KPI Mystery Guest Service

An Introduction to
Mystery Guest Reports
Table of Contents
Our Mystery Guest Report program
Why you need an effective Mystery Guest Report program
The risk in using popular check box/limited commentary style Mystery Guest
Report programs
Why you need us as your Mystery Guest Report provider
Appendices
The Makeup of a Mystery Guest Report
Mystery Guest Report with Threads - (sample)
Prepared by KPI Hospitality Services November 2009

For further information please contact Ray Jeffery on
0401 352 449 or email ray.jeffery@hmaa.com.au
Our Mystery Guest/Shopper Report Program

Our clients attest to us having the best Mystery Guest Report/Mystery Shopper
Report program in the Australian and New Zealand market. When evaluated side by
side with other high profile Mystery Guest/Shopper Report providers, the KPI
Hospitality Services offering is the standout in accuracy, detail and value for money.
Each Mystery Guest Report features a detailed visit commentary of 500+ words per
module and highly communicative graphics showing the individual properties
trending over the last 6 cycles for every check point outcome on the report.
At the end of each cycle, consolidated group results featuring vertical and horizontal
analysis are presented in a customised suite of group consolidated reports. These
reports are built to the clients specifications with provisions for minimal reworking
on the clients part in presenting reports directly to their teams.
As individual reports are completed they are posted online and secured by password
allowing for authorised access only.
What sets us aside from the majority of our competitors is the level of detail we put
into the module commentaries for each report. The expansive commentaries detail
every facet of the interaction between the guest and staff members during the visit.
The extraordinary feedback resulting from these detailed commentaries, along with a
customised set of check point outcomes from which the visit is scored, makes our
Mystery Guest Report unique in the market for its superior feedback.
The quality and accuracy of our Mystery Guest Reports is the other significant edge
we have over competitors. This claim is based on the fact that we pay our guests
/shoppers on average 50% of the fee charged to clients. In dollar terms this is
double the rate of most of our competitors. We do this whilst still keeping the overall
cost to client the same as our competitors. This business model delivers the quality
and accuracy we demand from our valued and highly motivated guests/shoppers.
In short, our clients receive superior Mystery Guest Reports at budget rates.

Why you need an effective Mystery Guest Report program
A Mystery Guest Report program is the most effective way of measuring

customer service and the selling skills practiced by your staff because it is
done from your guests perspective.
Only through Mystery Guest Report feedback will you be able to precisely
target what remedial training and coaching is required i.e. you might have
made the surprising discovery that only 1 in 5 of your guests are being
greeted, or that your staff are suggesting upgrades on only 5 % of the
occasions where there was an opportunity to do so.
Business is tough, competitors match you on location, facilities, price and
guest services, you need an edge and that edge is your staff performing at an
optimum level.
Mystery Guest Report results are a major performance management KPI for
your team leaders and their teams.
When you compare the costs of an effective Mystery Guest Report program to
the sales revenue gains from your staffs' improved performance from the
resulting targeted remedial training, you will come to the conclusion that
having a Mystery Guest Report program in place is simply good business.
Effective Mystery Guest Report programs are cost positive to your business.
The Risk in using popular 'Check Box / limited commentary'

style Mystery Guest/Shopper report programs
Staff morale can be hugely impacted from Check Box/ limited comment style
Mystery Guest Reports. When a staff member receives a poor score for any check
point on the report, the first thing they want to know is what happened, only to find
there is no detailed commentary to support the score theyve been given.
Staff members need to know the Mystery Guest Report was completed by a
professional and not just anyone making judgement calls and being placed in the
privileged position of not having to explain themselves as to why.
Staff members need to read explanations of what triggered a particular score in the
context of the whole interaction with the guest; they need to see the detail to have
confidence in the report. Staff members only take ownership of the scores allotted
when the interaction between the guests/shopper and themselves is documented in
detail.
The reason you want a Mystery Guest Report program in place is to ensure the staff
are on their toes and making the most out of every customer opportunity. It defeats

