operations and guest experience mystery audit
Pre-Arrival Experience
- Navigate through the booking process as a guest.
- Ensure all steps are clearly labeled and intuitive.
- Check for any technical issues or broken links.
- Confirm that payment options are visible and functional.
- Analyze the content of confirmation emails for clarity.
- Verify that special requests are acknowledged in the communication.
- Check the timeliness of the emails sent post-booking.
- Ensure contact information is included for guest inquiries.
- Review the website for current promotions.
- Ensure that offers are easy to find and understand.
- Check the validity dates and conditions of each offer.
- Assess whether promotions are mentioned during the booking process.
- Contact customer service with inquiries and observe response time.
- Evaluate the knowledge and friendliness of the staff.
- Test multiple channels (phone, email, chat) for consistency.
- Assess whether staff provide clear and helpful solutions.
- Access the booking site on a mobile device.
- Evaluate the layout and ease of navigation.
- Test the booking process for mobile-specific issues.
- Check load times and responsiveness of elements.
- Cross-check online descriptions with actual property details.
- Verify that all listed amenities are available.
- Ensure photographs accurately represent the property.
- Look for any discrepancies in room types and features.
- Locate cancellation policies on the website.
- Assess the language for clarity and simplicity.
- Verify that all conditions are clearly stated.
- Check for visibility and accessibility of this information.
- Search for FAQs and virtual tours on the website.
- Ensure resources are easily accessible and user-friendly.
- Evaluate the depth of information provided.
- Check for updates and relevance of the content.
- Review how guests can submit special requests during booking.
- Confirm that requests are documented and acknowledged.
- Test the follow-up communication regarding requests.
- Assess how well the property is prepared to meet requests.
- Check for loyalty program sign-in options during booking.
- Verify that benefits are clearly displayed.
- Assess how easily guests can apply rewards or discounts.
- Evaluate the information provided about loyalty perks.
- Locate check-in instructions in pre-arrival communication.
- Evaluate the language for clarity and completeness.
- Confirm the inclusion of necessary details (time, location).
- Check for any links to online check-in options.
- Check for any automated reminders sent to guests.
- Assess the timing and frequency of these reminders.
- Evaluate the clarity of information in the reminders.
- Ensure guests can easily modify or cancel if needed.
- Look for any personalized messages in pre-arrival emails.
- Evaluate the timing and relevance of these communications.
- Assess how well the messages reflect guest preferences.
- Check if offers related to special occasions are included.
Arrival Experience
- Ensure signage is clear and visible from a distance.
- Check for accurate directions to parking and entrance.
- Look for any missing or damaged signs.
- Assess illumination for nighttime visibility.
- Evaluate placement of signs for optimal guest guidance.
- Observe wait times for valet service.
- Assess staff demeanor and friendliness.
- Check the organization of the valet area.
- Evaluate communication between guests and valet staff.
- Look for promptness in vehicle retrieval.
- Measure wait times during peak and off-peak hours.
- Evaluate staff appearance and professionalism.
- Assess staff knowledge of hotel policies and amenities.
- Observe interaction quality with guests.
- Check for efficient handling of check-in procedures.
- Inspect floors, windows, and surfaces for cleanliness.
- Check for maintenance issues or hazards.
- Observe the presence of trash and waste management.
- Evaluate the arrangement of furniture and decor.
- Look for fresh flowers or welcoming decorations.
- Inspect the presence of luggage carts at the entrance.
- Evaluate staff readiness to assist with luggage.
- Check for clear signage indicating luggage assistance.
- Observe guest interaction with luggage services.
- Assess the condition of luggage carts.
- Observe the warmth and enthusiasm of staff greetings.
- Evaluate consistency of greetings from different staff members.
- Check for acknowledgment of all guests entering.
- Assess body language and eye contact of staff.
- Look for personalized greetings when possible.
- Check seating arrangements for comfort and accessibility.
- Evaluate the cleanliness and upkeep of furniture.
- Observe availability of refreshments and snacks.
- Assess the overall ambiance, including lighting and decor.
- Look for a welcoming atmosphere for guests.
- Check for prominent hotel logos and branding.
- Evaluate the quality of promotional materials.
- Assess visibility from different angles and distances.
- Look for consistency in branding across materials.
- Check for current promotions or events displayed.
- Observe staff providing orientations to guests.
- Assess clarity and thoroughness of information given.
- Check for the ability to answer questions effectively.
- Evaluate if staff offer brochures or guides.
- Look for guest engagement during orientation.
- Inspect for welcome drinks, snacks, or gifts.
- Evaluate the presentation of welcome amenities.
