being used, was the retractable clothes line retracted?
(Product) Were the liquid soap and Body Wash containers at least 2/3 full?
(Cleanliness) Was the WC clean in every respect (seat, cover and bowl)
(Service) Was the balcony light turned off?

Special Needs

(Product) In a handicapped cabin was the shower stool clean and in a good condition?
(Product) Does the Housekeeping department have shower stools available for special needs guests?
Are the shower stools in good condition?
(Product) Does the Housekeeping department have a stock of disposable plastic boxes for syringes and needles?
Are they in good condition?
(Product) In case of babies in the cabin, was the baby cot prepared prior to the guest arrival? (Please check cabin)
Is the baby cot in good condition and clean?
(Product) Is a children laundry list set-up in the wardrobe when children are in the cabin? (Please check cabin with children)
(Product) In case of blind guests with guide dogs, is the dog mat clean and available in the cabin? (Please check dog mats)
Are the mats in good condition?

Entertainment

Do you want to audit Entertainment?

Entertainment

Live Musicians

(Product) Do guests seem to enjoy the music and is it appropriate to the guest demographics?
(Service) Do the musicians appear well groomed and professionally presented in clean clothes and do they have polished shoes? Name badges are not a requirement
(Service) Are the musicians entertaining and engaging with Guests?
(Service) Do the musicians start on time as per the time stated on the daily program?
(Communication) Are the musicians/bands performing in the lounge the same as described by the daily program?
(Service) Are the musicians standing up and being energetic when lounges are full?
(Service) Are the musicians demonstrating good skills on their respective instruments?
(Product) Was the volume of the band allowing guest to interact with one another?

Adult Activities

What is the class of the vessel?
- Lirica Class (LI)
- Musica Class (MU)
- Fantasia Class (FA)
- Meraviglia Class (MR)
- Seaside Class (SE)
- Europa Class (EU)
- Other
(Product) Is the Aquapark well organized and are the waterpark Crew paying attention to the overall Guest experience?
(Product) Are the entertainment staff smiling and engaging with guests during the activities?
(Service) Did the Entertainment Staff make an effort to socialize with Guests on the first day of embarkation to help 'break the ice' and set a friendly mood for the Cruise?
(Product) Were the theme parties (Sail-away, White Night, Sunshine etc…) well decorated, the music selection according to the theme?
(Service) Were the entertainers properly dressed and engaging with guests?
(Service) Was the Cruise Director, generally speaking, the 'voice of the ship', making all major announcements and presenting all major shows?
Who was making the announcements?
(Service) Were all entertainment and cruise personnel always dressed correctly with name badges being worn at all times (except when performing; SOP 34.01.01), including formal occasions?
(Product) If there was a lecturer on-board did their presentation start on time, was their voice and presentation of good quality. If they displayed a slideshow, was it nicely presented?
(Product) Are the Gym/Dance Instructors engaging positively with Guests and is the overall experience pleasant?

Theatre

(Product) Did all the shows you attended start punctually at the advertised times?
(Product) Did all acts within the show reflect its theme? (i.e. costumes)
(Product) Were the activities and entertainment generally suitable for the type of Guests on this cruise?
(Cleanliness) Was the floor of the Theater clean?
(Cleanliness) Were the Walls/Doors/Ceiling/Lighting/Vents/Windows/Window Treatments clean? (Theater)
(Maintenance) Were the Walls/Doors/Ceiling/Lighting/Vents/Windows/Window Treatments in good condition? (Theater)
(Cleanliness) Were the Furniture/Equipment/Décor Items clean? (Theater)
(Maintenance) Was the Floor in good condition? (Theater)

Buffet

Do you want to audit the Buffet?

Food & Beverage

Buffet Facilities

(Cleanliness) Are the Floor / Lighting / Walls / Doors / Vents / Ceiling / Windows / Window Treatments clean?
(Maintenance) Are the Floor / Lighting / Walls / Doors / Vents / Ceiling / Windows / Window Treatments in good condition?
(Cleanliness) Are the Furniture/Equipment/Buffet Area/Side Stations/Tables/Chairs clean?
(Maintenance) Are the Furniture/Equipment/Buffet Area/Side Stations/Tables/Chairs in good condition?
(Cleanliness) Are the QR code menus/Tabletop/Dishware/Silverware clean and good condition?
Is the buffet open 20 hours per day? Please check the Daily Program for the opening hours.
Is there a well-positioned hand sanitizer dispenser at the buffet entrance?
Did a member of the Buffet Team direct you to a less-crowded area of buffet if ‘traffic jams’ started to develop?
Are the crew members well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
Was the buffet room temperature comfortable for the guest?
Was there appropriate background music playing at a discreet volume?
If for some reason the floor is wet anywhere, are appropriate warning signs positioned and removed when the floor was dry?
If a section is closed, is there an appropriate sign indicating to use the other side?

Breakfast Buffet

(Service) Did the crew member give you positive eye contact and greet you with a smile asking "Good morning, afternoon or evening Sir/Madam?
(Service) Are all tables set up and cleared within an acceptable time for the next guests to come
(Service) Did the crew member use the guest name during the interaction?(Only if receiving a Cruise card)
(Product) Are there overhead signs, easily visible, directing Guests to each specific area of buffet?
(Product) At the cereal station, are different types of milk made available up on request (soy milk, skimmed milk...)
(Product) Was there a choice of butter available and margarine on request?
(Product) Are there at least 3 different preserves (marmalades or spreads) available from the buffet line?
(Product) Are the buffet lines attractively presented and well laid out?
(Product) Was the food fresh and of good flavour?
(Product) As the food on display was depleted, are replacement full dishes placed on display quickly, not allowing near-empty dishes to remain on display?
(Product) Was every dish's identification clearly labelled so you could understand the contents? (In the language relevant for the demographics on-board)
(Product) Was there an ample supply of back-up cutlery wrapped in napkins if you needed to go back to the buffet line for a second dish or dessert etc?
(Product) On the buffet line, are the self-service utensils appropriate? (long handles, tongs where items had to be picked up, large spoons for ladling etc)?
(Product) Are the plates and dishes placed in convenient positions on the buffet line and easy to find?
(Product) Was there an easily-understood sign at the start of each line advising that plates could be used one time only (take a clean plate each time you enter the line)?
(Product) Are all the sauces and condiments easy to find and at least 1/2 full in glass bottle?
(Service) Did buffet attendants quickly clean up spillages in the buffet area?
(Product) Was all the displayed food protected against contamination (sneeze guards or other covers)?
(Product) Did you find the hot food acceptably hot, and the cold food acceptably cold?
(Product) Was milk (hot and cold) and a full sugar selection (white, brown and sweetener) offered at the beverage station?
(Service) Are the buffet attendants who handle food-contact surfaces or food (the carver) wearing gloves and cook's caps? (not net head coverings)

Lunch Buffet

(Service) Did a member of the Buffet team direct you to a less-crowded area of buffet if ‘traffic jams’ started to develop?
(Service) Did the crew member give you positive eye contact and greet you with a smile asking "Good morning, afternoon or evening Sir/Madam?
(Service) Did the crew member use the guest name during the interaction? (Only if getting Cruise card)
(Product) As the food on display is depleted, are replacement full dishes placed on display quickly, not allowing near-empty dishes to remain on display?
(Product) Was every dish requiring identification clearly labelled so you could understand the contents? (In the language relevant for the demographics on-board)
(Product) Was there an ample supply of back-up cutlery wrapped in napkins if you needed to go back to the buffet line for a second dish or dessert etc?
(Product) On the buffet line, are the self-service utensils appropriate? (long handles, tongs where items had to be picked up, large spoons for ladling etc)? And no serving utensils lying fully in the food (handles etc.)
(Product) Are all the sauces and condiments easy to find and at least 1/2 full in glass bottle?
(Service) Did buffet attendants quickly clean up spillages in the buffet area?
(Product) Is all the displayed food protected against contamination (sneeze guards or other covers)?
(Product) Did you find the hot food acceptably hot, and the cold food acceptably cold?
(Product) Is the food presented in an appealing manner? (Please add picture of not appealing stations)
(Service) Are the buffet attendants and cooks who handled food-contact surfaces or food (the carver) wearing gloves and head coverings?

Afternoon Snacks

(Product) Is self-serve free tea and coffee available 24 hours a day from the buffet area? Please check the Daily Program
(Product) Is self-serve free hot and cold water and ice available 24 hours a day from the buffet area?
(Product) Is the self-serve beverage service advertised in the ship's Daily Program?
(Product) At the self-serve beverage area, is there an adequate supply of clean, unbreakable drinkware plastic, paper etc)?
(Product) If the tea/coffee service is available (free, self-serve), is there an adequate supply of sugar, sweeteners, stirring sticks, and single-portion milk?
(Product) Is there clearly marked waste disposal containers near the beverage dispensing areas?
(Product) Is there an area where you could obtain free between-meal snacks during the day and night (sandwiches, pizza, wraps etc)?

