Mystery Shopper Template Hotel and Resort

TABLE OF CONTENTS
FRONT OFFICE
Reception check-in Page
Reception check-out Page
Porter check-in Page
Porter check-out Page
Switchboard wake up Page
Guest services Page
HOUSEKEEPING
Arrival Page
Servicing Page
Laundry Page
FOOD AND BEVERAGE

Breakfast - Main Restaurant Page
Lunch - Restaurant 1 Page
Light Meals - Venue 1 Page
Light Meals - Venue 2 Page
Bar Page
Dinner - Restaurant 1 Page
Nightclub Page
Minibar Page
RECREATION AND ENTERTAINMENT

Animation Page
Sports activities Page
Kids Club Page
WELLNESS AND SPA

Reception booking Page
Reception Arrival Page
Treatment 1 Page
Treatment 2 Page
Treatment 3 Page
PRODUCT
Room Page
Public Areas Page
Fitness Center Page
Beach/poolside Page
General maintenance Page
SUMMARY
Overall summary Page
1
CHECK IN
Category: FO-Check-in
Date:
Meet Below
CHECK IN STANDARDS
Was the guest acknowledged within 30 seconds of arrival?
Did the complete check-in take no more than 5 minutes?
Was the guest greeted in a warm and friendly manner?
Did employee offer assistance to the guest?
Did employee ascertain guest's name and use it at least once during conversation?
Was the registration card prepared in advance, with all information given at the time of
reservation such as address?
Was all information correct on the registration card?
Was the departure date confirmed?
Was the guest presented with a standard pen to complete the registration card?
Did the employee offer general information about the hotel/resort?
Did the employee arrange porterage assistance?
Did employee wish the guest a pleasant stay?
If the room was not ready on arrival, was the guest shown to lounge area and offered a
drink?
THE EMPLOYEE
Was the employee dressed in a clean, pressed and complete uniform?
Did all employees wear name badges?
Was the employee well groomed?
Did the employee maintain eye contact with the guest?
Did the employee smile and exhibit a friendly manner?
Did the employee use clear and understandable language?
THE PRODUCT
Was the reception desk clean and tidy?
Was the area behind the reception desk free of clutter?
Meet Below
Total Number of Standards: 21

0.00%
N/A
N/A
CHECK IN SUMMARY
Category: Check-in
Date:
Comments regarding the experience

CHECK OUT
Category: FO - Check-out
Date:
Meet Below
CHECK OUT STANDARDS
Was the guest acknowledged within 30 seconds of arrival?
Did the complete check-in take no more than 5 minutes?
Was the guest greeted in a warm and friendly manner?
Did the employee verify guest's room number?
Did the employee verify any last minute charges?
Did the employee print folio and present to guest for verification?
Was the bill clearly itemized, accurate and complete?
Did employee clarify the method of payment?
Did the employee complete the transaction in a quick and efficient way?
Was the folio presented to guest neatly in bill cover or envelope?
Did employee offer guest assistance with luggage?
Did employee ask whether guest had enjoyed their stay?
Did the employee thank the guest ?
THE EMPLOYEE
Did the employee wear a name badge?
THE PRODUCT
Was the receptiondest clean and tidy?
Was the area behind the reception desk free of clutter?
Meet Below

0.00%
N/A
N/A
CHECK OUT SUMMARY
Category: Check-out
Date:

PORTER ARRIVAL
Category: FO - Porter Arrival
Date:
Meet Below
PORTERAGE STANDARDS
Was the porter available on arrival?
Did the employee greet guest in a warm and friendly manner?
Did the employee offer assistance with luggage?
Did the employee introduce guest to reception?
Did the porter arrive at the guest room within 10 minutes of check in?
Did the employee knock lightly on the door?
ROOMING STANDARDS
Did employee escort guest to the room?
Did the employee give information about the hotel/resort along the way?
Once at the room, did the employee offer the option of room orientation?
Did the employee explain the air conditioning controls?
Did the employee point out how to operate the telephone?
Did the employee offer any additional assistance?
THE EMPLOYEE
THE PRODUCT
Was the entrance of the hotel clean and free of debris?
Was the luggage trolley clean and well maintained?
Meet Below

0.00%
N/A
N/A
PORTAL ARRIVAL SUMMARY
Category: Portal arrival
Date:

PORTER DEPARTURE
Category: FO - Porter Departure
Date:
Meet Below
PORTERAGE REQUEST STANDARDS
Was the telephone to reception/porter desk answered within 3 rings?
Did the employee answer the phone with the appropriate greeting and identify
department?
Did employee use guest's name at least once during conversation?
Did the employee thank the guest?
If there was a delay was guest informed of delay and new collection time?
COLLECTION STANDARDS
Was the luggage collected within 10 minutes of request?
Did employee greet the guest in a polite and friendly manner?
Did the employee use the guest name at least once during the interaction?
Did the employee pack guest's luggage into the transport?
Did the employee thank the guest and wish them a pleasant journey?
THE EMPLOYEE
THE PRODUCT
Was the departure area of the hotel clean and free of debris?
Was the luggage trolley clean and well maintained?
Meet Below