- Check for personalized touches for guests.
- Observe guest reactions to welcome gestures.
- Look for staff offering assistance with amenities.
- Check for accessible ramps and their condition.
- Evaluate elevator accessibility and signage.
- Observe the availability of wheelchair assistance.
- Assess clear pathways free of obstacles.
- Look for staff knowledge regarding accessibility options.
- Assess response time to special requests.
- Evaluate staff professionalism in handling inquiries.
- Observe how staff communicate solutions to guests.
- Check for follow-up on guest requests.
- Look for proactive assistance offered to guests.
Room Quality
- Inspect floors, carpets, and surfaces for dirt or stains.
- Check for dust on furniture and fixtures.
- Examine windows and mirrors for clarity and cleanliness.
- Ensure no maintenance issues (e.g., leaks, broken fixtures) are present.
- Check coffee maker for cleanliness and proper functioning.
- Verify that snacks are fresh and within expiration dates.
- Inspect toiletries for quality, availability, and cleanliness.
- Ensure all items are replenished and neatly arranged.
- Assess lighting quality and adequacy for tasks.
- Examine wall colors, artwork, and overall décor appeal.
- Check seating arrangements for comfort and usability.
- Ensure room feels welcoming and pleasant.
- Test mattress firmness and overall comfort.
- Inspect bedding for stains or signs of wear.
- Check pillows for comfort and cleanliness.
- Ensure bed is made properly and neatly.
- Turn on TV and check for clear picture and sound.
- Test remote control for responsiveness.
- Plug devices into charging ports to ensure they work.
- Inspect any additional electronics for functionality.
- Listen for external noise (traffic, construction) when windows are closed.
- Evaluate sound insulation from adjacent rooms.
- Check for any disruptive noises from hotel facilities.
- Assess overall noise comfort level in the room.
- Check sinks, toilets, and showers for cleanliness.
- Test water pressure in shower and faucet.
- Inspect for leaks or fixture malfunctions.
- Ensure towels and toiletries are available and clean.
- Test air conditioning and heating settings.
- Check for noise levels from HVAC units.
- Ensure temperature adjusts quickly and effectively.
- Verify filters are clean and functioning.
- Check if luggage racks are present and functional.
- Inspect any additional storage options for cleanliness.
- Evaluate space efficiency for luggage storage.
- Ensure racks are sturdy and safe to use.
- Check for adequate number of towels (bath, hand, washcloth).
- Inspect linens for cleanliness and freshness.
- Ensure additional bedding items are available if needed.
- Verify all items are neatly folded and arranged.
- Inspect smoke detectors for presence and functionality.
- Check room locks (deadbolt, latch) for security.
- Ensure emergency information is visible and up-to-date.
- Verify exit routes are clearly marked.
- Perform a sniff test upon entering the room.
- Check for any lingering smells from cleaning products.
- Identify sources of unpleasant odors (e.g., garbage, plumbing).
- Ensure the room has a fresh, clean scent.
- Assess the view for its attractiveness and appeal.
- Evaluate the room's location for noise and privacy.
- Check proximity to elevators or common areas.
- Ensure the window opens and closes easily.
- Connect to the Wi-Fi and test speed and reliability.
- Check for any connectivity issues throughout the stay.
- Verify that information for accessing Wi-Fi is clear.
- Ensure that Wi-Fi network is secure and accessible.
- Review the room service menu for variety and pricing.
- Check if ordering procedures are clear and easy to follow.
- Assess the timeliness of food delivery services.
- Confirm that food quality meets expected standards.
- Assess the efficiency of the check-in process.
- Ensure room assignments are accurate and communicated clearly.
- Evaluate staff friendliness and professionalism during check-in/out.
- Check for any delays or issues during the process.
Public Areas
- Inspect floors for dirt or stains.
- Check for clean windows and glass surfaces.
- Examine restroom supplies: soap, paper, and sanitizers.
- Evaluate overall organization and tidiness.
- Look for any unpleasant odors.
- Check for scratches, stains, or broken pieces.
- Assess the condition of upholstery.
- Look for stability and functionality of furniture.
- Evaluate the cleanliness of all surfaces.
- Note any items needing replacement or repair.
- Check for visible signs in all public areas.
- Assess the readability of signage fonts and colors.
- Ensure directional signs are accurate and helpful.
- Look for any missing or damaged signs.
- Evaluate the relevance of information provided.
- Assess brightness and uniformity of lighting.
- Evaluate the use of natural light vs. artificial.
- Check for any flickering lights.
- Observe the overall mood and comfort level.
- Note any areas needing additional lighting.
- Check thermostat settings in public areas.