Dinner Buffet

(Service) Did the crew member give you positive eye contact and greet you with a smile asking "Good morning, afternoon or evening Sir/Madam?
(Service) Did the crew member use the guest name during the interaction? (Only if getting Cruise card)
(Service) Did the crew member show knowledge of the product offerings?
(Service) Did the crew member upsell additional Beverage offerings?
(Product) As the food on display is depleted, are replacement full dishes placed on display quickly, not allowing near-empty dishes to remain on display?
(Product) Is every dish requiring identification clearly labelled so you could understand the contents?
(Product) Is the spelling on the labels correct?
(Product) Is there an ample supply of back-up cutlery wrapped in napkins if you needed to go back to the buffet line for a second dish or dessert etc.?
(Product) On the buffet line, are the self-service utensils appropriate? (long handles, tongs where items had to be picked up, large spoons for ladling etc.)? And no serving utensils lying fully in the food (handles etc.)
(Product) Is there an easily-understood sign at the start of each line advising that plates could be used one time only (take a clean plate each time you enter the line)?
(Product) Are all the sauces and condiments easy to find and at least 1/2 full in glass bottle?
(Service) Do buffet attendants quickly clean up spillages in the buffet area?
(Product) Are all the displayed food protected against contamination (sneeze guards or other covers)?
(Product) Do you find the hot food acceptably hot, and the cold food acceptably cold?
(Service) Do the buffet attendants who handled food-contact surfaces or food (the carver) wearing gloves and head coverings?
(Product) Is the food presented in an appealing manner? (Please add picture of not appealing stations)

Embarkation Buffet

(Service) Do the crew member give you positive eye contact and greet you with a smile asking "Good morning, afternoon or evening Sir/Madam?
(Service) Did a member of the Buffet team direct you to a less-crowded area of buffet if ‘traffic jams’ started to develop?
(Service) Are all tables set up and cleared within an acceptable time for the next guests to come?
(Service) Do the crew member use the guest name during the interaction? (Only if getting Cruise card)
(Product) As the food on display is depleted, are replacement full dishes placed on display quickly, not allowing near-empty dishes to remain on display?
(Product) Is every dish requiring identification clearly labelled so you could understand the contents?
(Product) Is there an ample supply of back-up cutlery wrapped in napkins if you needed to go back to the buffet line for a second dish or dessert etc?
(Product) On the buffet line, are the self-service utensils appropriate? (long handles, tongs where items had to be picked up, large spoons for ladling etc)? And no serving utensils lying fully in the food (handles etc.)
(Product) Are the buffet lines attractively presented and well laid out?
(Product) Is the food fresh and of good flavour?
(Product) Are all the sauces and condiments easy to find and at least 1/2 full in glass bottle?
(Service) Did the buffet attendants quickly clean up spillages in the buffet area?
(Product) Is all the displayed food protected against contamination (sneeze guards or other covers)?
(Product) Do you find the hot food acceptably hot, and the cold food acceptably cold?
(Service) Are the buffet attendants who handle food-contact surfaces or food (the carver) wearing gloves and head coverings?

Back-of-House

Buffet & Buffet Galley

(Product) Are all personnel directly in contact with Food-Contact surfaces wearing disposable gloves?
(Product) Is all food displayed under sneeze guards?
(Product) Are the uniforms, aprons etc. of all Buffet personnel and cooks presentable and clean?
(Product) Do every buffet attendant and cook meet dress requirements (no jewelry except 1 ring and 1 watch, no visible neck ornaments, no tattoos, hair short)?

Bars & Lounges

Do you want to audit Bars & Lounges?

Food & Beverage

Bar Service

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What is the name of the lounge you audited?
(Product) Was the beverage list, or QR code, on your table when you were seated?
(Communication ) Was the correct currency displayed on the menu?
(Service) Did the crew member give you positive eye contact and greet you with a smile asking "good morning, afternoon or evening Sir/Madam?
(Service) Did the crew member engage in a polite conversation?
(Service) Were the crew members well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) Did the Crew member use the Guest's name during the interaction? (When the Crew has access to the guest name i.e. after scanning their cruise card)
(Service) Did the crew member show knowledge of the product offerings? (Name or brand of product)
What did the crew member say?
(Service) When applicable, did the waiter ask if you would like some ice and lemon in your cold drink?
(Service) When the crew member took your order, did they place a coaster on the table to signal that you have been attended to?
(Service) Did the crew member suggest additional food or beverage offerings?
(Speed) Was the correct drink served within 5 minutes of ordering?
(Service) Were the drinks served using a tray (for serving and clearing)?
(Service) Were your drinks placed on a coaster on the table?
(Service) Were the drinks served in the correct glassware (undamaged) with fresh garnish and a stirrer (if required)?
(Product) If you ordered a cold beverage, was the beverage and the glassware really cold?
(Service) As soon as tables were vacated, did the waiter clean and prepare the tables and set them up for the next Guest with the appropriate cloth and sanitizer?
(Product) Was the bill presented in a clean billfold (legacy ships) or on a tablet (smart ship)?
(Service) Was the speech of the waiter easily understandable in English/the relevant language of the canvas?
(Service) Was the service organized and professional without being intrusive or repetitive?
(Service) When you left the bar/lounge, did the waiter and/or bartender thank you and offer a warm and sincere farewell or a great day/night?
(Product) Did the lighting reflect the appropriate ambiance?
(Product) Was the temperature comfortable for the guest?
Was it too hot or too cold?
(Product) If there was live music in the bar/lounge, was the volume acceptable, allowing you to speak and be heard by someone sitting with you?
(Service) Were International Hostesses visible in the lounges; smiling, interacting with guests and performing talks in a professional manner?
(Communication) Was the promotional or printed material according to the brand standards? (Op Net 3.08 On Board Communication)
(Product) If for some reason the floor was wet anywhere, were appropriate warning signs positioned and removed when the floor was dry?
(Cleanliness) Were the Floor/Walls/Doors/Vents/Lighting/Ceiling/Windows/Window Treatments clean?

Bar Service

What is the name of the lounge you audited?
(Product) Was the beverage list, or QR code, on your table when you were seated?
(Communication ) Was the correct currency displayed on the menu?
(Service) Did the crew member give you positive eye contact and greet you with a smile asking "good morning, afternoon or evening Sir/Madam?
(Service) Did the crew member engage in a polite conversation?
(Service) Were the crew members well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) Did the Crew member use the Guest's name during the interaction? (When the Crew has access to the guest name i.e. after scanning their cruise card)
(Service) Did the crew member show knowledge of the product offerings? (Name or brand of product)
What did the crew member say?
(Service) When applicable, did the waiter ask if you would like some ice and lemon in your cold drink?
(Service) When the crew member took your order, did they place a coaster on the table to signal that you have been attended to?
(Service) Did the crew member suggest additional food or beverage offerings?
(Service) Was the correct drink served within 5 minutes of ordering?
(Service) Were the drinks served using a tray (for serving and clearing)?
(Service) Were your drinks placed on a coaster on the table?
(Service) Were the drinks served in the correct glassware (undamaged) with fresh garnish and a stirrer (if required)?
(Product) If you ordered a cold beverage, was the beverage and the glassware really cold?
(Service) As soon as tables were vacated, did the waiter clean and prepare the tables and set them up for the next Guest with the appropriate cloth and sanitizer?
(Product) Was the bill presented in a clean billfold (legacy ships) or on a tablet (smart ship)?
(Service) Was the speech of the waiter easily understandable in English/the relevant language of the canvas?
(Service) Was the service organized and professional without being intrusive or repetitive?
(Service) When you left the bar/lounge, did the waiter and/or bartender thank you and offer a warm and sincere farewell or a great day/night?
(Product) Did the lighting reflect the appropriate ambiance?
(Product) Was the temperature comfortable for the guest?
Was it too hot or too cold?
(Product) If there was live music in the bar/lounge, was the volume acceptable, allowing you to speak and be heard by someone sitting with you?
(Service) Were International Hostesses visible in the lounges; smiling, interacting with guests and performing talks in a professional manner?
(Communication) Was the promotional or printed material according to the brand standards? (Op Net 3.08 On Board Communication)
(Product) If for some reason the floor was wet anywhere, were appropriate warning signs positioned and removed when the floor was dry?
(Cleanliness) Were the Floor/Walls/Doors/Vents/Lighting/Ceiling/Windows/Window Treatments clean?

