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Hotel Mystery Shopper Checklist

Hotels use mystery shopping services to improve their customer service and quality ratings When it comes to evaluating a hotel, it’s important to take into account all the different aspects of the experience. That’s where a customer mystery shopping checklist can come in handy. This comprehensive hotel mystery shopper checklist consists of 8 parts and serves as a guide for the complete inspection of a hotel.

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Mystery Shopper Audit
Thank you for taking part in this mystery shopper inspection. The purpose of this audit is to create an unbiased platform to monitor customer service levels and ensure that brand standards and polices are up to standard within this hotel.
Arrival Experience
Arrival Experience
Were you greeted when arriving at the building?
Were you offered assistance with your luggage?
When checking in, were the hotel facilities explained?
Was the check in warm and welcoming?
How would you rate your arrival experience from 1 to 10?
Notes on Arrival Experience
Room Experience
Room Experience
Did the room feel clean when entering?
How would you rate the condition of the furniture in your room?
Was your room free of dust?
Was the bathroom free from hair etc.?
Was the linen of high quality and free from hair etc.?
Were the windows clean and in good condition?
Were the floors clean and in good condition?
Was the WIFI user friendly?
Was everything in your room working properly?
How would you rate your room experience on a scale of 1 to 10?
Notes on Room Experience
Did you receive a friendly greeting (either by phone or face to face)?
Did the staff provide good service throughout your dining experience?
Did you receive your food and beverages within an acceptable time frame?
Did the staff provide you with suggestions to ? E.g. Wine Suggestions, Desserts
How would you rate your Restaurant experience on a scale of 1 to 10?
Notes of Restaurant Experience
Were you approached by a staff member to order whilst sitting in the lobby lounge?
Were you satisfied with the range of beverage options on the menu?
Were you satisfied with the range of food options on the bar menu?
How would rate the overall level of service you received?
Did you feel welcome when you entered the bar?
Was the bar area clean?
How would you rate your Bar experience on a scale of 1 to 10?
Notes on Hotel Bar:
Dining Room
Dining Room
Did you receive your order within 30 mins?
Was your order complete?
Was the temperature of the food acceptable?
Dining Late Night Menu (after 11pm)
Did you use the Late Night Menu (after 11pm)?
How would you rate the temperature of the food?
Was your order received within the advised time frame?
Other dishes that you would like to see on the late night menu?
How would you rate your In Room Dining experience on a scale of 1 to 10?
Notes on Dining Room
Overall Experience
Overall Experience
Was the cleanness of the hotel up to standard?
Was the condition of the hotel up to the expected standard?
Was your stay hassle free?
Did you identify any areas that need to be improved? If so, what are these areas?
Were there any staff members that went above and beyond to ensure that your stay was great?
How would your overall experience on a scale of 1 to 10?
Name and Signature of Inspector
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Improve your hotel’s reputation with a comprehensive hotel mystery shopper checklist

Hotels are constantly seeking ways to improve their customer service and overall experience. One of the most effective strategies for doing this is by utilizing a hotel mystery shopper checklist.

This type of hotel inspection helps hotels focus their resources on areas that will increase their profit. Mystery shoppers visit the hotel and observe how employees interact with guests, as well as how they handle any situations or problems that may arise. This feedback is then compiled and used to make changes to policies, procedures, training programs, or even marketing materials.

As a result of using a hotel mystery shopper checklist, hotels can confidently rely on the positive reputation they have built over time with respect to quality customer service and an enjoyable experience for guests.

A hotel mystery shopping checklist should be prepared to cater to an evaluation report from a customer perspective, starting from the first impression that the guest faced till the checkout, going through his entire visit, but from a professional point of view.

Use this Mystery Check questionnaire to evaluate the arrival and accommodation experience, management and services of the hotel bar and restaurant. Give ratings for each section and leave comments and recommendations.

Please note that this checklist template is a hypothetical appuses-hero example and provides only standard information. The template does not aim to replace, among other things, workplace, health and safety advice, medical advice, diagnosis or treatment, or any other applicable law. You should seek your professional advice to determine whether the use of such a checklist is appropriate in your workplace or jurisdiction.
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