- Assess airflow and ventilation quality.
- Observe guest comfort levels.
- Look for any temperature inconsistencies.
- Evaluate the presence of heating or cooling units.
- Check for ramps and accessible entrances.
- Evaluate the availability of elevators.
- Assess restroom accessibility features.
- Look for clear pathways and signage.
- Observe staff assistance for disabled guests.
- Check for cleanliness and maintenance of artwork.
- Assess the relevance and appeal of decorations.
- Look for any damaged or missing items.
- Evaluate the overall aesthetic contribution.
- Note any themes or seasonal decorations.
- Observe staff interactions with guests.
- Assess staff appearance and professionalism.
- Look for proactive service behaviors.
- Evaluate staff availability in busy areas.
- Note any areas lacking visible staff presence.
- Check for sufficient number of bins.
- Assess cleanliness and maintenance of bins.
- Look for proper signage on recycling.
- Evaluate accessibility in various areas.
- Note any overflow or litter around bins.
- Check for cleanliness of surfaces and furniture.
- Evaluate the maintenance of plants and landscaping.
- Observe availability of seating and shade.
- Look for trash or debris in outdoor spaces.
- Assess the overall ambiance and comfort.
- Check for cracks or uneven surfaces.
- Assess cleanliness and debris removal.
- Evaluate lighting for safety at night.
- Look for clear markings and signage.
- Note any areas needing repairs.
- Check for sufficient seating in high-traffic areas.
- Assess the condition and cleanliness of seating.
- Evaluate comfort levels of seating options.
- Look for availability of tables and amenities.
- Note any seating areas that feel crowded.
- Observe air quality in lobbies and corridors.
- Look for sources of odors (trash, food, etc.).
- Assess cleanliness of carpets and upholstery.
- Check for ventilation and air fresheners.
- Note any persistent unpleasant smells.
- Evaluate background noise levels.
- Observe conversations and guest comfort levels.
- Check for soundproofing in key areas.
- Look for any disruptive noises.
- Assess the overall ambiance of sound.
- Check for current promotional displays.
- Assess the visibility and accessibility of materials.
- Evaluate the relevance of information provided.
- Look for outdated or irrelevant materials.
- Note any areas lacking promotional content.
- Check for availability of charging stations.
- Assess the reliability of Wi-Fi signals.
- Evaluate ease of access to technology.
- Look for clear instructions for use.
- Note any technology issues or downtime.
Restaurant and Bar Experience
- Check lighting and decor for comfort and appeal.
- Inspect tables, floors, and restrooms for cleanliness.
- Note any unpleasant odors or clutter.
- Evaluate background music volume and appropriateness.
- Review menu options for diversity and creativity.
- Assess ingredient freshness and food presentation.
- Taste a selection of dishes for flavor balance.
- Check beverage selection for variety and quality.
- Monitor staff interaction with guests for engagement.
- Track time taken for initial greeting and service.
- Note staff responsiveness to guest needs.
- Evaluate how often staff check on diners.
- Inquire about daily specials from the staff.
- Evaluate the presentation of the special items.
- Assess how well specials are promoted to guests.
- Taste a daily special for quality assessment.
- Check if orders are taken without errors.
- Observe the timing of food delivery.
- Confirm orders upon arrival at the table.
- Note any discrepancies in orders received.
- Ask staff about popular menu items.
- Inquire about ingredient details and dietary options.
- Evaluate confidence and enthusiasm in recommendations.
- Test ability to pair food with beverages.
- Watch bartenders for cleanliness and technique.
- Assess the presentation of cocktails and drinks.
- Note the use of fresh ingredients in drinks.
- Evaluate speed and efficiency of drink preparation.
- Check if staff offers pairing suggestions.
- Evaluate the variety of wines and beverages available.
- Assess the pricing of pairing options.
- Taste a recommended pairing for compatibility.
- Observe how quickly staff address guest concerns.
- Evaluate staff demeanor during complaints.
- Note the resolution offered to guest issues.
- Assess follow-up after addressing requests.
- Evaluate ambient noise from other guests or music.
- Check seating comfort and spacing between tables.
- Note any distractions in the dining area.
- Assess temperature control and air quality.
- Inspect the bar for cleanliness and order.
- Check for proper storage of bottles and glasses.
- Note the presence of any spills or clutter.
- Assess the organization of bar tools and equipment.
- Inspect table settings for completeness and style.
- Check for cleanliness of dishes and utensils.
- Note the arrangement of napkins and condiments.
- Assess overall presentation before guests arrive.
- Monitor time taken to process payments.
- Observe staff's handling of payment methods.
