Title Page
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Conducted on
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Prepared by
Pre-Visit Questions
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Names—Did you include the names of the members of this partnership? Use the Notes section to include them.
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Attire—Are both partners wearing appropriate attire fit the visit? Include a single picture of partners together demonstrating appropriate attire.
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Property Selected—Did you include the name, address phone and website of this establishment? Use the Notes section to add this information.
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Rationale—Did you include a rationale for selecting property? Use Notes section.
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Parking—Did you ensure parking is adequate/available/free? Use notes to explain, if needed.
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Beverage/App Price Check—Did you verify beverage and/or appetizer prices were do-able/agreeable for both partners? Use notes to explain, if needed.
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Did you add a [NEW] at the beginning of an questions you added? <br>Did you add a [MOD] at the beginning of any questions you modified? <br><br>Example:<br><br>[NEW] Was there visible hotel security at this hotel event?
Preliminary Establishment Information & Research
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History—-Did you historical information on this hotel? Opening date, any renovations or changes? When? APA in-text and include in Data Sources for this section.
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Factoids/Trivia/Unique Lore—Were you able to uncover unique attributes, features, trivia, little-known facts, important events that occurred, famous people who stayed at this hotel? Use Notes section to elaborate. In-text cite and add to Data Sources as needed.
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Style/Architecture—What is the style, construction, and architectural nature of this establishment? Include details in Notes Section. Use APA in-text and include in Data Sources for this section. <br><br>Example: The Hotel Del Coronado is built in the style of a classic ‘wooden Victorian seaside resort” (Hotel Del Coronado Official Website/Del History, n.d., para. 2).
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Ownership—Were you able to find out who owns this establishment? Has it changed ownership/brand/flag/management companies recently? Use the Notes section. Include APA in-text citations and include in Data Sources for this section.
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Location/Attractions—Were you able to determine this property’s strengths and weaknesses geographically? Use the Notes section to explain, including proximity to key attractions, airport, event venues, etc.
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Rooms—How many rooms does this property have?
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Competitive Set—Were you able to determine this property’s competitive set (immediate competition at same service level in general geographic area)? List at least 3 in the Notes section. <br><br>Hint: If you Google rates for the hotel you are studying, see what other properties come up. That’s the competitive set. <br><br>Example: Google “luxury golf resorts north scotttsdale” or “boutique hotels tempe arizona”
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Service Level—How would you categorize the service level of this hotel? In the Notes, include and Forbes/AAA ratings, Green Hotel or other ratings if found.
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Data Sources: Data Sources for Key Information Section is located in the notes section? Minimum of 3 Sources, APA style?
Online Presence and Reviews
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Ease of Navigation Within Website (is there a primary menu, footer menu, breadcrumbs that make it easy to move around the website?)
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Aesthetic Appeal of Website
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First Impressions/5-Second Scan Test of Website
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Graphics—Effective Use of Graphics/Photography
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Offerings—Effective Representation of Hotel Offerings (amenities, food & beverage outlets, group events)
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Activities—Does the hotel’s website have effective ties to surrounding activities?
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Does the website show consideration to any sustainable or environmental initiatives?
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Booking Ease—Ease of Room Availability/Rate Check on Hotel Website
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ADR—Did you determine an average daily rate for this hotel by choosing the most mid-priced rate for the first Friday in <br><br>January <br>April<br>July<br>October <br><br>and dividing by 4<br><br>Use the Notes section to calculate and provide an ADR. <br><br>
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Level of Rate Parity (how close was the hotel’s direct website rate for the same room type and date to OTA (Online Travel Agency—like Expedia?)<br>(use Notes to explain if significantly different whether higher or lower than direct website)
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Logo—Effective Logo/Logo Use
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Search Bar—Is there a search bar?
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Typography—Is the typography (appropriately sized font, befitting styles [maximum 2-3], use of bold/underline/italics), contrast, effective on this website?
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CTA—-Does this website effective CTA’s (Call To Action) buttons (Book Now, Ask a Representitive, Click Here to Book Your Wedding)
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Consistency—Is the website consistent in design and content from homepage to other pages?
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Ratings: Find 5 Online ratings for this hotel. Screen shot them and include them in the photos tab. Answer this question...<br>Generally the reviews we found were...
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OVERALL WEBSITE EFFECTIVENESS RATING
Telephone Communication (don’t forget to record this call!)
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Do you have a preplanned question to ask about the property that requires more than a yes or no answer? Insert the question in the Notes area.
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Call recorded?
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Answered in 3 rings or less?
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Identified company name in greeting?
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Stated his/her/their name?
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Level of professionalism during call?
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Communication Clarity (was the employee easy to understand?
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How helpful/friendly was the employee you spoke to?
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OVERALL PHONE COMMUNICATION EFFECTIVENESS
Hotel Front/Main Exterior & Entrance
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Exterior Signage
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Parking/Parking Lot
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Exterior Building Condition
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Hotel Exterior “Invitingness” Factor
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Is the hotel exterior free from visible hazards?
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OVERALL EXTERIOR RATING
Lobby Servicescape
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Lighting Levels<br>(in working order, correct brightness, free from burned out bulbs, dust free)
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Smell/Fragrance
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Interior Signage
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Effective/Navigable Layout
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How many visible employees are visible on the lobby?
