Mystery Guest Report Sample

Hotel: Month: Wave: Recording:
Detail of brief:
Contact in Reservations:
76.1% 42.2% 47.1% N/A 79.4% 67.6% 70.4% N/A
67.2% 100.0% 87.2% N/A 66.9% 69.7% 72.4% N/A
82.3% 76.9% 62.3% N/A 55.2% 78.0% 73.6% N/A
93.3% 97.5% 83.8% N/A 70.0% 77.0% 76.0% N/A
71.1% 54.7% 52.4% N/A 36.4% 81.8% 58.4% N/A
(Green = Score beaten this wave; Red = Score lower this wave)
Full overnight guest experience as a private weekend booking & establish progress from wave 1 & 2.
Jenny made the reservation, checked in and out by Michael.
Group
Average
Hotel
Average
Last
Wave
This
Wave
Category
Last
Wave
Hotel
Average
Overall comments, recommendations and assessors personnel experiences;
Grand Hotel, Mystery Guest Executive Summary
Grand Hotel Three March GH 160406 1538
It is satisfying to see a lot of changes and recommendations being implemented around the
property. Having deliberately left a long gap between the previous and this visit, this was
the least positive experience of the three visits so far, staff motivation seemed to be
fairly low.
Public Area / Staff / Management
Checkout
The large shower, bright and spacious bathroom made getting out
of bed at 8am on a Sunday morning much more tolerable.
Dining Room - Breakfast
Room Service
Booking
Arrival / Check in
Bedroom
Bathroom
Details of any 'Unrecognised Service Winners'
Group
Average
Lounge / Bar / Relaxing Area
Dining Room - Dinner
Category
This
Wave
Executive Summary
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Booking Arrival / Check
in
Bedroom Bathroom Room Service Lounge / Bar /
Relaxing Area
Dining Room -
Dinner
Dining Room -
Breakfast
Public Area /
Staff /
Management
Checkout
This Wave Last Wave Hotel Average
Grand Hotel, Mystery Guest Audit. Page 1 of 6 Compiled by SDK Consulting Ltd.
Date of res call: Date of visit: 08 Mar 10 Date enquired about:
Detail of brief:
Roomnumber & Facilities used:
These questions have only two scoring options, "Yes" =10, "No" =0, (or N/A)
These are graded 0-10, Standard exceeded =8-10, Standard only just met =5-7, Standard not met =<5, (or N/A)
OVERVIEW: Total 135 / 195 = 69.2% Score
Please write any relevant comments underneath this section.
1
2
3
4
BOOKING Total 175 / 230 = 76.1% Score
5 The telephone was answered quickly? 10
6 Transferred to reservations quickly? N/A
7 Greeting was appropriate? 10
8 Staff member introduced themselves by name? 10
9 They spoke in a clear & unhurried voice? 10
10 Asked what type of room required? N/A
11 Style & content of the room explained? 10
12 Room rate confirmed? 10
13 Informed what the rate included? 10
14 Informed of the hotel facilities? 5
15 Arrival time requested? 0
16 Evening meal offered? 0
17 Offer made to reserve a table for dinner? 0
18 Guests name used once it was established? 10
19 Name and title requested? 10
20 Address requested? 10
21 Contact number requested? 10
22 Informed of the cancellation policy without prompting? 10
23 Guarantee/confirmation requested by the hotel? 10
24 Offered written confirmation? 10
25 Asked if you had stayed before? 0
26 Directions offered? 10
27 Asked how you heard about the hotel? 0
28 Confirmation arrived as expected? 10
29 Asked if you had any special requirements? 10
Please make any relevant comments, including any potential 'Hidden Dissatisfiers' found:
Grand Hotel, Mystery Guest Report
Maria, Sam & Lucy at dinner were polite, friendly and chatty, but clearly under pressure. There was a vast array of moods and
attitudes amongst the staff. The most pronounced was breakfast where there seemed to be a distinct atmosphere of negativity and
requests were met with irritation. I greeted the waitress with 'Good Morning' to which I received a grunt in response. Reception
staff were indifferent to the guests needs or requirements.
All three waitresses at dinner did a very good job and were 100% in control of the restaurant at all times. Maria, the supervisor,
was very efficient and attentive, a natural quality that a person either has or not.