- Evaluate the clarity of the bill presented.
- Check for accuracy in charges and tips.
- Review menu for clearly labeled dietary options.
- Inquire about special dietary requests with staff.
- Taste a sample of dietary option dishes.
- Assess variety available for different dietary needs.
- Compare menu prices with portion sizes.
- Assess overall dining experience against cost.
- Evaluate quality of service in relation to price.
- Solicit feedback from diners on perceived value.
- Note any delays in seating guests.
- Track time taken for food orders during busy periods.
- Assess guest reactions to wait times.
- Evaluate staff management of seating and service.
- Assess whether hot food is served hot.
- Check cold beverages for appropriate chill.
- Note any complaints from diners regarding temperature.
- Evaluate consistency in serving temperatures.
- Monitor staff interactions with guests.
- Assess body language and eye contact.
- Note staff willingness to assist and engage.
- Evaluate overall demeanor and friendliness.
- Engage diners in casual conversation about their experience.
- Listen for positive or negative feedback.
- Note specific comments on food and service.
- Evaluate overall sentiment from guest interactions.
Spa Experience
- Check for cleanliness in treatment rooms, waiting areas, and restrooms.
- Evaluate the overall ambiance: lighting, decor, and music.
- Look for any signs of wear and tear in furniture or fixtures.
- Inspect for pleasant aromas and general atmosphere.
- Observe staff interactions with guests; note greetings and demeanor.
- Assess staff knowledge about treatments and services.
- Evaluate responsiveness to guest inquiries and requests.
- Check for appropriate attire and hygiene of staff members.
- Review the treatment menu for diversity and appeal.
- Evaluate the quality of signature or unique treatments.
- Check for seasonal or promotional offerings.
- Assess guest feedback on treatment experiences.
- Ensure all treatments listed are currently available.
- Check for correct pricing and descriptions on menus.
- Verify physical menus match online listings, if applicable.
- Assess the clarity and professionalism of menu design.
- Test online booking system for user-friendliness.
- Evaluate staff efficiency in handling walk-in appointments.
- Check for clear communication of booking confirmations.
- Assess the availability of information on cancellation policies.
- Monitor wait times from check-in to treatment start.
- Evaluate the flow of guests in common areas.
- Check for any bottlenecks during peak times.
- Assess how staff manage guest flow and waiting areas.
- Evaluate room temperature and adjustability for guest comfort.
- Check lighting levels for relaxation versus treatment needs.
- Assess sound levels from music or ambient noise.
- Ensure treatment beds are comfortable and well-maintained.
- Inspect the condition and cleanliness of all amenities.
- Check for availability and accessibility of amenities.
- Assess guest usage and enjoyment of relaxation areas.
- Evaluate the overall atmosphere of amenity spaces.
- Observe staff handwashing protocols before and after treatments.
- Check sanitization procedures for equipment and tools.
- Evaluate cleanliness of shared spaces and equipment.
- Ensure compliance with health and safety standards.
- Observe the initial consultation for thoroughness and personalization.
- Assess staff ability to recommend treatments based on guest needs.
- Check for use of guest feedback in treatment planning.
- Evaluate clarity and professionalism of consultation discussions.
- Observe post-treatment discussions for clarity and thoroughness.
- Check if aftercare instructions are provided in writing.
- Evaluate staff knowledge of aftercare products or services.
- Assess overall guest satisfaction with aftercare guidance.
- Review treatment pricing relative to market standards.
- Assess guest perceptions of value for money.
- Evaluate any promotional pricing or packages offered.
- Check for transparency in pricing and additional fees.
- Monitor staff communication with guests during treatments.
- Assess responsiveness to guest feedback during the session.
- Evaluate the collection of post-treatment feedback.
- Check for staff engagement with guests throughout the process.
- Inspect refreshment stations for variety and cleanliness.
- Evaluate the availability of complimentary beverages.
- Check for staff attentiveness regarding guest beverage needs.
- Assess guest feedback on refreshment quality and options.
- Compare guest experiences across various treatments.
- Assess staff training and adherence to service standards.
- Evaluate feedback consistency regarding service quality.
- Monitor any discrepancies in treatment delivery.
Golf Experience
- Inspect fairways, greens, and bunkers for maintenance issues.
- Check for signs of wear and tear on course features.
- Assess landscaping and overall presentation of the grounds.
- Observe staff interactions with guests at the pro shop.
- Evaluate the efficiency of check-in and service processes.
- Check product availability and merchandising in the pro shop.
- Monitor the time taken for each group to complete holes.
- Engage with guests to gauge their satisfaction levels.
