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mystery shopper audit restaurant

Preparation

Define the objectives of the mystery shopper audit.

Select the specific restaurant location for the audit.

Determine the criteria and areas to be evaluated (e.g., service quality, food quality, cleanliness).

Create a detailed briefing document for the mystery shopper.

Schedule the visit to avoid peak hours or special events.

Arrival

Arrive at the restaurant on time and discreetly observe the exterior and entrance.

Note the ambiance and signage of the restaurant.

Observe the greeting and welcome received upon entry.

Service Evaluation

Assess the wait time for being seated.

Evaluate the attentiveness and friendliness of the staff.

Check if the server provides menus and explains specials.

Observe the server's knowledge about the menu items.

Rate the speed of service for food and drink orders.

Food and Beverage Assessment

Evaluate the presentation of the food and drinks.

Assess the temperature and freshness of the food.

Taste the food and rate it on flavor and quality.

Ensure the order is accurate and complete.

Cleanliness and Environment

Inspect the cleanliness of the dining area, including tables and floors.

Observe the condition of restrooms.

Check for appropriate music volume and overall atmosphere.

Billing and Payment Process

Review the accuracy of the bill.

Assess the efficiency of the payment process.

Note any upselling or promotional efforts made by the staff at this stage.

Post-Visit Evaluation

Complete a detailed report summarizing the experience.

Rate each aspect of the visit based on a predefined scoring system.

Provide constructive feedback and suggestions for improvement.

Submit the report to the appropriate management personnel.

Follow-Up

Schedule a debriefing session with the management to discuss findings.

Ensure that action items are identified and assigned for follow-up.

Plan for a repeat audit to measure improvement based on previous feedback.

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