the purpose if the staff feel disenfranchised and lack confidence in the measurement
process. Lack of detail combined with a poor score leads to feelings of victimisation
as in all likelihood management may well be exerting undue pressure on the very
people who care about the business.
The reason Check Box/limited comment style Mystery Guest Reports are popular
amongst other high profile Mystery Guest/Shopper providers is simply because they
are easier and more cost effective for them to do so. They can pay the mystery
guest less because its easy to do, however in reality you, the client, run the real
risk of being served up inaccurate Mystery Guest Reports that are short on detail and
hard to sell to your staff.
Mystery guests who are paid a low rate to complete Check Box/ limited comment
style reports still have to make the time available to visit the property, pay the petrol
to get there only to receive a payment that hardly covers their expenses. Does
anyone truly believe that those mystery guests are motivated to produce accurate
accounts of their experience, unlikely at best (On average other Mystery
Guest/Shopper Report service providers pay guests/shoppers 20% of their fee to
clients) On average we pay guests/shoppers 50% of our fee to clients whilst keeping
the same final cost to client the same as the majority of our competitors.
What sets us aside from the majority of our competitors is the level of detail we put
into the visit commentary for each report. Typically, our visit commentaries are
500+ words per module detailing every facet of the interaction between the guest
and the staff members during the visit. The extraordinary feedback resulting from
these detailed commentaries, along with a customised set of check point outcomes
from which the visit is scored, makes our Mystery Guest Report unique in the market
for its superior feedback.
The quality and accuracy of our Mystery Guest/Shopper Reports is the other
significant edge we have over competitors. In dollar terms, this claim is based on the
fact that we pay our guests/shoppers on average 50% of the fee charged to clients.
In dollar terms this is double the rate of most of our competitors. We do this whilst
still keeping the overall cost to client the same as our competitors. This business
model delivers the quality and accuracy we demand from our valued and highly
motivated guests/shoppers. In short, our clients receive superior Mystery Guest
Reports at budget rates. Our clients attest to us being the best in the market in
accuracy, detail and value for money.

Why you need KPI Hospitality Services as your Mystery Guest

Report provider
Our vast experience
We have over 30 years experience in the hospitality/retail/service industries.
Have successfully completed thousands of mystery guest/shopper
assignments covering a diverse range of hospitality / retail and service
industry categories on a regional, national and international level.
As Trainers in our own right, we have written, developed and delivered
customer service and selling skill training programs. We know what
constitutes great customer service.
Our national coverage
We operate regionally, nationally as well as internationally with some New
Zealand and Asian clients.
We have experienced guests/shoppers in all major cities and most small
regional centres across Australia.
We do not charge any extra for branches in remote regional locations.
Our mystery guests are first rate
Potential mystery guests first have to make it through a rigorous selection
process of which less than 5% of applicants are invited to join our staff.
Mystery guests then make themselves available for ongoing training based on
the detailed feedback they receive from every assignment they complete. This
results in our mystery guests continually improving on their performance.
Our mystery guests deliver the quality and accuracy we demand. As more
than 50% of what we bill our clients is paid directly to them, they know they
are valued, and in return prove to be highly motivated mystery guests who
take their job very seriously. (As a comparison most of our competitors pay
their mystery guests/shoppers less than 20% of what they bill their clients percentages based on both our competitors and us having the same fee
structure to clients).
Our flexibility
There are no contracts to sign with KPI Hospitality Services. Our philosophy is
simply "you ring we bring" leaving you with no obligation to commit to further
cycles and you can even pause the service for any length of time depending
on your cash flow or other business constraints.
You can have us change your reports for the next cycle at a moments notice
i.e. changing scenarios, check point outcomes, score weightings, special focus
questions and even adjusting analysis requirements.