- Note any delays and their impact on guest experience.
- Inspect the fleet of golf carts for cleanliness and functionality.
- Ensure sufficient quantity of rental clubs and equipment.
- Verify that rental items are well-maintained and in good condition.
- Assess the demeanor and approachability of staff members.
- Gauge staff knowledge about course rules and offerings.
- Observe how staff handle guest inquiries and issues.
- Inspect restrooms for cleanliness and supplies.
- Check for proper maintenance and functioning fixtures.
- Note the frequency of cleaning and restocking.
- Evaluate clarity of hole signs and directional markers.
- Check for visibility of signs from various distances.
- Note any confusing areas that might need additional signage.
- Evaluate menu variety and pricing at on-course food outlets.
- Assess food quality and freshness upon purchase.
- Engage with guests about their dining experience.
- Observe instructional sessions for professionalism and engagement.
- Check guest participation levels and feedback.
- Evaluate the qualifications of the instructors.
- Inspect the condition of driving ranges and putting greens.
- Check availability of practice equipment and balls.
- Assess the accessibility and maintenance of practice areas.
- Observe starter's clarity and professionalism in communication.
- Check that guests are informed of course rules and pace expectations.
- Note any delays or confusion during check-in.
- Engage guests informally to solicit their opinions.
- Provide a feedback form or survey for structured input.
- Document specific suggestions for future improvements.
- Locate water stations and assess their accessibility and cleanliness.
- Check for comfort stations and their maintenance level.
- Ensure that amenities are well-stocked and functional.
- Assess the decor, lighting, and cleanliness of the clubhouse.
- Observe guest interactions and overall vibe of the space.
- Check for music or entertainment and its appropriateness.
- Evaluate the online booking platform for user-friendliness.
- Check availability of tee times and confirmation processes.
- Engage with staff about handling phone reservations.
Retail Outlet Experience
- Examine the flow of the space.
- Ensure aisles are clear and accessible.
- Check signage for clarity in navigation.
- Assess the overall presentation of product categories.
- Review product selection for diversity.
- Check for quality standards in merchandise.
- Identify any missing product categories.
- Evaluate seasonal relevance of items offered.
- Engage with staff to assess product knowledge.
- Observe how staff interacts with customers.
- Check responsiveness to customer inquiries.
- Evaluate overall demeanor and professionalism of staff.
- Check for cleanliness of floors and surfaces.
- Inspect restrooms for maintenance and cleanliness.
- Ensure products are dust-free and organized.
- Look for signs of wear and tear in fixtures.
- Evaluate the layout of product displays.
- Check for cohesive themes in merchandising.
- Assess the use of color and lighting.
- Observe how products are arranged for visibility.
- Check for clear and visible pricing labels.
- Assess consistency in pricing across similar products.
- Evaluate the competitiveness of pricing.
- Look for any misleading pricing information.
- Identify placement of promotional displays.
- Assess clarity and attractiveness of signage.
- Check for up-to-date promotional offers.
- Evaluate the visibility of loyalty program information.
- Observe the number of available checkout stations.
- Check average wait times for customers.
- Assess staff efficiency during transactions.
- Evaluate the process for handling returns or exchanges.
- Check for wheelchair access and ramps.
- Ensure aisles are wide enough for mobility aids.
- Assess the availability of accessible signage.
- Evaluate staff readiness to assist guests with disabilities.
- Check for adequate supply of shopping bags.
- Evaluate the quality of packaging materials.
- Ensure environmentally friendly options are available.
- Assess branding on shopping bags for consistency.
- Monitor staff greeting customers upon entry.
- Observe body language during interactions.
- Check for proactive assistance offered to guests.
- Evaluate the tone and friendliness of conversations.
- Check stock levels for popular items.
- Assess the frequency of inventory replenishment.
- Evaluate the effectiveness of stock rotation.
- Look for any discrepancies in inventory records.
- Identify signage or materials promoting loyalty programs.
- Assess the attractiveness of the incentives offered.
- Check for staff knowledge of loyalty program details.
- Evaluate ease of enrollment for customers.
- Evaluate the appropriateness of lighting levels.
- Check for consistency in music volume and genre.
- Assess overall comfort of the space.
- Observe any impact of ambiance on customer behavior.
- Check for the presence of digital signage.
- Assess the functionality of mobile payment options.
- Evaluate ease of use for technology in-store.
- Observe customer interactions with tech features.
- Check for the presence of suggestion boxes.
- Evaluate visibility and accessibility of feedback forms.
- Assess responsiveness to customer feedback.
- Review any recent changes made based on feedback.
- Observe the relevance of seasonal displays.