25 Feb 10 08-Mar-10
Room 537, Brasserie Bar and Room Service
Full overnight guest experience as a private weekend booking & establish progress from wave 1 & 2.
Overall, did you find the staff positively friendly throughout the audit?
Did any member of staff excel or deserve special mention?

Staff should never chew gum whilst on duty, especially those in the public eye. Chomping away like a child with a toffee, when a
guest is having a conversation with them, is one of the most offensive things anyone can do.
Jenny was obviously making a conscious effort to raise her game and comply as much as possible with the current programme, and
maitained a professional manner throughout. Of the items missed on this call, the key area to remember is to discuss the guests
dinner arangements and offer a table reservation.

Gold =100%, Green =75%+, Amber =74.9% - 50%, Red =-50%
There are many huge F&B opportunities missing. At no point during the stay did I see, or see any reference, to a Wine List. It was
not a simple procedure to get a drink in the lounge, which I didn't manage to do, nor is there any offer of a beverage service on the
room service menu.
Critical action points.
Were there any missed opportunities to enhance the guest stay?
Grand Hotel, Mystery Guest Report. Page 2 of 6 Compiled by SDK Consulting Ltd.
ARRIVAL / CHECK IN Total 121 / 180 = 67.3% Score
30 Hotel signage in good order? 10
31 Grounds and immediate environment maintained? 10
32 Buildings maintained? 10
33 First impressions met expectations? 10
34 Property local environment acceptable? 10
35 Met at door on arrival? 6
36 Greeting at reception friendly & welcoming? 5
37 Were staff appropriately dressed? 10
38 Was any pre-registration evident? 10
39 Name used during check in? 0
40 Dinner reservation offered / checked? 0
41 Newspaper offered? 10
42 Wake up call offered? 10
43 Luggage assistance offered? 10
44 Hotel facilities & layout explained 0
45 Rooming service offered? 0
46 Overall friendliness of booking and arrival appropriate? 5
47 Overall efficiency of booking and arrival appropriate? 5
BEDROOM Total 107 / 130 = 82.4% Score
48 Bedrooms maintained to an appropriate level? 10
49 General decorations & enhancements appropriate? 10
50 Quality of beds met expectations? 7
51 Quality of bedding met expectations? 7
52 Quality of furniture, fixtures and fittings appropriate? 7
53 Quality of flooring / carpet appropriate? 10
54 Housekeeping effective? 5
55 Quality of free space met expectations? 10
56 Lighting levels sufficient? 10
57 Heating and ventilation effective? 10
58 Appropriate bedroom accessories provided? 9
59 Adequate work space available? 7
60 Acceptable levels of security provided? 5
BATHROOM Total 112 / 120 = 93.4% Score
61 Bathrooms well maintained? 10
62 Flooring of appropriate quality? 10
63 Quality of fixtures and fittings appropriate? 10
64 Quality of dcor and tiling effective? 10
66 Ventilation / extraction effective? 10
67 Heating effective? N/A
68 Lighting levels effective? 7
69 Ease of practical use within bathrooms acceptable? 10
70 Quality of free space acceptable? 10
71 Toiletries of an appropriate quality? 10
72 Linen of an appropriate quality? 10
73 Overall expectations met at this level? 10
The one desk in room 537 with TV, Fan (complete with hairs and dust), and hospitality tray left no space for working, and there is
nowhere to move them to. Suggest putting luggage rack in the wardrobe or folded elsewhere, and putting a table under the light
switches for the hospitality tray.
Housekeeping very good apart from under the bed where I found, a baby's dummy, clothing labels, 50p, a water bottle cap and a
chocolate. All of these were at the edge of the bed and could be picked up without moving the bed.
Bathroom is a very generous size, bright and airy with great opening windows for ventilation. Extra large shower is very good, but a
little more attention to housekeeping in the shower and around the bath seal are needed as a lot of crusty, brown lime scale on the
shower control unit and staining around the bath seal. Drain in the shower is very slow, maybe partially blocked, and risks
overflowing.
Could do with an extra, or brighter light over the mirror for make up etc, and a shelf of some kind for wash bag and toiletries. The
shelf that is there is too small and already full with hotel supplied accessories.