Detailed visit commentaries

We are famous for our detailed individual module commentaries of between
500 and 700 words which provide context to the results achieved on the
scorecard, many of our competitors score visits with minimal support
information which can be quite dangerous.
Flexible and detailed analysis
We run both vertical and horizontal analysis of the individual reports giving
you both detailed and consolidated data for each location, the entire group, as
well as the period to date covering all previous cycles.
Specifically, our horizontal analysis allows for individual check points to be
viewed as consolidated results across the entire group making for easy
identification of specifically what remedial training and coaching is required.
Our analysis reports are designed to your specifications and prepared in a
format of your choice saving you time when transferring results to your inhouse performance management programs.
Complete reporting service
As reports are completed they are made available online through your secure
personalised page on our website allowing for access by your authorised
personnel from anywhere on the globe.
A full set of analysis reports are made available online at the completion of
each cycle.
On request, we provide you with a complimentary presentation binder at the
end of each Mystery Guest Report cycle which includes all individual location
reports as well as a full set of analysis reports.
Our satisfied clients
Over 90% of our clients have come to us by way of referral from our other
satisfied clients many of which have been with us for years, quite an
achievement in whats typically a fickle market.
Our fee structure
We provide a premium Mystery Guest Report service at our competitors basic
report rates.
You pay no more for locations in remote regional areas.
The fee for our Mystery Guest Report service varies depending on the volume
and frequency of locations visits.
All meetings to set up and tailor the program are complimentary.
Changes to the content of reports such as check point outcomes or new
analysis requirements are complimentary.


Client:
ACME Lodge
Location:
Sydney, NSW
Date:
21/10/2009
Time:
1:00 PM
MODULE 1 - BOOKING
Commentary
This is the detailed account of what transpired during the visit by the mystery guest
The detailed commentary is a vital component of a Mystery Guest Report as it adds
the all important context to the scoring
On occasion the commentary describes a very different visit to what the scorecard
suggests as it highlights the reasons behind some of the compliance issues i.e. the
reason why the mystery guest was kept waiting at the reception desk was not
because the staff member was inattentive but rather that they were alone and trying
to assist multiple guests. In this case the commentary would highlight a staff number
issue, quite possibly the Managers responsibility and not that of the staff member
who was doing their best
Checkpoint Outcomes
The Checkpoint Outcomes shown on the report are those specifically selected from
the Checkpoint Outcomes Master List by the mystery guest that best capture their
experience
The Max score indicates the maximum points attributed to each Checkpoint Outcome
based on an agreed set of weightings
As reports are percentage driven the higher the weighting a Checkpoint Outcome is
allotted the greater the influence on the overall result percentage that Checkpoint
Outcome has.
Checkpoint weightings are typically decided on their relative impact on business
revenue therefore keeping the focus on firmly on whats most important to the
business
REF #
Scenarios for a range of outcomes are agreed to then listed in a multiple choice
format for each individual checkpoint i.e. how long it took for the phone to be
answered
In this example the when the mystery guest called to make a booking the phone was
answered in 4 rings or less
In this example the mystery guest would select option 101a which in turn will be the
only selection for this Checkpoint shown on the report
OUTCOME
SCORE
MAX
SCORE
MAX
101A The telephone was answered in 4 or less rings
102A The sta member greeted me and or thanked me for calling
103A The sta member stated the name of the property
104A The sta member stated their name
105A The sta member's tone of voice was friendly and respec ul
106C There was no need to be put on hold during the call
107A The sta member asked how they could assist me
108B Only a er promp ng were accommoda on op ons explained to me
109A Without promp ng room ameni es were explained to me
110B
Only a er promp ng was I told of the various facili es the property

had to oer
111A The sta member spoke of their current promo on
112A The sta member spoke posi vely about the property
The sta member assumed I wanted to go ahead with the booking and
113A asked what dates I was a er and or what style of room I would like to
#
book
Checkpoint Outcomes Master List
REF #
OUTCOME
MODULE 1 - BOOKING
When asked what advantages there were in booking directly with the
10
10
114a property as compared to an accommoda on broker, the sta member

2
SCORE
fully explained why it was advantageous to do so
OUTCOMES
101a
The
telephone
was
answered
in about
4 or less
rings
The sta
member did
not speak
confidently
their cancella
101b
policytelephone
a er I enquired
as toanswered
what it was between 5 and 7 rings
The
was
101c
The
telephone
answered
a onerthe7 style
rings
The sta
member a was
empted
to up-sell me
of room I had
101d
agreed
to book
The
telephone
rang out
101e
The
telephone
engaged
a er
5 minutes
The sta
member a remained
empted to add-on
a breakfast
package
to my of trying to get through
102a
booking poin ng out the savings made by pre-booking