- Check for updates according to upcoming holidays.
- Assess creativity in themed presentations.
- Evaluate how well displays attract customer attention.
Coffee Place Experience
- Inspect surfaces for cleanliness.
- Check for any litter or spills.
- Evaluate lighting and decor quality.
- Note any unpleasant odors.
- Assess overall atmosphere and comfort.
- Taste a selection of coffee beverages.
- Check for different coffee bean options.
- Inspect snack variety and freshness.
- Evaluate presentation of food items.
- Note availability of seasonal or specialty items.
- Monitor staff interactions with customers.
- Assess response times to customer requests.
- Evaluate teamwork among staff members.
- Note staff demeanor and attitude.
- Check for proactive customer engagement.
- Count available seating options.
- Inspect furniture condition and cleanliness.
- Evaluate spacing between tables.
- Assess comfort of seating.
- Note any areas that feel overcrowded.
- Time the duration from order to service.
- Observe staff handling during busy times.
- Evaluate throughput during quieter hours.
- Note any delays or bottlenecks.
- Assess overall customer satisfaction with timing.
- Inspect plating techniques used for food.
- Assess the visual appeal of drinks.
- Note cleanliness of serving dishes.
- Evaluate portion sizes relative to pricing.
- Check for garnishes or decorative elements.
- Compare orders with what is served.
- Note any mistakes in orders.
- Assess staff knowledge of menu items.
- Monitor order confirmation processes.
- Evaluate how discrepancies are handled.
- Compare prices to similar establishments.
- Assess portion sizes relative to cost.
- Evaluate perceived value from customer perspective.
- Note any discrepancies in menu pricing.
- Evaluate pricing clarity and transparency.
- Check for non-dairy milk options available.
- Evaluate gluten-free snack options.
- Note any allergen information provided.
- Assess staff knowledge of dietary options.
- Check for clear labeling of ingredients.
- Monitor staff response to complaints.
- Evaluate resolution times and effectiveness.
- Note staff demeanor during issues.
- Assess follow-up actions taken.
- Check for any escalation processes.
- Inspect visibility of promotional signage.
- Check for accuracy of information presented.
- Evaluate the appeal of promotional materials.
- Note frequency of updates or changes.
- Assess staff knowledge of current promotions.
- Taste coffee to assess temperature.
- Check for freshness of brewed coffee.
- Evaluate quality of coffee flavor.
- Inspect storage conditions for coffee beans.
- Note any signs of over-brewed coffee.
- Inspect cleanliness of condiment stations.
- Check stock levels of common supplies.
- Evaluate organization of condiment offerings.
- Note any spills or messes.
- Assess ease of access for customers.
- Monitor customer movement patterns.
- Evaluate layout for accessibility.
- Note any obstacles in customer pathways.
- Assess signage directing customers.
- Check for crowding during peak times.
- Inspect food handling and storage practices.
- Check staff adherence to hygiene standards.
- Evaluate compliance with local health regulations.
- Note any visible safety signage.
- Assess first aid availability and readiness.
During Stay Experience
- Observe staff demeanor and professionalism.
- Take note of staff engagement with guests.
- Evaluate responsiveness to guest needs.
- Assess communication clarity and friendliness.
- Document any exceptional or poor interactions.
- Order a meal to assess timing and accuracy.
- Check for proper packaging and presentation.
- Evaluate staff communication during the order.
- Assess the condition of food upon arrival.
- Document any issues with service delivery.
- Inspect guest room cleanliness and organization.
- Evaluate the replenishment of toiletries and linens.
- Assess the timing of housekeeping visits.
- Document any missed areas or items.
- Gather feedback from guests on housekeeping quality.
- Inspect floors, walls, and furnishings for cleanliness.
- Check for maintenance issues or damage.
- Evaluate waste management and recycling practices.
- Document the frequency of cleaning in these areas.
- Gather guest feedback on common area conditions.
- Assess staff knowledge of local attractions.
- Monitor response times to guest inquiries.
- Evaluate the effectiveness of recommendations provided.
- Check for availability during peak times.
- Document any issues with service delivery.
- Evaluate lighting levels in common areas.
- Check temperature settings in lobbies and hallways.
- Listen for noise disturbances from outside or other guests.
- Assess overall cleanliness and comfort of seating areas.
- Connect to Wi-Fi in various locations.
- Assess speed and reliability of the connection.
- Evaluate ease of access for guests.
- Document any connectivity issues experienced.
- Gather feedback on internet service quality.
- Inspect guest room toiletries for quantity and quality.
- Evaluate the selection and freshness of in-room snacks.