Check in was polite and friendly, but was very much a process and a bit robotic, there was no real personal feel to it. I was given
directions to the room, but no other assistance offered. Missed opportunities to up sell were no reservation or information offered
about dinning.
ROOM SERVICE Total 128 / 180 = 71.2% Score
74 Room Service menu available in the bedroom? 10
75 Room Service menu clean and well presented? 5
76 Phone call to Room Service answered quickly? 10
77 Response to Room Service request polite & friendly? 10
78 Staff product knowledge of Room Service menu? 5
79 Any attempt at up selling? 0
80 Advised of tray delivery time? 0
81 Was tray delivered within time specified? 8
82 Staff appropriately dressed? 10
83 Order received as requested? 10
84 Order explained and confirmed to be correct? 0
85 Order arrived appropriately covered? 10
86 Tray appearance neat & tidy, no spillage? 10
87 Tray had all appropriate cutlery and condiments for order? 10
88 Advised of tray collection service? 0
89 Was tray collection service effective? 10
90 Asked to sign Room Service bill? 10
91 Overall Room Service effective? 10
LOUNGE / BAR / RELAXING AREA Total 127 / 160 = 79.4% Score
92 Lounge / seating area effective for purpose - size, space & comfort? 8
93 Quality of furniture, fixtures & fittings as expected? 8
94 Additional enhancements and personal touches appropriate? 8
95 Appropriate provision of easy seating? 5
96 Overall wear & tear level acceptable? (Including dcor) 10
97 Quality of flooring appropriate? 7
98 Bar area effective for purpose - size, space, comfort? 8
100 Additional enhancements and personal touches appropriate? 8
102 Acknowledgement on arrival? N/A
103 Table service provided? 10
105 Guest name used at anytime? 0
106 Enquiry concerning dining made? N/A
107 Friendly & efficient service? 10
109 Atmosphere & ambience effective? 8
DINING ROOM / DINNER / BREAKFAST Total 399 / 640 = 62.4% Score
110 Dining room / Restaurant area effective for purpose? 10
112 Decorations, enhancements and personal touches appropriate? 10
115 Seating comfortable? 10
117 Lighting levels adequate and appropriate? 10
118 Atmosphere & ambience effective? 10
119 Met, greeted and seated on arrival? 0
120 Style of service explained? 0
122 Dinner menu and wine list presented and explained when seated? 0
Room service ordered at 11.55pm and arrived in 20 minutes. Presentation was much improved over last time with the food covered
with cling film and delivered on a proper food tray, which was covered and more suitably sized. It would be a nice touch to have
traditional hot chocolate powder made with hot milk from room service, as opposed to the hot water variety as used on the hospitality
tray.
Delighted to see facilities in place to order drinks etc to the lounge, and it worked. Should serve drinks with coasters or napkins to
protect wood furniture and prevent dripping from the glass. The new signage on the door from the corridor is a positive step, and
the design fits very well with the existing decor.
A clock in the lounge would be a welcome addition, perhaps something over the fireplace.
DINING ROOM / DINNER / BREAKFAST (Cont) Score
123 Dinner menu and wine list clean and tidy? 10
124 Dinner menu contents appropriate? 7
125 Staff knowledge of menu acceptable? 10
126 Wine list contents appropriate? 10
127 Staff knowledge of wine list acceptable? 8
128 Staffing levels appropriate? 7
129 Drinks order offered at time of seating? 0
130 Any attempt to make recommendations or up sell? 5
131 Order taken promptly and efficiently? 8
132 Service attentive? 3
133 Service friendly? 10
134 Service between courses well placed? 3
135 Appropriate satisfaction checks made? 2
136 Guest name used at any time? 0
137 Tables kept clean and cleared between diners? 0
138 Tables appropriately laid and prepared? 10
139 Tables have adequate free space? (See below) 6
140 Spare place settings removed? N/A
141 Napery and linen of an appropriate quality? 3
142 Overall food quality levels appropriate at dinner? 8
143 Good use of fresh produce and ingredients noticeable? 8
144 Evidence of creativity and imagination used in cooking? 10
145 Choice and quality of breads offered? 8
146 Overall food presentation appropriate? 10
147 Overall dinner expectations met at this level? 7
148 Any up sell of further drinks, liqueurs etc? 0
149 Housekeeping effective within dining areas? 8
150 Breakfast dining areas appropriate for use? 10
151 Dining atmosphere and ambience appropriate for breakfast? 10
157 Lighting levels adequate and appropriate? 10