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Were you greeted by an employee upon arrival?
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Ceiling Condition
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Wall/Wall Coverings Condition
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Floor Covering Condition <br>(free from spots, stains, debris, wear/tear)
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Smell/Fragrance
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Ambient Sound/Music
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Noise Levels
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Appeal/Appropriateness of Art & Decor
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Condition of Furniture
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Condition of Textiles/Fabrics<br>(free of stains, rips or wear)
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Tidiness Factor (Is it clear that public spaces are being kept clean and tidy—absence of discarded items, used glassware, etc.)
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Are ADA accessibility features easily locatable?
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Elevators and/or Stairs Condition<br>(free from smudges, scuffs, stains, loose or missing components, dirt, debris)
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Is the lobby area free from visible hazards?
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OVERALL LOBBY SERVICESCAPE SCORE
Front Desk Physical Servicescape & Service Levels
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Aesthetic Appeal of Front Desk
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Front Desk Utility/Design Effectiveness
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Was the front desk neat, clean, and organized? <br>(free from scuffs, clutter, dust, debris)
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How many front desk agents were visible?
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OVERALL FRONT DESK SERVICESCAPE RATING
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Grooming/Professional Appearance of Front Desk Agents
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Uniforms—Front Office Staff Uniform Appropriateness/Professionalism
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How effectively did the front desk agent answer your [preprepared] question?
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OVERALL FRONT DESK SERVICE RATING
Restroom (in Lobby/Public Space) Facility Inspection
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Lighting Levels
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Flooring Quality/Cleanliness
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Wall Quality/Cleanliness
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Ceiling Quality/Cleanliness
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Quality/Cleanliness in Sinks/Countertops
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Quality/Cleanliness of Toilet Stalls
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Smell “Pleasantness” Factor
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Pleasant restroom temperature?
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Are paper products stocked? (toilet paper, etc.)
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Soap Dispensers Full & Functional
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Sustainability—The restroom had evidence of attempt to reduce/reuse/recycle.
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Quality of ADA/accessibility features?
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Were any physical components broken or out of order in the restroom?
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Is the restroom free from visible hazards?
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OVERALL RESTROOM SERVICESCAPE RATING
Other Outdoor Space (pool, courtyard, outdoor event space, etc.)
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Aesthetic Appeal
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Cleanliness/Tidiness/Maintenance of Space
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Usability of Space/Layout
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Is the space accessible for guests with mobility issues/ADA?
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Condition of Furniture/Fixtures in the Space
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Condition of Textiles/Fabrics in the Space
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Is the outdoor space free from hazards?
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OVERALL OUTDOOR SPACE SERVICESCAPE RATING?
Food & Beverage Outlet Servicescape
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Effectiveness of Signage
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Entry/Host Stand Cleanliness/Tidiness
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“Invitingness”/Appropriateness of F&B Ambience
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Navigable Layout
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Flooring Quality and Cleanliness
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Ceiling Condition<br>(no leaks, stains, dirt)
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Wall/Wall Covering Quality/Cleanliness
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Fabrics and Textile Cleanliness/Quality (curtains, napkins, etc)
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Furniture and Fixture Quality & Condition <br>(dings, scuffs, wearing)
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Table Cleanliness and Condition
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Effective Menu Design
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Appropriate/Reasonable Pricing
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Noise Levels <br>(surrounding noise Levels did not detract from your dining experience or ability to communicate with each other)
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Ambient Sound/Music <br>(appropriate style and level of background music)
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OVERALL F&B SERVICESCAPE RATING
Food & Beverage Outlet Service Levels
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Level of Busy-ness<br>How busy/full is this outlet? <br><br>If you had to wait, track the total time and place in comments.
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Friendly Greeting<br>Did you receive a friendly greeting upon entering?
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Grooming of Dining Area Staff<br>(host stand, servers, bussers, etc.)
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Uniforms—Dining room staff wore appropriate uniforms <br>(host stand, servers, bussers, etc.)
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Speed of First Server Contact <br>(time it and place in comments)<br>
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Server Knowledge
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Server Responsiveness
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Server Friendly/Accommodating Factor
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Did server upsell effectively?
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Speed of Food and/or Beverage Delivery to Table After Ordering <br>(place exact number of minutes in comments)
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Were you offered any food or drink specials, deals, featured items?
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Food and/or Beverage Quality <br>(use notes section to add discreet pictures, details)
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Did your dining experience have any sustainability programs, methods or considerations that were visible <br>(examples: ask for straw/water vs. just given, non-plastic to-go boxes, locally sourced ingredients, etc.)
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Check/Bill Presentation & Processing <br>(was it timely, smooth and seamless?)
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Goodbye Thank You/Send Off<br>Did a staff member send you off kindly?
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OVERALL DINING FOOD/BEVERAGE & SERVICE RATING
Conclusion: Overall Property Rating
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What final rating do you give this property overall factoring in all sections of your mystery shopping pre-research and visit? <br><br>What are the most important areas of strength and weakness you will share with the owner/manager during your presentation?
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Data Sources: This observation tool is supported by at least 3 external sources of data?<br>(located in notes section in APA format)