- Check the variety and availability of beverages in minibars.
- Ensure amenities are replenished regularly and presented well.
- Monitor wait times during busy periods.
- Assess staff professionalism and friendliness.
- Evaluate clarity of information provided to guests.
- Document any issues encountered during the process.
- Gather guest feedback on check-in/check-out experiences.
- Order a variety of menu items for assessment.
- Evaluate presentation and taste of food.
- Check service speed and staff attentiveness.
- Document any inconsistencies in quality.
- Gather guest feedback on dining experiences.
- Monitor response times to various requests.
- Evaluate staff knowledge and problem-solving skills.
- Document any guest feedback on staff interactions.
- Check for follow-ups on unresolved issues.
- Assess overall guest satisfaction with service.
- Review the schedule for accuracy and completeness.
- Observe the setup and execution of events.
- Gather feedback from guests participating in activities.
- Ensure staff are knowledgeable and prepared for events.
- Observe guest interactions and behavior.
- Assess staff engagement and service quality.
- Document overall guest satisfaction levels.
- Gather feedback on ambiance and comfort.
- Evaluate consistency during different times.
- Inspect furnishings, fixtures, and decor.
- Document any maintenance issues or damage.
- Evaluate overall cleanliness in context of wear.
- Gather feedback from guests on room condition.
- Assess the frequency of maintenance inspections.
- Inspect pool cleanliness and safety equipment.
- Check gym equipment functionality and cleanliness.
- Evaluate the availability of towels and water stations.
- Assess overall accessibility and maintenance of facilities.
- Monitor staff response to complaints.
- Evaluate resolution effectiveness and speed.
- Document interactions and outcomes.
- Gather feedback from guests on complaint handling.
- Assess staff training in conflict resolution.
- Observe staff greeting and seating guests promptly.
- Evaluate the time taken to take orders and serve food.
- Assess staff knowledge of the menu and specials.
- Gather guest feedback on service quality and attentiveness.
Departure Experience
- Monitor the time taken to process check-out.
- Ensure bills are itemized and accurate.
- Check for any discrepancies in charges.
- Evaluate the clarity of payment options offered.
- Observe staff demeanor and professionalism.
- Listen for polite and helpful communication.
- Assess staff responsiveness to guest inquiries.
- Note if staff express gratitude for guest patronage.
- Provide a simple feedback form or survey.
- Ask open-ended questions about their experience.
- Encourage guests to share suggestions for improvement.
- Ensure anonymity to promote honest feedback.
- Check for clear signage in the check-out area.
- Ensure staff provide verbal instructions if needed.
- Assess if written instructions are easy to understand.
- Confirm that check-out times are clearly communicated.
- Verify if express check-out is offered.
- Check if the process is quick and user-friendly.
- Ensure technology works properly for express check-out.
- Observe if staff assist guests using express options.
- Note the tidiness of surfaces and floors.
- Check if staff keep the area organized.
- Observe if trash bins are emptied regularly.
- Assess the display of promotional materials or brochures.
- Observe if guests receive a farewell gesture upon departure.
- Note the availability of complimentary items like water or snacks.
- Assess the presentation and accessibility of these amenities.
- Evaluate staff interaction while offering farewell gestures.
- Monitor the time taken for luggage retrieval.
- Check if staff are attentive to luggage needs.
- Assess if luggage is handled with care.
- Note the communication of estimated wait times.
- Ensure all charges are clearly listed.
- Check for correct guest details on documents.
- Verify that payment methods are accurately reflected.
- Confirm that any taxes or fees are included.
- Check if guests receive a follow-up email or text promptly.
- Evaluate the clarity of information regarding charges.
- Assess the tone of the communication for friendliness.
- Look for invitations for feedback or reviews in the message.
- Note if staff address special requests promptly.
- Assess the effectiveness of problem resolution.
- Check if staff offer alternatives when needed.
- Observe the attitude toward guest concerns.
- Observe the lighting quality and its impact on mood.
- Listen for background music and its appropriateness.
- Check the cleanliness and organization of the area.
- Note the staff's demeanor and engagement with guests.
- Verify if staff provide information on transport options.
- Observe if staff assist in calling for taxis/rideshares.
- Check the visibility of transport service information.
- Note the promptness of transportation arrangements.
Post-Stay Follow-Up
- Analyze the open and response rates of emails.
- Assess the clarity and relevance of survey questions.
- Determine the timing of communication after guest departure.
- Gather guest feedback on communication methods.
- Record the time taken to respond to guest feedback.
- Assess the helpfulness and empathy in the responses.
- Identify trends in feedback and response quality.
- Evaluate if guests felt their concerns were addressed.
