Hotel mystery shopper checklist
This comprehensive hotel mystery shopper checklist is composed of 8 sections and can be a guide for the complete inspection of a hotel. use this template to evaluate arrival and accommodation experience, the management, and the hotel bar and restaurant services. provide ratings for each section and also enter notes for comments and recommendations.
What does this form include?
This form contains 15 sections:
Thank you for partaking in this mystery shopper audit.The primary purpose of this audit is to create
Arrival Experience
- Were you greeted upon arrival to the building (ie. met on drive out the front of the hotel)?
- Was assistance with luggage offered?
Notes on Arrival Experience
Room Experience
- Did your room feel clean on initial entry?
Notes on Room Experience
Restaurant
- Did you receive a warm, friendly and genuine greeting (either by phone or face to face)?
- Did the staff provide prompt and genuine service throughout your dining experience?
- Did you receive your food and /or beverages within an acceptable time frame from when your order was taken?
- Did the staff provide you with suggestions to enhance your dining experience? E.g. Wine Suggestions, Offer Dessert
Notes of Seasalt Restaurant Experience
Bar
- Were you approached by a staff member to place an order whilst sitting in the lobby lounge?
- Were you satisfied with the range of beverage options on the bar menu? If not, what would you like to see on the menu?
- Were you satisfied with the range of food options on the bar menu? If not, what would you like to see on the menu?
Notes on Seasalt Bar:
Dining Room
- Did the staff member answer the phone using the words 'Body & Soul In-Room Dining'?
- Did you receive your order within 30 mins? (unless otherwise specified for particular menu items)
- Was you order complete with everything you selected?
- Was the temperature of your food acceptable?
Dining Late Night Menu (after 11pm)
Other dishes that you would like to see on the late night menu?
Notes on In Dining Room
Overall Experience
- Was the cleanliness of the hotel up to standard?
- Was the condition of the hotel up to standard?
- Was your stay problem free? Is no, what problem did you encounter?
- Did you notify a staff member about your problem?
- What steps were taken by staff once your problem was addressed?
Full Name and Signature of Inspector
Use this template