The
sta member greeted me and or thanked me for calling
102b
The sta member neglected to greet me and or thank me for calling
103a
The sta member stated the name of the property
103b
The sta member neglected to men on the name of the property
104a
The sta member stated their name
115B
89.7%
I phoned on Wednesday, 21st October at 1:00pm. The phone rang 4 times, then was answered by a pleasant voice, greeting me
with good afternoon Acme Lodge (SM1) speaking. With that, I clarified the staff members name, told her my first name and
stated I am interested accommodation in the area and wanted to know more about the resort. With that, the staff member offered
to send me some information via email to which, I went quiet, she then quickly said or, if you have any questions in mind I could
answer them for you now? The staff member seemed a little hesitant, but very polite. I asked about accommodation available and
the staff member was happy to explain the available basic lodge, the spa lodge and the private cabin. Without prompting, the staff
member explained the features of all of them. The staff member also commented on the newest accommodation and told me how
beautiful it is, in particular the spa area where you can see the stars. I asked about the tariffs for each and the staff member told
me she was quite new there and wished the numbers would roll right off my tongue, but they dont yet, so bear with me! The staff
member outlined the tariffs and then proceeded to detail what was included, i.e. the meals and beverage inclusions. When I
commented on how wonderful it sounds the staff member couldnt agree more, wholeheartedly. The staff member had a very
pleasant phone manner and sounded very down to earth. I asked what else they had at the property and the staff member stated
its features, including tennis court and swimming pool. The staff member told me that they were however, having issues with the
pool heating system and she was unsure of when it would be fixed, but stated she expected it to be sorted out by the weekend.
The staff member then asked which nights, I was contemplating and when I said tomorrow she told me that all the rooms would
be available. I mentioned that my husband and I would be coming to celebrate our wedding anniversary. The staff member
seemed genuinely interested and asked which anniversary and seemed to have taken note of it. When I said I would be interested
in booking the staff member said sure! happily and asked which accommodation option I would like, I told her the basic option.
The staff member told me she would put me in Room 8, if I was happy with that, I said whichever one you think is the nicest to
which, she said oh yes, its my favourite. Its a very nice room. We laughed together. The staff member asked my details and
quoted me the tariff. The staff member mentioned she would be taking half the total off my credit card now and the rest on checkout. I asked about the cancellation policy, the staff member said within 7 days there would be a forfeit of fees but she didnt sound
confident. The staff member again said I am just new here, but Im fairly sure that would be the case. I felt the staff member
could have found a more definite answer for me, but she tried to answer my question as best she could with what she knew. The
staff member then asked if I would be coming for lunch and on what day that would be and also asked if there were any special
dietary requirements. With that, I said no, just something delicious would be great and she enthusiastically replied this we can
definitely do for you! The staff member sounded to be a strong advocate for staying at this resort. The staff member told me that
the view was absolutely amazing and that it would be a very special place to spend the time with my husband here.
117a
119a
on
116B
The sta member neglected to enquire as to what bedding

configura on and or extra bedding requirements I had
118a
The sta member tried to handle my objec ons to the up-sell by

men oning some of the advantages of the upgraded accommoda on
121A I was asked for my credit/debit card details to secure the booking
123B The sta member addressed me casually by my first name
Basedsta
on their
responsesneglected
it was evidentto
thestate
sta member
been
104b
The
member
their had
nam
e
125A
a en ve to what I had to say
120A The sta member enquired as to how I had heard about the property
122A
While making my booking the sta member asked for my name and a
contact phone number
124A The sta member asked me what me I would be arriving
126A I was thanked for my booking and aorded a farewell gree ng
MAX
2
0
4
4
4
4
2
2
2
2
04
2
2
105a
The sta member's tone of voice was friendly and respectful
105b
The sta member's tone of voice was not as friendly and respec ul as it could have been
When I was asked to hold it was done in a professional courteous manner in terms of how it was executed and the
length of me I was kept on hold
When I was asked to hold it was not done in a professional courteous manner in terms of how it was executed and or
the length of me I was kept on hold
106a
106b
Client:
ACME Lodge
Location:
Sydney, NSW
Date:
21-10-2009 to 23-10-2009
Mystery Guest Report

