Title Page

  • Conducted on

  • Prepared by

Pre-Visit Questions

  • Names—Did you include the names of the members of this partnership? Use the Notes section to include them.

  • Attire—Are both partners wearing appropriate attire fit the visit? Include a single picture of partners together demonstrating appropriate attire.

  • Property Selected—Did you include the name, address phone and website of this establishment? Use the Notes section to add this information.

  • Did you complete you Pre-Analysis on the template provided?

  • Parking—Did you ensure parking is adequate/available/free? Use notes to explain, if needed.

  • 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.

  • 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?

Online Presence and Reviews

  • Ease of Navigation Within Website (is there a primary menu, footer menu, breadcrumbs that make it easy to move around the website?)

  • Aesthetic Appeal of Website

  • First Impressions/5-Second Scan Test of Website

  • Graphics—Effective Use of Graphics/Photography

  • Offerings—Effective Representation of Hotel Offerings (amenities, food & beverage outlets, group events)

  • Activities—Does the hotel’s website have effective ties to surrounding activities?

  • Does the website show consideration to any sustainable or environmental initiatives?

  • Booking Ease—Ease of Room Availability/Rate Check on Hotel Website

  • 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>

  • 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)

  • Logo—Effective Logo/Logo Use

  • Search Bar—Is there a search bar?

  • Typography—Is the typography (appropriately sized font, befitting styles [maximum 2-3], use of bold/underline/italics), contrast, effective on this website?

  • CTA—-Does this website effective CTA’s (Call To Action) buttons (Book Now, Ask a Representitive, Click Here to Book Your Wedding)

  • Consistency—Is the website consistent in design and content from homepage to other pages?

  • 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...

  • OVERALL WEBSITE EFFECTIVENESS RATING

Telephone Communication (don’t forget to record this call!)

  • 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.

  • Call recorded?

  • Answered in 3 rings or less?

  • Identified company name in greeting?

  • Stated his/her/their name?

  • Level of professionalism during call?

  • Communication Clarity (was the employee easy to understand?

  • How helpful/friendly was the employee you spoke to?

  • OVERALL PHONE COMMUNICATION EFFECTIVENESS

Hotel Front/Main Exterior & Entrance

  • Exterior Signage

  • Parking/Parking Lot

  • Exterior Building Condition

  • Hotel Exterior “Invitingness” Factor

  • Is the hotel exterior free from visible hazards?

  • OVERALL EXTERIOR RATING

Lobby Servicescape

  • Lighting Levels<br>(in working order, correct brightness, free from burned out bulbs, dust free)

  • Smell/Fragrance

  • Interior Signage

  • Effective/Navigable Layout

  • How many visible employees are visible on the lobby?

  • Were you greeted by an employee upon arrival?

  • Ceiling Condition

  • Wall/Wall Coverings Condition

  • Floor Covering Condition <br>(free from spots, stains, debris, wear/tear)

  • Smell/Fragrance

  • Ambient Sound/Music

  • Noise Levels

  • Appeal/Appropriateness of Art & Decor

  • Condition of Furniture

  • Condition of Textiles/Fabrics<br>(free of stains, rips or wear)

  • Tidiness Factor (Is it clear that public spaces are being kept clean and tidy—absence of discarded items, used glassware, etc.)

  • Are ADA accessibility features easily locatable?

  • Elevators and/or Stairs Condition<br>(free from smudges, scuffs, stains, loose or missing components, dirt, debris)

  • Is the lobby area free from visible hazards?

  • OVERALL LOBBY SERVICESCAPE SCORE

Front Desk Physical Servicescape & Service Levels

  • Aesthetic Appeal of Front Desk

  • Front Desk Utility/Design Effectiveness

  • Was the front desk neat, clean, and organized? <br>(free from scuffs, clutter, dust, debris)

  • How many front desk agents were visible?

  • OVERALL FRONT DESK SERVICESCAPE RATING

  • Grooming/Professional Appearance of Front Desk Agents

  • Uniforms—Front Office Staff Uniform Appropriateness/Professionalism

  • How effectively did the front desk agent answer your [preprepared] question?

  • OVERALL FRONT DESK SERVICE RATING

Restroom (in Lobby/Public Space) Facility Inspection

  • Lighting Levels

  • Flooring Quality/Cleanliness

  • Wall Quality/Cleanliness

  • Ceiling Quality/Cleanliness

  • Quality/Cleanliness in Sinks/Countertops

  • Quality/Cleanliness of Toilet Stalls

  • Smell “Pleasantness” Factor

  • Pleasant restroom temperature?

  • Are paper products stocked? (toilet paper, etc.)

  • Soap Dispensers Full & Functional

  • Sustainability—The restroom had evidence of attempt to reduce/reuse/recycle.

  • Quality of ADA/accessibility features?

  • Were any physical components broken or out of order in the restroom?

  • Is the restroom free from visible hazards?

  • OVERALL RESTROOM SERVICESCAPE RATING

Other Outdoor Space (pool, courtyard, outdoor event space, etc.)

  • Aesthetic Appeal

  • Cleanliness/Tidiness/Maintenance of Space

  • Usability of Space/Layout

  • Is the space accessible for guests with mobility issues/ADA?

  • Condition of Furniture/Fixtures in the Space

  • Condition of Textiles/Fabrics in the Space

  • Is the outdoor space free from hazards?

  • OVERALL OUTDOOR SPACE SERVICESCAPE RATING?

Food & Beverage Outlet Servicescape

  • Effectiveness of Signage

  • Entry/Host Stand Cleanliness/Tidiness

  • “Invitingness”/Appropriateness of F&B Ambience

  • Navigable Layout

  • Flooring Quality and Cleanliness

  • Ceiling Condition<br>(no leaks, stains, dirt)

  • Wall/Wall Covering Quality/Cleanliness

  • Fabrics and Textile Cleanliness/Quality (curtains, napkins, etc)

  • Furniture and Fixture Quality & Condition <br>(dings, scuffs, wearing)

  • Table Cleanliness and Condition

  • Effective Menu Design

  • Appropriate/Reasonable Pricing

  • Noise Levels <br>(surrounding noise Levels did not detract from your dining experience or ability to communicate with each other)

  • Ambient Sound/Music <br>(appropriate style and level of background music)

  • OVERALL F&B SERVICESCAPE RATING

Food & Beverage Outlet Service Levels

  • 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.

  • Friendly Greeting<br>Did you receive a friendly greeting upon entering?

  • Grooming of Dining Area Staff<br>(host stand, servers, bussers, etc.)

  • Uniforms—Dining room staff wore appropriate uniforms <br>(host stand, servers, bussers, etc.)

  • Speed of First Server Contact <br>(time it and place in comments)<br>

  • Server Knowledge

  • Server Responsiveness

  • Server Friendly/Accommodating Factor

  • Did server upsell effectively?

  • Speed of Food and/or Beverage Delivery to Table After Ordering <br>(place exact number of minutes in comments)

  • Were you offered any food or drink specials, deals, featured items?

  • Food and/or Beverage Quality <br>(use notes section to add discreet pictures, details)

  • 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.)

  • Check/Bill Presentation & Processing <br>(was it timely, smooth and seamless?)

  • Goodbye Thank You/Send Off<br>Did a staff member send you off kindly?

  • OVERALL DINING FOOD/BEVERAGE & SERVICE RATING

Conclusion: Overall Property Rating

  • 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?

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.