Bar Service

What is the name of the lounge you audited?
(Product) Was the beverage list, or QR code, on your table when you were seated?
(Communication ) Was the correct currency displayed on the menu?
(Service) Did the crew member give you positive eye contact and greet you with a smile asking "good morning, afternoon or evening Sir/Madam?
(Service) Did the crew member engage in a polite conversation?
(Service) Were the crew members well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) Did the Crew member use the Guest's name during the interaction? (When the Crew has access to the guest name i.e. after scanning their cruise card)
(Service) Did the crew member show knowledge of the product offerings? (Name or brand of product)
What did the crew member say?
(Service) When applicable, did the waiter ask if you would like some ice and lemon in your cold drink?
(Service) When the crew member took your order, did they place a coaster on the table to signal that you have been attended to?
(Service) Did the crew member suggest additional food or beverage offerings?
(Service) Was the correct drink served within 5 minutes of ordering?
(Service) Were the drinks served using a tray (for serving and clearing)?
(Service) Were your drinks placed on a coaster on the table?
(Service) Were the drinks served in the correct glassware (undamaged) with fresh garnish and a stirrer (if required)?
(Product) If you ordered a cold beverage, was the beverage and the glassware really cold?
(Service) As soon as tables were vacated, did the waiter clean and prepare the tables and set them up for the next Guest with the appropriate cloth and sanitizer?
(Product) Was the bill presented in a clean billfold (legacy ships) or on a tablet (smart ship)?
(Service) Was the speech of the waiter easily understandable in English/the relevant language of the canvas?
(Service) Was the service organized and professional without being intrusive or repetitive?
(Service) When you left the bar/lounge, did the waiter and/or bartender thank you and offer a warm and sincere farewell or a great day/night?
(Product) Did the lighting reflect the appropriate ambiance?
(Product) Was the temperature comfortable for the guest?
Was it too hot or too cold?
(Product) If there was live music in the bar/lounge, was the volume acceptable, allowing you to speak and be heard by someone sitting with you?
(Service) Were International Hostesses visible in the lounges; smiling, interacting with guests and performing talks in a professional manner?
(Communication) Was the promotional or printed material according to the brand standards? (Op Net 3.08 On Board Communication)
(Product) If for some reason the floor was wet anywhere, were appropriate warning signs positioned and removed when the floor was dry?
(Cleanliness) Were the Floor/Walls/Doors/Vents/Lighting/Ceiling/Windows/Window Treatments clean?

Bar Service

What is the name of the lounge you audited?
(Product) Was the beverage list, or QR code, on your table when you were seated?
(Communication ) Was the correct currency displayed on the menu?
(Service) Did the crew member give you positive eye contact and greet you with a smile asking "good morning, afternoon or evening Sir/Madam?
(Service) Did the crew member engage in a polite conversation?
(Service) Were the crew members well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) Did the Crew member use the Guest's name during the interaction? (When the Crew has access to the guest name i.e. after scanning their cruise card)
(Service) Did the crew member show knowledge of the product offerings? (Name or brand of product)
What did the crew member say?
(Service) When applicable, did the waiter ask if you would like some ice and lemon in your cold drink?
(Service) When the crew member took your order, did they place a coaster on the table to signal that you have been attended to?
(Service) Did the crew member suggest additional food or beverage offerings?
(Service) Was the correct drink served within 5 minutes of ordering?
(Service) Were the drinks served using a tray (for serving and clearing)?
(Service) Were your drinks placed on a coaster on the table?
(Service) Were the drinks served in the correct glassware (undamaged) with fresh garnish and a stirrer (if required)?
(Product) If you ordered a cold beverage, was the beverage and the glassware really cold?
(Service) As soon as tables were vacated, did the waiter clean and prepare the tables and set them up for the next Guest with the appropriate cloth and sanitizer?
(Product) Was the bill presented in a clean billfold (legacy ships) or on a tablet (smart ship)?
(Service) Was the speech of the waiter easily understandable in English/the relevant language of the canvas?
(Service) Was the service organized and professional without being intrusive or repetitive?
(Service) When you left the bar/lounge, did the waiter and/or bartender thank you and offer a warm and sincere farewell or a great day/night?
(Product) Did the lighting reflect the appropriate ambiance?
(Product) Was the temperature comfortable for the guest?
Was it too hot or too cold?
(Product) If there was live music in the bar/lounge, was the volume acceptable, allowing you to speak and be heard by someone sitting with you?
(Service) Were International Hostesses visible in the lounges; smiling, interacting with guests and performing talks in a professional manner?
(Communication) Was the promotional or printed material according to the brand standards? (Op Net 3.08 On Board Communication)
(Product) If for some reason the floor was wet anywhere, were appropriate warning signs positioned and removed when the floor was dry?
(Cleanliness) Were the Floor/Walls/Doors/Vents/Lighting/Ceiling/Windows/Window Treatments clean?

Bar Service

What is the name of the lounge you audited?
(Product) Was the beverage list, or QR code, on your table when you were seated?
(Communication ) Was the correct currency displayed on the menu?
(Service) Did the crew member give you positive eye contact and greet you with a smile asking "good morning, afternoon or evening Sir/Madam?
(Service) Did the crew member engage in a polite conversation?
(Service) Were the crew members well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) Did the Crew member use the Guest's name during the interaction? (When the Crew has access to the guest name i.e. after scanning their cruise card)
(Service) Did the crew member show knowledge of the product offerings? (Name or brand of product)
What did the crew member say?
(Service) When applicable, did the waiter ask if you would like some ice and lemon in your cold drink?
(Service) When the crew member took your order, did they place a coaster on the table to signal that you have been attended to?
(Service) Did the crew member suggest additional food or beverage offerings?
(Service) Was the correct drink served within 5 minutes of ordering?
(Service) Were the drinks served using a tray (for serving and clearing)?
(Service) Were your drinks placed on a coaster on the table?
(Service) Were the drinks served in the correct glassware (undamaged) with fresh garnish and a stirrer (if required)?
(Product) If you ordered a cold beverage, was the beverage and the glassware really cold?
(Service) As soon as tables were vacated, did the waiter clean and prepare the tables and set them up for the next Guest with the appropriate cloth and sanitizer?
(Product) Was the bill presented in a clean billfold (legacy ships) or on a tablet (smart ship)?
(Service) Was the speech of the waiter easily understandable in English/the relevant language of the canvas?
(Service) Was the service organized and professional without being intrusive or repetitive?
(Service) When you left the bar/lounge, did the waiter and/or bartender thank you and offer a warm and sincere farewell or a great day/night?
(Product) Did the lighting reflect the appropriate ambiance?
(Product) Was the temperature comfortable for the guest?
Was it too hot or too cold?
(Product) If there was live music in the bar/lounge, was the volume acceptable, allowing you to speak and be heard by someone sitting with you?
(Service) Were International Hostesses visible in the lounges; smiling, interacting with guests and performing talks in a professional manner?
(Communication) Was the promotional or printed material according to the brand standards? (Op Net 3.08 On Board Communication)
(Product) If for some reason the floor was wet anywhere, were appropriate warning signs positioned and removed when the floor was dry?
(Cleanliness) Were the Floor/Walls/Doors/Vents/Lighting/Ceiling/Windows/Window Treatments clean?

Aurea Spa

Please visit the Aurea Spa and proceed to book one service to complete this section.
Do you want to audit the Aurea Spa?

Spa Reception

(Product) Was the general atmosphere in keeping with the area (appropriate music, lights, aroma)?
Was a receptionist/assistant or Spa manager present at the reception desk when you entered?
(Service) Did the receptionist give you positive eye contact and greet you with a smile asking "Good morning, afternoon or evening Sir/Madam?
(Cleanliness) Are the display cabinets neatly arranged and clean?
(Service) Did the receptionist offer different treatments according to the spa experience you are looking for?
What did the person say?
(Service) Were the crew members well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) After you identified yourself (either by name or using your Cruise Card), did the personnel use your name at least once?
(Communication) Is the printed material visible and well arranged?
(Communication) Are the guest given an appointment card and the Spa etiquette explained?

Spa

(Speed) If you made an appointment, was it kept punctually if not did somebody come and advise you of the delay?
(Communication) Were you asked by a staff member to complete a consultation form and is an upgrade menu is given in the correct language?
(Service) Did the therapist introduce her/himself to you and address you by name?
(Service) When entering the therapy area, did the therapist walk in front of you, open the door and allow you to enter the room first?
Was the treatment room inviting? (temperature, music, lighting, aroma, temperature)
(Service) Did the therapist explain the treatment and confirm that the treatment being offered was the one you requested?
(Service) Were you explained how to prepare for the treatment, what to remove, how to lie on the bed?
(Service) When the therapist returned, did he/she ask whether the music, lights and temperature were acceptable to you?
(Service) Did the staff member check in on pressure, warmth and comfort at the beginning of the treatment?
Did the staff member ascertain the reasons for your visit and what you wanted from the treatment?
(Product) Did the therapist offer a refreshment (water or tea) after the treatment?
(Service) Were you escorted to the spa reception and thanked by the therapist?
(Product) Did you receive a recommendation of additional services and retail solutions and an attempt to close?
(Service) Did the Spa reception team ask the guest how their treatment was?
(Service) Did the reception team attempt to schedule futher treatments?
(Cleanliness) Are the Treatment Cabin floor, walls, door, ceiling and windows/treatments clean?
(Maintenance) Are they in good condition?
(Cleanliness) Is the Treatment Cabin furniture, equipment and decor items clean?
(Maintenance) Are they in good condition?