0.00%
N/A
N/A
PORTAL DEPARTURE SUMMARY
Category: Portal departure
Date:

SWITCHBOARD
Category: FO - Wake up call

Date:
Meet Below
WAKE UP CALL STANDARDS
Was the telephone answered within 3 rings?
department?
Did the employee repeat back the room number and time details to ensure correct
understanding?
Did the employee wish the guest a good night
RECEIVING THE WAKE UP CALL STANDARDS
Was the wake up call personalized?
Was the wake up call within 5 minutes of the requested time?
Did the employee announce the time of day
Did the employee wish a pleasant day?
THE EMPLOYEE
Was the employee's speech clear and audible?
Was the employee polite and helpful when receiving the wake up call information?
Meet Below
0.00%
N/A
N/A
SWITCHBOARD SUMMARY
Category: Wake up call
Date:
International Hospitality Solutions Quality Assurance

GUEST SERVICES
Category: FO - Guest Services
Date:
Meet Below
CHECK IN STANDARDS
department?
If the guest approached the desk, did the employee acknowledge guest within 30
seconds?
Did the employee greet the guest in a warm and friendly manner?
Did the employee offer relevant information about the hotel/resort?
Was the employee knowledgeable regarding nearby places of interest?
Did the employee make an effort to promote the extra services offered?
Did the employee make every effort to assist the guest's requirements?
Were all requests met?
THE EMPLOYEE
THE PRODUCT
Was the working area neat and organized?
Did the desk have a sufficient supply of brochures promoting sister properties?
Meet Below
0.00%
N/A
N/A
GUEST SERVICES SUMMARY
Category: Guest services
Date:

HOUSEKEEPING ARRIVAL
Category: HK - Housekeeping Arrival

Date:
Meet Below
HOUSEKEEPING ARRIVAL STANDARDS - ROOM
Were the floors clean and free of stains?
Was the room temperature comfortable?
Was the room free of odours?
Was the bedspread clean and neatly arranged?
Was the headboard clean and well maintained?
Was the upholstery clan and unstained?
Was the furniture dust free?
Were the windows clean and smear free?
Were the curtains clean and properly fitted?
Were all walls clean and stain free?
Were all light fixtures and fittings clean?
Were the paper baskets empty and clean?
Was the balcony clean and swept?
Was the balcony furniture clean and set up?
Was the please do not disturb/please make up my room sign in good condition?
Were the mirrors clean and mark free?
Was the television clean and working?
Were all the drawers clean, odour and dust free?
Were the wardrobes clean and in good condition?
Was there a notepad and pencil by the telephone? ****
Were all the light fixtures in the room and the bathroom working?
HOUSEKEEPING ARRIVAL - cont
Category: HK - Housekeeping Arrival
Date:
Meet Below
HOUSEKEEPING ARRIVAL STANDARDS - BATHROOM
Was the bathroom completely mould free
Were all ceilings and walls clean
Was the shower/bath/sink clean?
Were the shower/bath/sink fittings clean and polished?
Was the shower curtain or door clean?
Were all counter/shelf surfaces clean?
Was the bathroom floor clean and free of debris?
Was the toilet clean and in good maintenance?
Was the waste paper bin clean?
Was there a spare toilet paper available?
Were all towels clean, unstained and in good repair?
Were all amenities neatly arranged?
Meet Below
0.00%
N/A
N/A
N/A
HOUSEKEEPING ARRIVAL SUMMARY
Category: Housekeeping Arrival
Date:

HOUSEKEEPING SERVICING
Category: HK - Housekeeping Servicing

Date:
Meet Below
GUEST ROOM SERVICING STANDARDS
Was the servicing completed by 14.00 each day?
Was the room generally tidied with all amenities returned to their original position?
Were the floors vacuumed/cleaned and free of debris?
Was the bed neatly made with linen free of stains and tears?
Was the waste paper bin emptied?
Were curtains neatly drawn?
Were all ashtrays emptied and clean?
Were guest's clothes arranged neatly?
Was all change or jewelry left untouched?
Were all used items such as plates, glasses removed?
Were all used towels replaced?
Were all amenities replaced?
Did the employee tidy guest's personal toiletries?
Were floors clean and tidy of debris?
Was the toilet cleaned?
Was bathroom counter clean and dry?
Were the mirrors clean and mark free?
If employee was observed, was she well groomed?
Was the employee pleasant and professional in manner?
Meet Below
0.00%
N/A
N/A
HOUSEKEEPING SERVICING SUMMARY
Category: Housekeeping Servicing
Date:

