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mystery shopper audit reception

Pre-Visit Preparation

Review the mystery shopper guidelines and objectives.

Familiarize yourself with the restaurant's menu, services, and special promotions.

Plan your visit during peak and off-peak hours for varied experiences.

Prepare a notepad or device for taking notes during the visit.

Arrival

Observe the parking situation and ease of access to the restaurant.

Note the exterior appearance and cleanliness of the entrance.

Check for clear signage indicating the restaurant's name and opening hours.

First Impressions

Assess the greeting upon entering: Was it friendly and prompt?

Observe the ambiance: lighting, music, and overall atmosphere.

Note the cleanliness of the reception area and waiting area.

Interaction with Staff

Evaluate how staff members introduce themselves and offer assistance.

Observe the staff's knowledge about the menu and specials.

Check for attentiveness and engagement with customers in the reception area.

Assess the professionalism of the staff: attire, demeanor, and communication skills.

The Reservation Process

If applicable, note how the reservation is handled (confirmation, wait time, etc.).

Observe the efficiency of the check-in process for reservations.

Evaluate how staff manage walk-in guests compared to those with reservations.

Customer Service Experience

Assess the overall friendliness and helpfulness of the staff.

Note any additional services offered (e.g., coat check, menu explanations).

Evaluate how complaints or issues are handled, if applicable.

Wait Time

Measure the time taken to be seated after check-in.

Note any communication regarding wait times from the staff.

Seating and Menu Presentation

Assess the cleanliness and condition of the table and chairs.

Evaluate the presentation of the menu: clarity and accessibility.

Note if the staff provides any recommendations or highlights from the menu.

Post-Visit Follow-Up

Record any feedback or observations immediately after leaving the restaurant.

Complete a detailed report based on the checklist items.

Provide constructive feedback to management, focusing on areas of improvement and strengths.

Final Thoughts

Reflect on the overall experience: Would you recommend this restaurant to others?

Consider the likelihood of returning based on the service received.

Note any unique features or experiences that stood out during the visit.

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