Fitness / Gym

(Product) Was the health bar near the Fitness area open at 0900h (for water and energy drink sales)?
(Product) Was the Fitness area opene at the advertised hours (0700h to 2100h)?
(Product) Was there a sign near the Fitness area entrance stating that use of the area in the non-supervised hours was at the risk of the user?
(Product) Was there a hand-sanitizer positioned near each entrance door to the Fitness area?
(Product) Were self responsibility waiver forms displayed neatly inside the area where they could be easily seen?
(Product) Was there a locked and concealed collection box for signed waivers, constructed to avoid confidential information from being seen?
(Communication) Is any printed material (waivers) visible and well arranged?
(Service) Did the Fitness instructor give you positive eye contact and greet you with a smile "good morning, afternoon or evening Sir/Madam"?
(Service) Was the fitness instructor well groomed and professionally presented in clean uniform and shoes and wearing a name tag?
(Service) Did the Fitness instructor introduce themselves to the guest during the interaction and request you complete the waiver?
(Service) Was the Fitness instructor available at all times that this service was advertised?
(Product) Were there clean sweat towels available on a self-serve basis inside the Fitness area, with a collection container for used towels?
(Product) Were there sanitized wipes or suitable alternative disposable paper towels for wiping down the equipment after use?
(Product) Was the room temperature at a comfortable level for exercising?
(Product) Were there clear instructions on each machine showing the user the safe and correct use of each piece of mechanical equipment?
(Product) Was there a large wall clock clearly visible in the Fitness?
(Communication) Was the gym signage visible and in good condition?
(Product) Was there appropriate music playing in the Fitness area?
(Product) Is the lighting set to an appropriate level?
(Cleanliness) Were Fitness area floor / walls / doors / ceiling and windows/treatments clean?
(Maintenance) Were area floor / walls / doors / ceiling and windows/treatments in good condition?
(Cleanliness) Was the equipment, machines and loose weights in the Fitness area clean and neatly arranged ?
(Maintenance) Are they in good condition and properly maintained ? Please check the T.V. screens on the treadmills.

Wellness Area

(Service) Did the crew member give you positive eye contact and greet you with a smile asking "good morning, afternoon or evening Sir/Madam?"
(Service) Was the speech of the crew you encountered clear, and their use of English fully understood?
(Communication) In the treatment room was a consultation provided where you were asked lifestyle and medical-related questions?
(Communication) Were there safety instructions clearly displayed outside the heat areas (sauna and steam rooms)?
(Product) Were the sauna and steam room areas appropriately heated?
(Product) Was there a timing device visible in the heat rooms i.e. an hour glass or steam proof clock?
(Product) Was there a thermometer in or outside the heat rooms to clearly indicate the temperature?
(Communication) Were there clear signs to advise the maximum time you should remain in the steam rooms and sauna?
(Product) Was there a clearly marked container or basket for used towels?
(Service) Were clean and dirty towels replenished on a regular basis?
(Product) Did all lockers have an individual lock?
(Product) Were there clean towels available for you in the dressing rooms?
(Product) Were the towels provided on a self-serve basis in a hygienic arrangement i.e. not left on a seat?
(Product) Were there good quality hairdryers available in the dressing rooms?
(Service) Before you left the wellness area, did the personnel thank you, offer you a friendly farewell, and hoped to 'see you again'?
(Cleanliness) Were Spa areas and Relaxation Lounge floor, walls, doors, ceiling and windows/treatments clean?
(Maintenance) Are they in good condition?
(Cleanliness) Were Spa areas and Relaxation Lounge furniture, equipment and decor items clean?
(Maintenance) Are they in good condition?
(Cleanliness) Were the Spa Locker Room restroom/shower floor, walls, doors, ceiling and windows/treatments clean?
(Maintenance) Are they in good condition?
(Cleanliness) Were Spa Locker Room restroom/shower furniture, equipment and decor items clean?
(Maintenance) Are they in good condition?

Casino

Please note, the casino is not open when the ship is in port. Please complete this section when the ship is at sea.
Do you want to audit the Casino?

Casino - Entertainment

Cabin

(Communication) Were the opening hours of the Casino promoted each day in the ship's in Daily Program?

Casino - Bar

Casino

(Service) Were the Bar personnel attentive and offering regular service to tables and machines?

Onboard Revenue Services

(Service) Were the cashiers visible at all times in the cashier's office, when the Casino was open?
(Product) Was there a hand sanitizer or hand wipes clearly visible at the cash desk window when the Casino was open?
(Product) Was the music volume and playlist appropriate?
(Communication) Were the casino related announcements clear and easy to understand?
(Service) Were the crew members well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) Did the Casino dealer give you positive eye contact and greet you with a smile asking "Good afternoon or evening Sir/Madam?
(Service) Did the Casino Dealer create an enjoyable and welcoming atmosphere for the players at the table?
(Service) Were the Casino staff assisting with cruise card transactions at the slot machines?
(Service) Did the crew member thank you, offer you a friendly farewell, and hoped to see you tomorrow?
(Service) Were the Casino staff knowledgeable about the games offered?
(Service) Were the ashtrays, trash cans emptied and replaced regularly?
(Maintenance) Were all the slot machines in working condition?
(Cleanliness) Were the Floor/Furniture/Equipment/Décor/Walls/Doors/Ceiling/Lighting/Vents/Windows/Window Treatments clean?
(Maintenance) Were the Walls/Doors/Ceiling/Lighting/Vents/Windows/Window Treatments in good condition?
(Service) Did the Casino staff explain the Casino Reward Program and its benefits?
(Communication) Was the Casino Reward Program clearly advertised ?

Future Cruise Consultation

Do you want to audit Future Cruise Consultation?

Onboard Services

Future Cruise Office

(Communication) Did the Future Cruise Talk start at the time advertised in the Daily Program?
(Communication) Were the opening hours of the Future Cruise promoted each day in the ship's in Daily Program?
(Product) Did you receive a quality of promo/offers flyer in your cabin?
(Communication) Was a sign informing on the opening hours of the Future Cruise Office visible?
(Service) Is the Cruise Consultant present at the advertised times?
(Service) Did the Cruise Consultant give you positive eye contact and greet you with a smile?
(Service) Did the Cruise Consultant offer genuine, warm and professional service, able to answer questions about the program?
(Product) Did the Cruise Consultant present with enthusiasm and using a slide show?
(Communication) Was a printed flyer presenting the main offer/offers present?
(Service) Where applicable, was the Cruise Consultant well-groomed and professionally presented in a clean uniform, polished shoes, and wearing a name tag?
(Maintenance) Were the Furniture/Equipment/Décor Items in good condition?
(Cleanliness) Was the Future Cruise desk tidy and free from internal documents and paperwork?

Amusement Area

Would you like to audit the Amusement area?

Onboard Revenue Services

Amusement Area

What is the class of the vessel?
- Lirica Class (LI)
- Musica Class (MU)
- Fantasia Class (FA)
- Meraviglia Class (MR)
- Seaside Class (SE)
- Europa Class (EU)
- Other
(Product) Are the toys distributors fully stocked and in good working condition?
(Product) Is the zip-line working properly (where applicable)?
(Communication) Did the Amusement area open at the time indicated on the daily program?
(Communication) Is the attractions list displayed on the amusement desk?
(Communication) Are the promo/packages and "fun pass" flyer displayed on the amusement desk?
(Communication) Is the flyer informing guests about setting a spending limit for children placed in the cabin with children?
(Service) Do the Amusement Team demonstrate a good level of friendly eye contact and verbally greet Guests as they transited the Amusement area?
(Service) Does the crew member introduce himself/herself to the guest during the interaction and offer assistance?
(Service) Where applicable, were the crew members well-groomed and professionally presented in a clean uniform, polished shoes, and wearing a name tag?
(Service) Did the Amusement team provide comprehensive information and did they present the different packages on offer?
(Maintenance) Is the Amusement area in good condition?

Internet Area

Do you want to audit Hub - Internet area?

Onboard Revenue Services

The Hub Info Point

(Product) On embarkation day is it easy to find an Internet sales and information point?
(Maintenance) Was the HUB (Internet) Info desk in good condition?
(Communication) Were the "Internet packages" and the "How to Connect" instructions flyers displayed on the HUB Info desk?
(Communication) Is the internet roll-up and flyer "How to connect" (including a QR code) available by the info points during embarkation then at the Photo Gallery/HUB ?
(Service) Were the crew members well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) Did the crew member introduce himself/herself to the guest during the interaction?
(Service) Did the HUB team provide comprehensive information on the different Internet packages available?
(Service) Did the HUB team propose to you to upgrade your Internet package option?
(Service) Did the HUB team provided full assistance in case of internet connectivity issues?
(Service) Where applicable, were the HUB team well-groomed and professionally presented in a clean uniform, polished shoes, and wearing a name tag?
(Product) Were you able to use the internet in your cabin?
What was your cabin number?

HUB - Photo Gallery

Do you want to audit the HUB - Photo Gallery?

Entertainment

Cabin

(Product) Does the Photo Gallery / The HUB open at the time indicated on the daily program?