LAUNDRY
Category: HK - Laundry
Date:
Meet Below
COLLECTION STANDARDS
Was the laundry collected within 30 minutes of request?
Did employee use guest's name at least once during the interaction?
Did the employee thank the guest?
DELIVERY STANDARDS
Was the laundry delivered at the promised time?
Were all collected items returned as requested?
Were all laundered items appropriately cleaned?
Were all articles free of odor?
Were garments free of staples or pins?
THE EMPLOYEE
THE PRODUCT
Did the laundry list include the hours of service?
Did the laundry list include collection/delivery instructions?
Did the laundry list clearly indicate the applicable prices?
Were there laundry bags in the room?
Meet Below
0.00%
N/A
N/A
LAUNDRY SUMMARY
Category: Laundry
Date:

ROOM PRODUCT
Category: Product - Room
Date:
Meet Below
ROOM PRODUCT STANDARDS
Was the decor appropriate to location?
Was the room large enough to accommodate the number of guests?
Was the room layout functional?
Was the flooring in good condition?
Was the air conditioning functioning well?
Was all bed linen of good quality cotton?
Well all fabrics fresh in appearance?
Was the furniture well maintained?
Was the lighting sufficient?
Was there sufficient hanging and drawer space?
Was the door lock or chain in good condition?
Was there a sufficient guest directory?
Was there a good size mirror in the room?
Was there an in room bar?
Was there an in room safe?
Was there a telephone near the bed?
Were the television channels suitable to guest needs?
Was the remote control unit working properly?
Was the balcony furniture of suitable quality?

ROOM PRODUCT - cont.
Date:
Meet Below
BATHROOM PRODUCT STANDARDS
Was all the plumbing in good working order?
Were all the wall and ceiling surfaces in good repair and free of cracks?
Was the bathroom layout functional with adequate space?
Was the bathroom well ventilated?
Was the shower pressure sufficient?
Was the shower door/curtain in good repair?
Was a hair dryer available?
Were there at least two different sizes of towels per guest?
Were at least shampoo and soap available as amenities?
Meet Below
0.00%
N/A
N/A
N/A
ROOM PRODUCT SUMMARY
Date:
The Room Product:
The Bathroom Product:

PUBLIC AREAS
Category: Product - Public Areas

Date:
Meet Below
EXTERIOR
Was the hotel entrance well maintained and clean?
Was the access to the hotel spacious enough to accommodate busses?
Was disabled access available?
Was the hotel signage in good repair?
Were the gardens kept in good condition?
Were the walkways non slippery and appropriate for hotel/resort?
Was the beach area well maintained and free of dangerous items?
LOBBY
Was the lobby well laid out and attractive in design?
Was there sufficient seating area in the lobby?
Was all the lobby lighting in good working order?
Was the lobby decor fresh in appearance, flowers etc?
Was all the flooring in good repair and well maintained?
Was the lobby furniture well maintained and of a high standard?
Were the public restrooms well maintained and adequately ventilated?
Were the public restrooms clean and adequately supplied?
Were the showcases and boards well maintained?
Were the shops clean and presentable?
GUEST ROOM ACCESS
Were the guest room corridors in good repair, free of obstruction and clean?
Were all corridors appropriately lit?
Were all fire exits clearly marked?
Were the lifts well maintained and in good working order?
Were the staircases suitably surfaced and well maintained?
Meet Below

0.00%
N/A
N/A
PUBLIC AREAS SUMMARY
Category: Product - Public Areas
Date:
Entrance:
Exterior:
Lobby:
Restrooms:
Guest Access:

FITNESS FACILITIES
Category: Product - Fitness Facilities
Date:
Meet Below
GYMNASIUM
Was the gym fresh in appearance and well maintained?
Was the gym odour free?
Was there a suitable variety of exercise equipment?
Was the equipment up to date and in good working order?
Was there a water dispenser and cups available?
Were sweat towels available?
Was the air conditioning at a acompfortable level?
INDOOR POOL
Was the indoor pool clean and well maintained?
Were the water depths marked?
Were there sufficient loungers available?
Were towels available?
Was all furniture clean, matching and well maintained?
Were there safety instructions in multiple languages?
SAUNA/STEAM
Were safety instructions clearly indicated?
Was the sauna appropriately heated?
Was the sauna well maintained and clean?
Was there a termometer and timer in the sauna?
Was the steam room in good working order?
Was the steam room well maintained and clean?
CHANGING ROOM
Were the changing rooms clean and well maintained?
Were there lockers and towels available?
Were the showers well maintained and clean?
Meet Below