158 Asked for room number or name on arrival? 0
159 Guest name used at any time? 0
160 Met, greeted and seated on arrival? 0
161 Style of service explained? 2
163 Breakfast menu contents appropriate? 5
164 Overall food quality appropriate? 7
165 Overall food presentation appropriate? 7
166 Staffing levels appropriate? 5
167 Service attentive? 0
168 Service friendly? 0
169 Service between courses well placed? N/A
170 Appropriate satisfaction checks made? 0
171 Tables kept clean and cleared between diners? N/A
172 Tables appropriately laid and prepared? 0
173 Tables have adequate free space? (See below) 5
174 Spare place settings removed? N/A
175 Napery and linen of an appropriate quality? 8
177 Friendly farewell on leaving the dining area? 0
made to wipe them,even though customers had sat there. The main restaurant entrance is still not very clear, and I witnessed two
groups miss it on their first pass and have to stop to find it. Breakfast was the most uncomfortable experience so far, at no point
did any of the restaurant team make any effort to engage in conversation, the first pot of tea arrived so fast, I was suspicious as to
it's freshness which was confirmed in the taste test and found it to be luke warm and stewed, request for a fresh pot was met with
irritation. Plates were not cleared, asking for cheese seemed to be a very unusual request and a hassle to fulfil.
At dinner, the restaurant was very busy inside, it became apparent that during such times, diners outside get neglected and
forgotten about, service between courses was very slow, the table was still not cleared for almost 20 minutes after I left the
restaurant. Starter and main were very good quality, size and presentation, but desert selection was limited and mostly creamy
gateau's, a bowl of fruit salad, and what I was told was Tiramisu turned out to be a glass piped full of Amaretto Cream. Filter
coffee was anaemic and tasted like used coffee grounds had been used to make that pot with just more water added instead of fresh
coffee for each pot. Some cutlery was not properly cleaned. As it had rained earlier, several tables were wet, but no attempt was
PUBLIC AREAS / STAFF / MANAGEMENT Total 140 / 200 = 70% Score
Reception / Lobby
178 Reception area effective for the purpose - size, space and comfort? 5
179 Area welcoming? 8
Corridors, Stairways & Lifts
186 Internal signage around the property effective? 5
187 Area effective for the purpose - size, space and comfort? 5
190 General maintenance of lifts evident? N/A
Staff & Management
192 Skill levels met expectations at this level? 5
193 Spontaneous greetings from staff? 5
194 Overall friendliness of staff was evident and appropriate? 6
195 Overall efficiency of staff was evident and appropriate? 6
196 Overt and approachable management presence? 8
197 There was a conscious effort by staff to anticipate guests needs? 4
198 There was a conscious effort by staff to maximise the guest experience? 4
CHECK OUT Total 40 / 110 = 36.4% Score
199 Greeting was friendly and appropriate? 5
200 Staff appropriately dressed 10
201 Guest name used once established? 0
202 Overall satisfaction checked? 0
203 Account ready? 10
204 Account explained? 0
205 Account correct? 10
206 Onward journey enquiry made? 0
207 Assistance offered with future reservations? 0
208 Farewell polite, friendly and appropriate? 0
209 Overall efficiency of check-out and departure effective? 5
Check out was efficient but nothing else. I ordered a taxi from reception after breakfast, went to get my bag and came back to
check out. When I returned, I stood at the desk for about 15 seconds when the first words spoken to me were "That's 132.90
please." I paid in cash, was given my change and told "Your taxi is just outside." While it never came across as rude, and there was
never any undertones of bad manners, no one confirmed my name, room number, no one said good morning, asked if I had enjoyed my
stay, asked about future reservations or any attempt at conversation at all. A very poor experience.
New signage was evident throughout the property, including low door warnings, steps, and GM & Duty Manager notice behind
reception. A clock in reception would be a useful addition.
I can not say why, but there seemed to be a particularly negative atmosphere amongst the staff this time, apart from Salem who
was overtly present, the dinner staff were very friendly but clearly under pressure. Breakfast and reception were merely performing
a function and not at all welcoming.

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