Onboard Revenue Services

Photo Gallery / The Hub

What class is the vessel?
- Lirica Class (LI)
- Musica Class (MU)
- Fantasia Class (FA)
- Meraviglia Class (MR)
- Seaside Class (SE)
- Europa Class (EU)
- Other
(Product) Do the digital screens display guest pictures ?
(Communication) Is there a printed flyer or digital material presenting the main photo offers?
(Product) Do you easily find your pictures in the MSC Photo application?
(Cleanliness) Was the Photo Gallery / The HUB sales desk tidy ?
(Maintenance) Was the Photo Gallery / The HUB sales desk in good condition?
(Service) Were the crew members well-groomed and professionally presented in a clean uniform, polished shoes, and wearing a name tag?
(Service) Is the crew member giving you positive eye contact and greet you with a smile asking "Good morning, afternoon or evening Sir/Madam?
(Service) Does the HUB team engage in a polite and friendly manner with the guests during the evening in the portrait locations?
(Service) During any transactions at the Photo Gallery desk, did the photo staff use the guest's name at least once after presenting their cruise card?
(Service) Did the HUB team provide comprehensive information on the different photo packages available?
(Service) Did the HUB team suggest you to upgrade to a better package option?
(Product) Was there a clearly marked container for used camera batteries provided for Guests in the Photo Gallery / The HUB sales desk?
(Service) Where applicable, were the HUB Photo Team well-groomed and professionally presented in a clean uniform, polished shoes, and wearing a name tag?
(Service) Does the HUB team demonstrate a good level of friendly eye contact, verbally greeting Guests as they transited the Photo gallery / HUB sales desk?
(Product) Were the photographs displayed within 24 hours from the time they were taken?
(Product) Were the photographs well organized & presented in the displays ?

Kid's Club

Do you want to audit Kid's Club?

Entertainment

Cabin

(Product) Were the kids activities taking place according to the times and location advertised on the daily program ?

Kids Entertainment

Kids Club

(Maintenance) Were the Walls/Doors/Ceiling/Vents/Windows/Window Treatments in good condition?
(Maintenance) Is the Doremiland Kids club Chairs/Tables/Lego graphic/Cicco graphic/Toys/Football tables in good condition ?
(Cleanliness) Were the Floor/Walls/Doors/Lighting/Vents/Ceiling/Windows/Window Treatments clean?
(Service) Are all Doremiland venues open and available ? ( MSC Babytime, MSC Babycare, Kids around the clock)
(Product) Is The area for babies 0 to 3 years old filled with toys and is at least one of the services dedicated to them offered? (MSC BabyTime and /or MSC Babycare)
(Product ) Is the teens area open at the times indicated in the program and with the lights on/music playing/all the games consoles working?
(Product) Is the Doremiland Kids area full of toys/board games/decoration and visible to the guests?
(Product) Are all the kids/teens club activities explained in the daily program according the following lineup ?: Arts & crafts, group games, sports, wii / xbox, live events (family game show Theatre/ Lounges)?
(Service) Where applicable, were the Kids Entertainment Crew Members well-groomed and professionally presented in a clean uniform, polished shoes, and wearing a name tag?
(Product ) Are kids accompanied by Youth Staff visible around the ship (lounges/buffets/theater)?

Main Dining Restaurant

Please complete this section when you visit your assigned main dining restaurant for breakfast, lunch and dinner.
Would you like to audit Main Dining Restaurant?

Food & Beverage

Main Restaurant Facility

When completing the Main Restaurant Facility section, please review the area generally.
(Cleanliness) Are the Floor / Walls / Doors / Lighting / Vents / Ceiling / Windows / Window Treatments clean?
(Maintenance) Are the Floor / Walls / Doors / Lighting / Vents / Ceiling / Windows / Window Treatments in good condition?
(Cleanliness) Are the Furniture/Equipment/Buffet Area/Side Stations/Tables/Chairs clean?
(Maintenance) Are the Floor / Walls / Doors / Lighting / Vents / Ceiling / Windows / Window Treatments in good condition?
(Cleanliness) Is the upholstered seating clean?
(Maintenance) Is the upholstered seating in good condition?
(Cleanliness) Are the Menus/Tabletop Appointments/Linens/Dishware/Silverware clean?
(Maintenance) Are Menus/Tabletop Appointments/Linens/Dishware/Silverware in good condition?
(Service) Where applicable, were the Crew Members in the Buffet well-groomed and professionally presented in a clean uniform, polished shoes, and wearing a name tag?

Restaurant Breakfast

(Product) Is there a well-positioned hand sanitizer dispenser at the restaurant entrance?
(Service) Are you given a warm sincere greeting at the restaurant door by a smiling member of the Restaurant team within an acceptable time after arriving at the door?
(Service) Does the waiter or Assistant escort you to the table within an acceptable time?
(Service) Does the crew member give you positive eye contact and greet you with a smile asking "Good morning, afternoon or evening Sir/Madam?
(Service) Does the crew member introduce himself/herself to the guest during the interaction?
(Service) Does the crew member engage in a polite conversation?
(Product) Is the temperature comfortable for the guest?
(Product) Is appropriate background music playing at a discreet volume?
(Product) If for some reason the floor Is wet inside the restaurant, are appropriate warning signs positioned and removed when the floor is dry?
(Product) Are the items on the menu spelled correctly?
(Product) Is there a choice of at least three different preserves and spreads available or presented on the table?
(Product) Is there a sugar caddy on the breakfast table with a selection of 3 sugars (white, brown, sweetener)?
(Product) Are there glass salt and pepper shakers on the table at least 2/3 full?
(Product) Are the individual butter packs undamaged and presented on ice? (Margarine on request)
Does the waiter offer tea/coffee/juice within a reasonable time after you were seated?
(Service) Is tea/coffee offered and replenished?
(Service) Does the waiter offer you a choice of bread/pastries within a reasonable time after the waiter took the order?
(Service) Does the waiter return to replenish your bread and/or breakfast pastries during the meal?
(Service) As you finished one dish, does the waiter replace cutlery as you progressed through the meal?
(Service) Does the crew member use the guest name during the interaction? (Only if getting Cruise card)
(Service) Does the crew member show knowledge of the product offerings?
(Product) Does the food you selected match the way it is described in the menu?
(Product) Is the food presented in an appealing manner?
(Product) Is the food fresh and of good flavour?
(Product) Does you find the hot food acceptably hot, and the cold food acceptably cold?
(Product) Is the hot food served on hot plates, cold food on cold plates?
(Product) Is the food cooked as requested?
(Service) When you left the Restaurant, does your waiter or other Restaurant crew thank you, offer you a friendly farewell?

Restaurant Lunch

(Service) Are you given a warm sincere greeting at the restaurant door by a smiling member of the Restaurant team?
(Service) Does the waiter or assistant escort you to the table?
(Service) Does the waiter help you with the chair, lay the napkin on your lap and offer the wine list and menu soon after you are seated?
(Service) Does the crew member give you positive eye contact and greet you with a smile asking "Good morning, afternoon or evening Sir/Madam?
(Service) Does the crew member introduce himself/herself to the guest during the interaction?
(Service) Does the crew member engage in a polite conversation?
(Service) Is the Waiter's speech easily understandable and his use of English fully understood?
(Service) Does the waiter explain the menu and make suggestions?
(Service) Does the waiter automatically suggest bottled mineral water before the order is taken?
(Service) Does the Waiter ask how you wanted your meat cooked (rare, medium, well done meat etc, no sugar, no salt etc)?
(Service) Does the crew member show knowledge of the product offerings?
(Service) Does the crew member upsell additional Food and Beverage offerings?
(Service) Is your wine order taken within 5 minutes of the food order being taken?
(Service) Is the starter served within 10 minutes of the order being placed?
(Service) Does the waiter serve the ladies first, and from the correct side?
(Service) Is the second course served within 10 minutes of the starter dishes being removed?
(Service) Where required, is ground pepper offered?
(Service) If pasta was ordered, is grated Parmesan cheese offered and served correctly?
(Service) Is the main course served within 10 minutes of the second dish being removed, or within 25 minutes if no starter or second course Is ordered?
(Service) Is the order correct and complete in every way?
(Service) Is additional bread offered during the course of the meal?
(Service) Are appropriate condiments offered and provided (requested or not) (Cranberry sauce with turkey, mint sauce with lamb, olive oil with salads etc)?
(Service) If these condiments are served, are they served in appropriate containers (not directly from commercially-labelled bottles)?
(Service) Is cutlery changed to suit the meal ordered? (Fish knives for fish, steak knives for steak etc)
(Service) Is the table crumbed, salt and pepper shakers removed before serving dessert?
(Service) Does the waiter automatically suggest desserts?
(Service) If ordered, are the desserts served within 10 minutes of ordering?
(Service) If there is a delay in serving, does the waiter apologize & explain the delay?
(Service) During the meal, does the Head waiter, Ass. Maitre D or Maitre D (or any Manager) check politely to see if everything is satisfactory?
(Service) Are the drinks served (and cleared) using a tray?
(Service) If white wine, is the bottle placed in an ice bucket near the table?
(Service) Does the waiter have a good knowledge of the wines on the wine list? Does he suggest any specific wines for your meal?
(Service) Does the waiter (or sommelier) automatically offer a second bottle of wine or water when the first bottle is finished?
(Service) Does the waiter present the selected wine to the Guest and open the bottle at the tableside?
(Service) Does the waiter pour a small quantity into the Host's glass to taste, and on confirmation that it is satisfactory, continue to pour the wine in the correct rotation?
(Service) As the meal progressed, does the waiter top up the wine without being asked to do so?
(Service) If not wine, (canned or other bottled drink), is the beverage poured in front of the guest at the table and not delivered pre-poured?
(Service) When you left the Restaurant, does your waiter or other Restaurant crew thank you, offer you a friendly farewell?
(Product) If wine is served, is the bill for the wine presented in a clean billfold?
(Product) Is the menu spelled correct?
(Service) Does the crew member use the guest name during the interaction? (Only if getting Cruise card)
(Product) Does the food appear the way it is described in the menu?
(Product) Is the food presented in an appealing manner?
(Product) Is the food fresh and of good flavour?
(Product) Is the food served at an appropriate temperature (not luke-warm, not cool instead of cold etc)?
(Product) Is the main course (meat, fish etc), cooked exactly the way you had asked for it?
(Product) Are the napkins neatly folded in front of each Guest?

