Mystery Guest Report

• Conducted on

  Date

• Ship

  Select

• Cruise Code

• Prepared by

• Location
  Address

• Captain

• Hotelmanager

• Cruise manager

• The primary purpose of this audit is to create an unbiased platform to monitor customer service levels and ensure that brand standards and polices are being adhered to across all departments within the ship
  
  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.
  

• a) Were you greeted upon arrival to the ship<br>

  Yes

  No

  N/A

• b) Was assistance with luggage offered?<br>

  Yes

  No

  N/A

• c) Were you greeted as an team member?<br>

  Yes

  No

  N/A

• d) Upon check in, were the ship facilities explained?

  No

  Some

  All

• e) Was your check in warm and welcoming?

  Yes

  No

  N/A

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

• Gangway plants and flags displayed

  Yes

  No

  N/A

• Carpet on gangway?

  Yes

  No

  N/A

• AmaWaterways mats in lobby are clean?

  Yes

  No

  N/A

• Notes on Arrival Experience

• Room number

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

  Yes

  No

  N/A

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

• c) Was your room free from dust?<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• h) f) Was the internet connection process user friendly?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

• Any technical issues in the room or bathroom?

  Yes

  No

  N/A

• Notes on Room Experience

• Pictures

  Media

Restaurant experience

• Date

  Date

• Breakfast - Lunch - Dinner

  Breakfast

  Lunch

  Dinner

• a) Did you receive a warm, friendly and genuine greeting ?<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

• Notes of Main Restaurant Experience

• Cleanliness Main Restaurant on a scale of 10, with 10 being fantastic?

• Name of waiters which are good

• Names of waiters which are not up to our standards

• Picture of the menu card

  Media

• Is the Menu accord with the served meals?

  Yes

  No

  N/A

• Quality of served meal, taste and presentation

• Picture of the dishes

  Media

• Additional comments

Technical condition Main Restaurant

• Technical issues

  Yes

  No

  N/A

• Pictures of restaurant

  Media

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Great

  OK

  Poor

• e) Did you feel welcomed when you entered the bar?

  Yes

  No

  N/A

• f) Was the bar area clean and tidy?

  Yes

  No

  N/A

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

• Coffee station setup as standard

  Yes

  No

  N/A

• Coffee machines working?

  Yes

  No

  N/A

• Notes on Lounge Bar:

• a) Did you receive a warm, friendly and genuine greeting ?

  Yes

  No

  N/A

• b) Did the waiter explain the CTR restaurant experience?<br>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• f) Quality of the meals and presentation

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

  Yes

  No

  N/A

• e) Pictures of the menu

  Media

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

• Notes on In Room Dining:

• Technical issues CTR

• Pictures of the CTR restaurant

  Media

Guest Entertainers

• Date

  Date

• Name of Guest entertainment

• Guests attended

• Quality of the show

• Did the Guests like the show

  Yes

  No

  N/A

• Media

  Media

• Additional comments

Excursion Experiences

• Date

  Date
• Port
  Address

• Pictures

  Media

• Weather temperature

  Hot

  Warm

  Cold

• Weather type

  Dry weather sunny

  Overcast but dry

  Light Rain

  Heavy rain, stormy

• Name of Excursion

• Pace of excursion

  Great

  OK

  Poor

• Quality of local guide

  Good

  Fair

  Poor

  N/A

• Explanation quality

  Good

  Fair

  Poor

  N/A

• Understandable in language

  Good

  Fair

  Poor

  N/A

• Quiet Vox

  Good

  Fair

  Poor

  N/A

• Additional comments

Bicycles

• Type of bicycles

• Number of working bicycles (25 aboard)

• Condition of the bicycles

  Good

  Fair

  Poor

  N/A

• Date of last service

  Date

• Is the bicycle hand out as in the manual?

  Yes

  No

  N/A

• Cleanliness of bicycles

  Yes

  No

  N/A

• Number of Helmets

• Condition of Helmets

  Good

  Fair

  Poor

  N/A

• Additional information

  Yes

  No

  N/A

Senior Staff members

• Role aboard

  Select Captain Hotelmanager Chef Head Housekeeping dept Cruisemanager Bar team Maitre 'D Hotel Chef Engineer

  • Captain
  • Hotelmanager
  • Chef
  • Head Housekeeping dept
  • Cruisemanager
  • Bar team
  • Maitre 'D Hotel
  • Chef
  • Engineer

• Name(s)

• Friendliness

  Good

  Fair

  Poor

  N/A

• Leadership

  Good

  Fair

  Poor

  N/A

• Briefings and presentation

  Good

  Fair

  Poor

  N/A

• Appearance

  Good

  Fair

  Poor

  N/A

• Visibility

  Good

  Fair

  Poor

  N/A

• Additional information

Sundeck

• Condition sundeck carpet

  Good

  Fair

  Poor

  N/A

• Condition shades and umbrellas

  Good

  Fair

  Poor

  N/A

• Condition Restysta furnitures

  Good

  Fair

  Poor

  N/A

• Cleanliness of out side sundeck on a scale 1-10

• PA system sound quality with commentary

  Good

  Fair

  Poor

  N/A

• Games (Cornhole)

  Pass

  Fail

  N/A

• additional comments sundeck

  Yes

  No

  N/A

• Media

  Media

Hull and Ship outside

• General condition hull

  Good

  Fair

  Poor

  N/A

• Condition of windscreens

  Good

  Fair

  Poor

  N/A

• General condition paintwork

  Good

  Fair

  Poor

  N/A

• Cleanliness out side

  Good

  Fair

  Poor

  N/A

• Cleanliness windows

  Good

  Fair

  Poor

  N/A

• Technical issues

  Yes

  No

  N/A

• Media

  Media

Nautical

• Captains stay at schedule?

  Yes

  No

  N/A

• Sailing skills

  Safe

  At Risk

  N/A

• Time to dock

  Pass

  Fail

  N/A

• How long does it take in general?

Ports
• Port
  Address

• Picture of docking

  Media

• Additional comments

Technical issues

• Issue description

• Is reported

  Yes

  No

  N/A

• Media

  Media

• Date our of service

  Date

• Additional comments

• Please upload winterwork list

• a) Was the cleanliness of the ship up to standard?

  Yes

  No

  N/A

• b) Was the condition of the ship up to standard?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• d) Did you notify a staff member about your problem?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

• Port
  Address

• Date

  Date

• Signage

  Sign