0.00%
N/A
N/A
FITNESS FACILITIES SUMMARY
Category: Product - Fitness Center
Date:
Gymnasium:
Indoor Pool:
Steam and Sauna:
Changing rooms:

HOTEL X
HOTEL SCORE % HOTEL SCORE % HOTEL SCORE % HOTEL SCORE %

AUDIT 1 AUDIT 2 AUDIT 3 YEAR OVERALL
Reception check-in
Reception check-out
Porter check-in
Porter check-out
Switchboard wake up
Guest services
Front Office Overall 0.0 0.0 0.0 0.0
Arrival
Servicing
Laundry
Housekeeping Overall 0.0 0.0 0.0 0.0
Breakfast - Main Restaurant

Lunch - Restaurant 1
Light Meals - Venue 1
Light Meals - Venue 2
Bar
Dinner - Restaurant 1
Nightclub
Minibar
Food and Beverage Overall 0.0 0.0 0.0 0.0
Animation
Sports activities
Kids Club
Recreation and Entertainment Overall 0.0 0.0 0.0 0.0
Reception booking
Reception Arrival
Treatment 1
Treatment 2
Treatment 3
Wellness and Spa Overall 0.0 0.0 0.0 0.0
Room
Public Areas
Fitness Center
Beach/poolside
General maintenance
Product Overall 0.0 0.0 0.0 0.0
OVERALL SCORE 0.0 0.0 0.0 0.0

BREAKFAST
Category: F&B - Main Restaurant
Date:
Meet Below
CHECK IN STANDARDS
department?
If the guest approached the desk, did the employee acknowledge guest within 30
seconds?
Did the employee greet the guest in a warm and friendly manner?
Did the employee offer relevant information about the hotel/resort?
Was the employee knowledgeable regarding nearby places of interest?
Did the employee make an effort to promote the extra services offered?
Did the employee make every effort to assist the guest's requirements?
Were all requests met?
THE EMPLOYEE
THE PRODUCT
Was the working area neat and organized?
Did the desk have a sufficient supply of brochures promoting sister properties?
Meet Below
0.00%
N/A
N/A

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TABLE OF CONTENTS

FOOD AND BEVERAGE

RECREATION AND ENTERTAINMENT

WELLNESS AND SPA

Was the guest acknowledged within 30 seconds of arrival?

Did the complete check-in take no more than 5 minutes?

Was the guest greeted in a warm and friendly manner?

Did employee offer assistance to the guest?

Was all information correct on the registration card?

Was the departure date confirmed?

Did the employee offer general information about the hotel/resort?

Did the employee arrange porterage assistance?

Did employee wish the guest a pleasant stay?

Was the employee dressed in a clean, pressed and complete uniform?

Did all employees wear name badges?

Was the employee well groomed?

Did the employee maintain eye contact with the guest?

Did the employee smile and exhibit a friendly manner?

Did the employee use clear and understandable language?

Was the reception desk clean and tidy?

Was the area behind the reception desk free of clutter?

Total Number of Standards: 21

Comments regarding the experience

Was the guest acknowledged within 30 seconds of arrival?

Did the complete check-in take no more than 5 minutes?

Was the guest greeted in a warm and friendly manner?

Did the employee verify guest's room number?

Did the employee verify any last minute charges?

Was the bill clearly itemized, accurate and complete?

Did employee clarify the method of payment?

Was the folio presented to guest neatly in bill cover or envelope?

Did employee offer guest assistance with luggage?

Did employee ask whether guest had enjoyed their stay?

Did the employee thank the guest ?

Was the employee dressed in a clean, pressed and complete uniform?

Did the employee wear a name badge?

Was the employee well groomed?

Did the employee maintain eye contact with the guest?

Did the employee smile and exhibit a friendly manner?

Did the employee use clear and understandable language?

Was the receptiondest clean and tidy?

Was the area behind the reception desk free of clutter?

Total Number of Standards: 22

Comments regarding the experience

Was the porter available on arrival?

Did the employee greet guest in a warm and friendly manner?

Did the employee offer assistance with luggage?

Did the employee introduce guest to reception?

Did the employee knock lightly on the door?

Did employee escort guest to the room?

Did the employee explain the air conditioning controls?

Did the employee point out how to operate the telephone?

Did the employee offer any additional assistance?

Was the employee dressed in a clean, pressed and complete uniform?

Did the employee wear a name badge?

Was the employee well groomed?

Did the employee maintain eye contact with the guest?

Did the employee smile and exhibit a friendly manner?

Did the employee use clear and understandable language?

Was the entrance of the hotel clean and free of debris?

Was the luggage trolley clean and well maintained?

Total Number of Standards: 21

Category: Portal arrival