Main Restaurant Dinner

(Service) Are you given a warm sincere greeting at the restaurant door by a smiling member of the Restaurant team?
(Service) Does the waiter or assistant escort you to the table (only during the 1st night)?
(Product) Is the table presented as per standard reference picture?
(Service) Does the waiter give you positive eye contact and greet you with a smile asking "Good morning, afternoon or evening Sir/Madam?
(Service) Does the crew member introduce himself/herself to the guest during the interaction?
(Service) Does the waiter help you with the chair, lay the napkin on your lap and explain how to access to the QR wine list and menu soon after you are seated?
(Product) Are the napkins neatly folded in front of each Guest?
(Product) At dinner time (when at sea and dark outside), are the curtains closed?
(Product) Does the lighting reflect the appropriate ambiance?
(Service) Does the waiter explain the menu and make suggestions?
(Product) Is the menu description spelled correctly?
(Service) Does the waiter advise if any items are not available on the menu?
(Service) Does the waiter automatically suggest bottled mineral water before the order Is taken?
(Service) Is the Waiter's speech easily understandable and his use of English fully understood?
(Service) Does the Waiter ask how you wanted your meat cooked (rare, medium, well done meat)?
(Service) Is your wine order taken within 5 minutes of the food order being taken?
(Service) Does the waiter have a good knowledge of the wines on the wine list? Does he suggest any specific wines for your meal?
(Service) Does the crew member upsell additional Food and Beverage offerings?
(Service) Is the correct drink order delivered within 5 minutes of being ordered?
(Service) Are the drinks served (and cleared) using a tray?
(Service) If not wine, (canned or other bottled drink), is the beverage poured in front of the guest at the table and not delivered pre-poured?
(Service) Does the waiter present the selected wine to the Guest and open the bottle at the tableside?
(Service) If white wine, is the bottle placed in an ice bucket near the table?
(Service) If it is a 'special' wine, does a wine waiter or the sommelier suggest the wine be decanted for you at the table?
(Service) Does the waiter pour a small quantity into the Host's glass to taste, and on confirmation that it is satisfactory, continue to pour the wine in the correct rotation?
(Service) Is the starter served within 10 minutes of the order being placed?
(Service) Does the waiter serve the ladies first, and from the correct side?
(Service) Is the second course served within 10 minutes of the starter dishes being removed?
(Service) Where required (type of food), is ground pepper offered?
(Service) Are appropriate condiments offered and provided (requested or not) (Cranberry sauce with turkey, mint sauce with lamb, olive oil with salads etc)?
(Service) If these condiments are served, are they served in appropriate containers (not directly from commercially-labelled bottles)?
(Service) Does the waiter serve in appropriate sequence (no main course served while common-group guests are still eating the previous course)?
(Service) Does the crew member show knowledge of the product offerings?
(Service) Is the order correct and complete in every way?
(Service) Is cutlery changed to suit the meal ordered? (Fish knives for fish, steak knives for steak etc)
(Service) Is the table crumbed, salt and pepper shakers removed before serving dessert?
(Service) Is additional bread offered during the course of the meal?
(Service) Are all dishes removed within 10 minutes of all guests completing the main course?
(Product) Does the food appear the way it is described in the menu?
(Product) Is the main course (meat, fish etc), cooked exactly the way you had asked for it?
(Product) Is the food served at an appropriate temperature (not luke-warm, not cool instead of cold etc)?
(Service) Does the waiter automatically suggest desserts?
(Service) If ordered, are the desserts served within 10 minutes of ordering?
(Service) If there is a delay in serving, does the waiter apologize & explain the delay?
(Service) During the meal, does the waiter check politely to see if everything is satisfactory?
(Service) During the meal, does the Head waiter, Ass. Maitre D or Maitre D (or any Manager) check politely to see if everything is satisfactory?
(Service) Does the waiter (or sommelier) automatically offer a second bottle of wine or water when the first bottle is finished?
(Service) As the meal progressed, does the waiter top up the wine without being asked to do so?
(Product) If wine is served, is the bill for the wine presented in a clean billfold?
(Service) Does the crew member use the guest name during the interaction? (Only if getting Cruise card)
(Service) When you left the Restaurant, does your waiter or other Restaurant crew offer you a friendly farewell, and hoped to 'see you tomorrow'?

Room Service*

Please use your cabin phone to place an order with room service
Would you like to audit Room Service?

Food & Beverage

Room Service

(Service) When you telephone for Room Service, is the phone answered within 3 rings with an appropriate greeting?
(Service) If your call is not answered within 3 rings, is an apology offered?
(Service) If you are put 'on hold', did you wait for no more than 30 seconds?
(Service) Is the operator able to answer all your questions about the menu?
(Service) Is the speech of the operator clear and easily understood?
(Service) Does the operator repeat your order at the end of the call?
(Service) Does the operator advise you the approximate delivery time of your order?
(Service) Does the operator ask if you required any drinks with your order?
(Service) Does the telephone operator address you by name at least one time during the conversation?
(Service) Is the order delivered to your cabin in the standard required time (Breakfast card order within 5 minutes of ordered time, phone orders within 20 minutes of order being placed)?
(Service) Does the Room Service operator telephone you to advise that the order is on the way a few minutes before it is delivered (breakfast and snacks)
(Service) Does the crew member give you positive eye contact and greet you with a smile asking "Good morning, afternoon or evening Sir/Madam?
(Service) Are the crew members well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) Does the crew member use the guest name during the interaction?
(Service) Does the Room Service delivery person ask where you wanted the tray to be placed?
(Service) Does the Room Service delivery person confirm with you that the order is complete as ordered?
(Service) Does the Room Service delivery person inform you what to do with the tray when the meal is finished? (Leave it in the room, leave it in the corridor, call Room Service?
(Service) Does the crew member engage in a polite conversation?
(Service) Does the crew member show knowledge of the product offerings?
(Product) In the case of paid snacks or drinks from the bar, is the bill provided in a clean billfold with an MSC pen, clearly itemized and correct?
(Product) Is the food presented on the tray in an appealing and neat manner?
(Product) Does the food resemble exactly the way it is described on the Room Service menu?
What was different?
(Product) Is the food presented in an appealing manner?
(Product) Is the food fresh and of good flavour?
(Product) If you ordered a hot beverage, is it delivered to you hot and well brewed?
(Product) If tea is served, are a variety of at least 3 teas offered?
(Product) Are the bakery items fresh and warm ?
(Cleanliness) Is the cutlery, crockery and glassware clean?
(Maintenance) Is the cutlery, crockery and glassware in good condition?
(Product) Is the butter or margarine in an undamaged single-serve pack?
(Product) Are all the cold drinks covered, and all plated food covered with clean plate covers?
(Maintenance) Are all the glassware, flatware and other consumables undamaged, no chips etc.?
(Product) If required, is milk and a full sugar selection (white, brown and sweetener) presented neatly on the tray?
(Service) Is the speech of the Room Service delivery crew member clear and well understood? (English minimum)
(Service) Does the Room Service delivery person offer a warm, sincere farewell at the end of the interaction before he/she left your cabin?

Onboard Shops*

When the ship is at sea, please visit the onboard retail shops to audit this section. Please note, all retail shops are closed whilst the ship is in port.
Would you like to audit Onboard Shops?

Shops

(Service) Did the crew member give you positive eye contact and greet you with a smile asking "Good morning/afternoon/evening Sir/Madam?
(Service) Did the Shop Assistant offer assistance and / or engage in a polite conversation?
(Service) Were the Shop Assistants well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) Did the Shop Assistant use your name at least once after you had presented your Cruise Card?
(Service) Did the Shop Assistant acknowledge your presence even during busy times, by making eye-contact, and even while serving other Guests?
(Product) Did all the shops open punctually at advertised times, with clearly visible opening times?
(Service) Before you left the shop, did a crew member thank you, offer you a friendly farewell, and hoped to 'see you again'?
(Service) Was the "Event-of-the-day" promotional area set-up and opened for business on time, well-presented and offering what was advertised?
(Service) At the "Event-of-the-day" promotional area, were all crew members actively creating an exciting and enjoyable atmosphere?
(Cleanliness) Were all retail areas in good condition and well-maintained?
(Product) Was a plaque informing on the presence of camera surveillance in the shop?
(Product) Did you get the shop bag once purchased an item?
(Communication) Were all promotions clearly advertised and easy to understand, and did they match what was advertised in the Daily Program?

