Hotel Mystery Shopper Checklist

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Hotel Mystery Shopper Checklist

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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?

Yes No N/A

Were you offered assistance with your luggage?

Yes No N/A

When checking in, were the hotel facilities explained?

No Some All

Was the check in warm and welcoming?

Yes No N/A

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?

Yes No N/A

How would you rate the condition of the furniture in your room?

Was your room free of dust?

Yes No N/A

Was the bathroom free from hair etc.?

Yes No N/A

Was the linen of high quality and free from hair etc.?

Yes No N/A

Were the windows clean and in good condition?

Yes No N/A

Were the floors clean and in good condition?

Yes No N/A

Was the WIFI user friendly?

Yes No N/A

Was everything in your room working properly?

Yes No N/A

How would you rate your room experience on a scale of 1 to 10?

Notes on Room Experience

Restaurant

Restaurant

Did you receive a friendly greeting (either by phone or face to face)?

Yes No N/A

Did the staff provide good service throughout your dining experience?

Yes No N/A

Did you receive your food and beverages within an acceptable time frame?

Yes No N/A

Did the staff provide you with suggestions to ? E.g. Wine Suggestions, Desserts

Yes No N/A

How would you rate your Restaurant experience on a scale of 1 to 10?

Notes of Restaurant Experience

Bar

Bar

Were you approached by a staff member to order whilst sitting in the lobby lounge?

Yes No N/A

Were you satisfied with the range of beverage options on the menu?

Yes No N/A

Were you satisfied with the range of food options on the bar menu?

Yes No N/A

How would rate the overall level of service you received?

Great OK Poor

Did you feel welcome when you entered the bar?

Yes No N/A

Was the bar area clean?

Yes No N/A

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?

Yes No N/A

Was your order complete?

Yes No N/A

Was the temperature of the food acceptable?

Yes No N/A

Dining Late Night Menu (after 11pm)

Did you use the Late Night Menu (after 11pm)?

Yes No N/A

How would you rate the temperature of the food?

Hot Warm Cold

Was your order received within the advised time frame?

Yes No N/A

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?

Yes No N/A

Was the condition of the hotel up to the expected standard?

Yes No N/A

Was your stay hassle free?

Yes No N/A

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?

Yes No N/A

How would your overall experience on a scale of 1 to 10?

Completion

Completion

Name and Signature of Inspector

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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.