Hotel Mystery

Shopper
Checklist

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Hotel Mystery Shopper Checklist
Property:
Assigned To:
Signed By:
✓ Arrival Experience
Did valet oer to park your vehicle?
Were you greeted upon arrival?
Was luggage assistance oered?
Were you recognized as a rewards member?
Upon check in, was the facility layout explained?
Were you oered a property map?
Were you told about room service specials?
Was your check in warm and welcoming?
Was the lobby organized and clean?
Was the front desk organized and clean?
Overall experience score, 1 to 10.
✓ Room Experience
Are the door scanner and lock functional?
Did you room feel fresh upon entry?
Is the room well lit?
Is the room tidy with beds made to standard?
Is the bathroom clean?
Are the linens and toiletries stocked?
Is the room a comfortable temperature?
Is the carpet clean and in good condition?
Are the curtains clean and in good condition?
Was the TV in working order?
Was the phone in working order?
Overall experience score, 1 to 10.
Date:
Checklist Score:
✓ Hotel Restaurant
Did you receive a kind welcome?
Did you have to wait for a table?
Was the sta aentive during dining experience?
Did the waiter ask if you have dined here before?
Did the waiter ask if there is a special occasion?
DId the waiter explain any specials?
Did the waiter suggest wine pairings with order?
Did the drinks arrive on time?
Did your food arrive on time?
Was your food cooked to your order?
Was the food good?
Did the waiter oer dessert?
Was the check returned promptly?
Overall experience score, 1 to 10.
✓ Hotel Bar
Did you receive a kind welcome?
Were you satisfied with the beverage options?
Were you satisfied with the food options?
Did you wait more than 5 minutes for your drink?
Did you enjoy your beverage?
Were there other guests at the bar?
Did you socialize with other guests?
Was the bar are clean and tidy?
Overall experience score, 1 to 10.
2
Hotel Mystery Shopper Checklist
Property:
Assigned To:
Signed By:
✓ In Room Dining
Did the sta member answer the phone quickly?
Did they greet you with an introduction?
Did your food arrive in less than 30 minutes?
Were you recognized as a rewards member?
Was your order warm on arrival?
Was your food accurate to your order?
Was the food cooked to your liking?
DId you enjoy your meal?
Overall experience score, 1 to 10.
✓ Hotel Breakfast
Was the breakfast bar clean and inviting?
Was the breakfast area crowded?
Did you have enough food options?
Did you enjoy your breakfast?
Overall experience score, 1 to 10.
✓ Hotel Pool and Spa
Was the pool area tidy and clean?
Were you able to find an open lounge chair?
Was the pool water clean and free of odor?
Was the spa clean and free of odor?
Was the pool water a comfortable temperature?
Was the spa a comfortable temperature?
Was the pool area a comfortable temperature?
Overall experience score, 1 to 10.
Date:
Checklist Score:
✓ Hotel Gym
Was the gym area tidy and clean?
Did you have to wait to use equipment?
Were all the machines in order?
Was there water available?
Was there towels available?
Overall experience score, 1 to 10.
✓ Departure Experience
Did valet oer to retrieve your vehicle?
Were you asked about your stay?
Was luggage assistance oered?
Were you recognized as a rewards member?
Were any issues or charges resolved?
Was your check out warm and welcoming?
Was the front desk organized and clean?
Did the service live up to cost expectations?
Overall experience score, 1 to 10.
3
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the paper?
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your organization—from maintenance and inspections to
compliance and accountability, Xenia helps you:

• Say goodbye to paper-based processes

• Centralize deskless team operations
• Remotely assign and track sta task completion
• Measure and improve eiciency

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3. Get started with quick & easy onboarding

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