Safety Drill

The Safety Drill takes place on the day of your embarkation. Please refer to the Embarkation Flyer for further details.
Would you like to audit Safety Drill?

Back-of-House

Safety

(Product) Was the Guest safety drill clearly advised (on screens and announced)?
(Product) Which languages was the safety exercise instructions announced over the PA system?
(Product) If you were in your cabin during safety drill after the general emergency signal, did your cabin steward knock on the door to invite you to participate?
(Product) Should you have missed the safety drill, did you receive a letter inviting you to join for a safety drill the next day?
(Product) Are electrical scooters stored in guest cabins and not in the corridors?

Shore Excursion

If you have not pre-booked a shore excursion, please head to the MSC Shore Excursions counter onboard to answer this section.
Would you like to audit Shore Excursion?

Shore Excursions

Cabin

(Product) Is the Shorex channel on the T.V. in your cabin working and showing the excursions videos as well as the promotions?
(Product) Did you receive the ticket and bus number for the shore excursion you booked in your cabin at least one day prior?
(Product) Throughout the duration of your cruise, did you receive any promotional flyers for shore excursions in your cabin?

Embarkation

(Product) Did you receive in your cabin, the invitation to the cruise guide talk as well as the destination guide?
(Service) Is the Cruise guide / Travel Talk hosted on board, at embarkation, at least in one main language?

Shore Excursion Office

Please proceed to the Shore Excursions Desk to complete the following questions
(Product) Did the excursion desk open punctually at the times advertised in the Daily Program and/or the signage displayed on the excursion counter?
(Product) Is the Shorex excursions desk well organized and the information provided to the guest visible? (Roll-up, flyer, desk hours)
(Service) Did the Shorex Crew Member give you positive eye contact and greet you with a smile and a salutation?
(Service) Were the Shorex Crew Members well-groomed and professionally presented in a clean uniform, polished shoes, and wearing a name tag?
(Service) Did the Shorex Team offer genuine, warm, and professional service and were they able to answer questions about the various excursions and/or destination?
(Product) Were the Destination Guides available at the Excursion office in all 5 main languages? (Except for Monolingual canvas; Brazil, South Africa, UK)
(Product) Was all shore excursion marketing collateral (Roll-ups/videos/mobile desk) in good condition / working properly? Was the content updated during the cruise?
(Cleanliness) When the Shorex desk was closed, was a drop-off box available to receive forms, comments, etc.?
(Service) If your shore excursion was cancelled by MSC, did you receive a 15% discount voucher to use on your next shore excursion booking with MSC?

Lounges & Bars

(Product) Were the promotions and raffles performed or announced at the cruise guide / Travel Talk?
(Product) Were the excursion meeting points ready (Roll-up, screen, staff presence) and according to the time advertised in the Excursion Ticket?
(Product) At the shore excursion meeting point, were personnel making announcements by loudspeakers informing guests about the check-in and disembarkation procedure?
(Product) Was there a Bar or Beverage station set-up at the excursion dispatch to sell refreshments to the guest ?
(Service) Did the excursions depart maximum 30 minutes after the "meeting time" printed on the ticket?

Shorex Gangway

(Product) Was there a dedicated (priority) gangway (or tender boat) for all guests taking a shore excursion to get out of the ship?

Parking

(Service) Was the disembarkation to coaches arranged well (No bottle necks, groups called according to their number, no lines, announcements, guides on each deck, avoiding crowding)?
(Service) Were the Shore Excursion escorts from the Ship in a clear and well pressed uniform and easily recognizable?
(Service) Was the organization to direct Guests to the correct coaches well organized, with personnel offering polite, well-understood directions? (Pier/Terminal organization during dispatch)

Destination

In which port did you participate on a tour?
Which tour did you participate in?
(Service) Was the excursion program and duration (Destinations/Sights/Activities) completely respected?
(Service) After hopping on the bus, did the tour escort (if present, a MSC employee) introduced him/herself as a representative of MSC?
(Service) Did the tour escort (if present, a MSC employee) provide assistance/management on the tour?
(Service) At the end of the excursion, did the tour guide and or bus driver suggest that you should tip him/her?

Bus/Boat

(Maintenance) Was the coach/boat clean?
(Service) Was the coach/boat in a good condition?
(Maintenance) Did the driver/skipper respect the speed limits and the comfort of the guests?
(Service) Was the name/number of the tour well displayed on the coach / easy to see?
(Service) Was the guide friendly? (Personal introduction, sense of humor, smiling)?
(Service) Did the tour guide pay attention to the needs of the group? (Toilets, shopping, stops etc…)
(Service) Did the guide speak the language of the tour well? (If not, please identify bus number)
(Service) Was the guide informative and did they provide interesting information about the sights?

Excursions

(Maintenance) If you use a headset on the tour, was it working properly (i.e. could you hear the audio clearly)?
(Cleanliness) If you used the toilet facilities on tour, were they clean?
(Product) If you had a meal included on the tour, was the dining experience positive? (clean restaurant, friendly staff and positive atmosphere)
(Service) If you had a meal included on the tour, was your meal quality acceptable ? (food taste, quality, presentation, size)
(Product) If the excursion included a shopping stop, were the shops clean, well organized and with friendly personnel? (not pushing for sales)
Are the returning excursions greeted by a representative of the Shorex and Yacht Club departments?
If the guest was on a beach excursion, was the used towel collected at the gangway and a fresh towel given to the guest (alternatively a towel card)?

Speciality Restaurant

Please make a reservation at a Specialty Restaurant in order to inspect this section.
Would you like to audit the Specialty Restaurant?

Food & Beverage

Speciality Restaurant

What is the name of the specialty restaurant you inspected?
(Service) Were you given a warm sincere greeting at the restaurant door by a smiling member of the Restaurant team within an acceptable time after arriving at the door?
(Service) Were you greeted by a waiter / server in an acceptable time after entering the area?
(Service) Did the waiter help you with the chair, lay the napkin on your lap and offer the wine list and menu soon after you were seated?
(Service) Did the crew member introduce himself/herself to the guest during the interaction?
(Service) Did the crew member give you positive eye contact and greet you with a smile asking "Good afternoon or evening Sir/Madam?
(Service) Did the crew member engage in a polite conversation?
(Service) Were the crew members well groomed and professionally presented in clean uniform, polished shoes and wearing a name tag?
(Service) Were unused settings (covers) removed from the table to match the number of Guests using your table?
(Service) Did the waiter present the menu (or QR code), wine list and offer to take your order (including drinks) within 5 minutes of seating?
(Product) Were items on the menu spelled correctly?
(Service) Did the waiter / server show good product knowledge when taking your order of food and wine?
(Service) Did the crew member suggest additional dishes or beverage offerings?
(Product) Were all dishes advertised on the menu available?
Which dish was not available?
(Service) If dishes advertised on the menu were not available, did the waiter apologize politely and explain what was not available, and suggest an alternative dish?
(Service) Did the crew member show knowledge of the product offerings?
(Service) If there was a delay in serving, did the waiter apologize and explain the delay?
(Service) Were the correct drinks served within an acceptable time of your order being taken?
(Service) Were the drinks served and cleared by the waiter / server using a tray?
(Service) If you ordered white wine, juice, cocktail or a mixed drink, were the drinks appropriately chilled?
(Service) If not wine, (canned or other bottled drink), was the beverage poured in front of the guest at the table and not delivered pre-poured?
(Service) If you ordered white wine, was it placed in an ice bucket in a stand adjacent to your table?
(Service) Did the waiter present the selected wine and open the bottle at the tableside?
(Service) Did the waiter pour a small quantity into the Host's glass to taste, and on confirmation that it was satisfactory, continue to pour the wine in the correct rotation?
(Service) Did the waiter serve the ladies first, and from the correct side?
(Service) As the meal progressed, did the waiter top up the wine without being asked to do so?
(Service) Was the correct cutlery placed corresponding with the dish served?
(Product) Did the food match the description in the menu?
(Product) Were all the appropriate condiments available for this meal (hot sauces, barbecue sauces and specific sauces for this type of outlet)?
(Product) Was the food served at the correct temperature?
(Product) Was the food presented in an appealing manner?
(Product) Was the food fresh and of good flavour?
(Service) Was the menu/QR code or waiter suggestions presented for dessert after you had completed your main courses?
(Service) Was the dessert served within 10 minutes of the order being taken?
(Service) When the dessert order was taken, did the waiter automatically offer coffee, tea or digestif?
(Service) During the meal, did the Head waiter or Maitre D check politely to see if everything was satisfactory?
(Service) Did the crew member use the guest name during the interaction? (Only if getting Cruise card)
(Service) Was the speech of the waiter / server clear, and his/her use of English adequate to be fully understood?
(Service) When you had finished your meal, did the waiter deliver your bill in a reasonable time without keeping you waiting?
(Product) Was the bill presented in a clean billfold with an MSC pen (legacy ships) or on a tablet (smart ship)?
(Product) Were the tablecloths / Placemats and napkins clean, pressed, and free of any stains or damage?
(Product) Did the lighting reflect the appropriate ambiance?
(Product) Was the temperature comfortable for the guest?
(Product) If music was played, was it appropriate for this outlet, and was it played at a pleasant level (not too loud, not too soft)?
(Service) Was the service organized and professional without being intrusive or repetitive?
(Service) When you left the Restaurant, did your waiter or other Restaurant crew thank you, offer you a friendly farewell, and hoped to 'see you again'?
(Cleanliness) Were the Lighting/floor/Walls/Doors/Vents/Ceiling/Windows/Window Treatments clean?
(Maintenance) Were Lighting/floor/Walls/Doors/Vents/Ceiling/Windows/Window Treatments in good condition?
(Cleanliness) Were the Furniture/Equipment/Buffet Area/Side Stations/Tables/Chairs clean?
(Maintenance) Were Furniture/Equipment/Buffet Area/Side Stations/Tables/Chairs they in good condition?
(Cleanliness) Were the Menus/Tabletop Appointments/Linens/Dishware/Silverware clean?
(Maintenance) Were Menus/Tabletop Appointments/Linens/Dishware/Silverware in good condition?