- Review enrollment rates in loyalty programs.
- Analyze the redemption rates of offered incentives.
- Survey guests on their awareness of loyalty benefits.
- Evaluate the appeal of incentives based on guest demographics.
- Check if communication reflects guest preferences.
- Assess the use of guest data for tailored messaging.
- Evaluate the frequency of personalized interactions.
- Gather feedback on the perceived personalization.
- Review the accessibility of feedback platforms.
- Test the user experience of feedback submission.
- Assess the clarity of instructions for providing feedback.
- Identify any barriers guests face in leaving feedback.
- Track the resolution rates of reported issues.
- Assess communication regarding issue resolution.
- Gather guest feedback on satisfaction with resolutions.
- Identify common issues and their resolution effectiveness.
- Analyze the types and timing of promotional offers.
- Evaluate guest feedback on the relevance of offers.
- Track engagement rates with promotional communications.
- Identify trends in booking behavior following offers.
- Assess the variety of follow-up strategies used.
- Evaluate the effectiveness of each strategy on bookings.
- Gather guest feedback on follow-up interactions.
- Monitor repeat booking rates post-follow-up.
- Review messaging content across channels for consistency.
- Assess the tone and style used in communications.
- Identify discrepancies in messaging across platforms.
- Gather guest feedback on their preferred channels.
- Survey guests about their satisfaction with follow-up.
- Analyze satisfaction levels compared to non-participants.
- Identify areas for improvement in follow-up initiatives.
- Track changes in satisfaction over time.
- Review the types of exclusive deals offered.
- Evaluate guest awareness of these incentives.
- Track participation rates in referral programs.
- Gather feedback on the appeal of offers.
- Assess how feedback is documented and analyzed.
- Evaluate the implementation of changes based on feedback.
- Track guest responses to changes made.
- Gather data on improvements in guest experience.
- Review tracking methods used for follow-up strategies.
- Assess the frequency of evaluations conducted.
- Identify metrics used to measure effectiveness.
- Gather insights on adjustments made based on tracking.
Overall Assessment
- Review all audit notes and observations.
- Categorize findings into strengths and weaknesses.
- Summarize key points concisely.
- Ensure clarity and relevance to guest experience.
- Develop specific, measurable actions.
- Align recommendations with identified weaknesses.
- Prioritize suggestions based on impact and feasibility.
- Incorporate guest feedback where applicable.
- Determine appropriate intervals for follow-up audits.
- Communicate the schedule to relevant staff.
- Set clear objectives for each follow-up audit.
- Document progress against initial findings.
- Collect feedback from surveys, reviews, and direct comments.
- Use qualitative analysis to identify common themes.
- Highlight specific issues that impact guest satisfaction.
- Share insights with management for action.
- Observe service interactions across all departments.
- Document variations in service quality and approach.
- Identify training needs or policy adjustments.
- Suggest solutions for achieving service consistency.
- Research industry standards and best practices.
- Identify relevant benchmarks for comparison.
- Evaluate performance against these benchmarks.
- Highlight areas of competitive advantage or disadvantage.
- Facilitate a brainstorming session with key stakeholders.
- Categorize insights into the SWOT framework.
- Focus on guest experience-related factors.
- Summarize findings for strategic planning.
- Assess current training materials and methods.
- Gather feedback from staff on training effectiveness.
- Evaluate changes in guest interactions post-training.
- Recommend enhancements to training programs.
- Review all marketing collateral and messaging.
- Analyze alignment with guest needs and preferences.
- Solicit guest feedback on marketing effectiveness.
- Suggest improvements to enhance clarity and appeal.
- Compile all findings and recommendations.
- Use visuals to represent data clearly.
- Ensure report is concise and engaging.
- Distribute to relevant stakeholders.
- Conduct staff surveys or focus groups.
- Encourage open dialogue about guest interactions.
- Document valuable staff insights.
- Incorporate suggestions into improvement plans.
- Research competitors known for excellent guest experiences.
- Analyze their practices and policies.
- Identify adaptable strategies for your hotel.
- Recommend implementation steps.
- Outline a clear timeline for each recommendation.
- Assign specific tasks to responsible staff members.
- Set deadlines for completion.
- Ensure accountability through regular check-ins.
- Set up alerts for brand mentions online.
- Analyze sentiment of guest comments and reviews.
- Document trends in guest perception.
- Share findings with marketing and operations teams.
- Identify relevant KPIs related to guest experience.
- Set measurable targets for each KPI.
- Regularly track and analyze KPI performance.
- Adjust strategies based on KPI outcomes.
Use in Manifestly