Guest Centric Behaviour

This section is to understand how Guest issues are being managed by MSC Cruises' Crew Members
Do you want to audit Guest centric behaviour?

Experiencing Complaint Resolution

If you experience a service or product failure, please speak to any Crew Member (except someone at the Guest Services) to report the issue and answer the following questions
Did you experience a service or product failure during your cruise?
Please select the date and time that you experienced a service or product failure.
Which area of the vessel did you experience a service or product failure?
Please briefly state the service or product failure you experienced.
Who did you address the service or product failure to? Please state their role title and/or department.
(Service) When you explained the service or product failure to a Crew Member, did they take ownership of your issue, offer assistance and adopt a listening posture with eye contact?
(Service) When you spoke to a Crew Member about the service or product failure you experienced, did they show empathy, apologize and thank you for raising the issue?
(Service) When you spoke to a Crew Member about the service or product failure you experienced, did they show empathy?
(Service) Did the Crew Member apologize for the issue you experienced?
(Service) Did the Crew Member thank you for raising the issue you experienced?
(Service) Did the Crew Member proceed to take notes of your complaint on a piece of paper or record this into a computer?
(Service) Did the Crew Member confirm your name and either write this down on a piece of paper or record this into a computer?
(Service) Did the Crew Member confirm your cabin number and either write this down on a piece of paper or record this into a computer?
(Service) Did the Crew Member confirm the date of the incident and either write this down on a piece of paper or record this into a computer?
(Service) Did the Crew Member confirm the details of the incident and either write this down on a piece of paper or record this into a computer?
(Service) Did the Crew Member explain how they would assist in resolving your issue?
(Service) As a follow up to the issue you raised regarding a product or service failure, were you later contacted by a Crew Member?
Please state that role title and department of the Crew Member who contacted you about your complaint.
(Time) How long did it take for a Crew Member to follow up since you initially reported the service or product failure you experienced?
(Service) Was the complain you raised with a Crew Member resolved?
Please select the date and time your issue was resolved.
(Service) Did you receive an offering as a gesture of apology for the issue you raised?
(Service) If you did not receive an offering to rectify a service or product failure you experienced, please detail what occurred instead?
(Service) Regarding your complaint, did the Crew Member ask if you were now satisfied?
(Service) Was the service/product failure you experienced resolved to your satisfaction? 1 = extremely dissatisfied 5 = extremely satisfied
Select from range

Witnessing Complaint Resolution

Where possible, please discreetly witness a Crew Member dealing with a Guest's complaint and answer the following questions
Did you witness a Guest complaining about a service or product failure during your cruise?
(Speed) Please select the date and time that you witnessed another Guest making a complaint
(Service) Which area of the vessel did you witness a Guest raising a complaint?
(Service) Please briefly state what the Guest's complaint was about.
(Service) When a Guest indicated a problem, did the Crew Member own the Guest's issue, offer assistance and adopt a listening posture with eye contact?
(Service) Did the Crew Member managing the Guest's complaint ask for the Guest's name and/or cabin number?
(Service) Did the Crew Member dealing with the Guest's complaint show empathy, apologize and thank the Guest for raising the issue?
(Service) If the Crew Member was not empathetic and/or did not apologise to the Guest when dealing with their complaint, what did the Crew Member do/say instead?
(Service) Did the crew member explain to the Guest how they would assist to rectify the service or product failure the Guest experienced?
(Service) If the Crew Member did not explain to the Guest how they would attempt to rectify their complaint, what did the Crew Member say to the Guest instead?
(Service) Please use the scale to rate the Guest's general mood at the end of the interaction regarding the Guest's complaint: 1 = extremely dissatisfied 5 = extremely satisfied

Disembarkation

Do you want to audit Disembarkation?

Disembarkation

What is the name of your disembarkation port? Please include the country.

Cabin

(Product) Are the luggage tags delivered with correct cabin number and instructions about when to place them outside of the door?
(Service) Is the baggage collected quietly & carefully during the night before disembarkation without disturbing sleeping Guests?

Back-of-House

(Product) Are the service elevators used for baggage transport protected with lining during embarkation & discharge of baggage?

Lounges

(Communication) Is disembarkation information displayed on public areas screens?
(Service) Is there a crew member available to assist guests in a wheelchair?
(Communication) Are the meeting points for disembarking Guests clearly separated to avoid a clash between disembarkers, excursion groups or transit Guests?

Gangway

(Service) Did the crew member give you positive eye contact and greet you with a smile asking "Good morning, afternoon or evening Sir/Madam?
(Service) Did the crew member thank you, extend a warm farewell and invitation to come back?

Terminal

(Service) Is the baggage discharged into the shore terminal carefully, avoiding damage, including protection from weather.
(Communication) Is there clear, easily-seen signage for Guests to locate their luggage in the baggage collection area?
(Service) Are crew members and the Meet and Greet staff at the exit points on-board and ashore to bid farewell disembarking Guests?
(Service) Are the meet & greet staff well groomed and professionally presented in clean uniform, polished shoes and wearing a tag?
(Communication) Are the luggage pick-up area tidy and clearly signaled and the signs and flow easily understood?
(Service) Is there a Guest Services agent present at the luggage drop off with a sign "Service Desk" ?
Are the damaged luggage forms available?
(Communication) Are all areas in the terminal specifically indicated as 'Non-Smoking' areas?
(Service) Is there a crew member available and visible in the terminal if a guest needs to report missing or damaged luggage?
(Communication) Is the signage for the coaches clearly indicated for the "Fly and Cruise" or for guests with a "transfer"?
(Communication) Is the way to the taxi rank clearly indicated and were there sufficient taxis available?
(Service) Were their ship and/or meet and greet staff at the coach assembly area to help direct disembarking guests in a friendly way?

Audit Sign-Off

Did you audit all areas applicable to the vessel?
Please list the area(s) you were unable to audit and explain why it was not possible to audit that particular area(s).
Please details general comments about the cruise

Signature

First name, last name

Finalize Report

Do you want to close this report?
Thank you for completing a Mystery Guest inspection for MSC Cruises. We hope you had a pleasant cruising experience!

Please email MysteryGuest@msccruises.com to confirm you have disembarked an MSC vessel and completed your audit report.

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Priority Access

Cabin

Food and Beverage

Communications

Entertainment

Port Transfer

Embarkation

Arrival at Port

Luggage Drop-off

Security Check Point

Terminal

Check-in at the Terminal

Gangway

Onboard

Onboard Revenue Services

Gangway

Communication and Materials

Hotel Operations

Corridors

Elevator

Staircases

Foyers, Atriums, Lobbies & Lounges

Public Restrooms

Outer Decks

Hotel Operations

Guest Services & Reception

Loyalty Benefits

Hotel Operations

Bedroom

Bathroom

Cabin Turn-down Service

Special Needs

Entertainment

Live Musicians

Adult Activities

Theatre

Food & Beverage

Buffet Facilities

Breakfast Buffet

Lunch Buffet

Afternoon Snacks

Dinner Buffet

Embarkation Buffet

Back-of-House

Buffet & Buffet Galley

Food & Beverage

Bar Service

Bar Service

Bar Service

Bar Service

Bar Service

Spa Reception

Spa

Fitness / Gym

Wellness Area

Casino - Entertainment

Cabin

Casino - Bar

Casino

Onboard Revenue Services

Onboard Services

Future Cruise Office

Onboard Revenue Services

Amusement Area

Onboard Revenue Services

The Hub Info Point

Entertainment

Cabin

Onboard Revenue Services

Photo Gallery / The Hub

Entertainment

Cabin

Kids Entertainment

Kids Club

Food & Beverage