Module Results
Modules
The result for each module i.e. Booking, Check-in etc, are shown as a percentage
The percentage result features in a coloured box which represents the
percentage band in which the result falls. These traffic light colours are
calibrated as follows:
Red (danger) results under 50%,
Yellow (caution) results between 50% and 75%
Green (go) results in excess of 75%
Modules also feature a line graph which plots the individual properties
performance trending as compared to the entire group over the previous 6
visits. This gives a quick snapshot as to how the individual property performed
in comparison with the entire group for each module and the overall result
The blue line represents the individual properties performance over last 6 visits
The red line represents the consolidated performance of the entire group over
last 6 visits
MODULE 1 - BOOKING
87
97
89.7%
MODULE 5 - RESTAURANT BREAKFAST - SERVED
62
85
72.9%
MODULE 2 - CHECK-IN AND

ENQUIRY
69
79
87.3%
MODULE 3 - HOUSEKEEPING &

MAINTENANCE
73
73
100.0%
MODULE 6 - RESTAURANT LUNCH / DINNER - SERVED
77
105
73.3%
MODULE 4 - CHECK-OUT &

OVERALL EXPERIENCE
87
89
97.8%
RESULT
86.2%
455 528
Thread Results
Threads
The results for each thread section are derived from the consolidated results of
Customer Courtesy e.g. related checkpoints across multiple modules
This thread result gives a clearer picture of the overall Customer Courtesy e.g. offer
as a whole across the property.
Other threads running through each module include: Presentation, Selling Skills and
Housekeeping/Maintenance
PRESENTATION
76
81
93.8%
Module 1 Outcomes:
Individual Checkpoint Outcome Analysis
Checkpoint Outcomes drawn from the Checkpoint Outcome Master List are listed
with descriptors that concisely capture the full checkpoint description
The trending results are depicted as a coloured box which represents the percent
age band in which the result falls. These traffic light colours are calibrated as
follows:
Red (danger) results under 50%,
Yellow (caution) results between 50% and 75%
Green (go) results in excess of 75%
CUSTOMER COURTESY
85
116
73.3%
HOUSEKEEPING &
MAINTENANCE
SELLING SKILLS
121 128
94.5%
This result -> Prev. 5 Results
85
PROMPT ANSWERING OF PHONE
###
Q114
ADVISED ADV. OF DIRECT BOOKING
###
Q102
GREETED & THANKED
###
Q115
KNOWLEDGE OF CANCELLATION POLICY
0%
Q103
STATED NAME OF PROPERTY
###
Q116
ASKED BEDDING CONFIG. REQUIREMENTS
0%
Q104
STATED THEIR NAME
###
Q117
ATTEMPTED UPSELL ON ROOM
Q105
FRIENDLY & RESPECTFUL
###
Q118
HANDLED OBJECTIONS TO UPGRADE
Q106
COURTEOUS IF PUT ON HOLD
Q119
ATTEMPTED TO ADD-ON BREAKFAST
Q107
ASKED IF THEY COULD ASSIST
###
Q120
ASKED HOW I HAD HEARD OF PROPERTY
###
Q108
ADVISED OF ACCOMMODATION OPTIONS
40%
Q121
ASKED FOR CARD TO SECURE BOOKING
###
Q109
ADVISED OF ROOM AMENITIES
###
Q122
ASKED FOR CONTACT DETAILS
###
Q110
ADVISED OF PROPERTY FACILITIES
33%
Q123
ADDRESSED FORMALLY BY SURNAME
###
Q111
MENTIONED CURRENT PROMOTION
###
Q124
ASKED ARRIVAL TIME
###
Q112
SPOKE POSITIVELY ABOUT PROPERTY
###
Q125
LISTENED ATTENTIVELY
###
Q113
ASSUMED OR ASKED FOR BOOKING
###
Q126
THANKED FOR MY BOOKING
###
Q201
WELCOMED AT CONCIERGE DESK
Q215
ATTEMPTED ADD-ON LUNCH/DINNER
Q202
ASSISTED WITH LUGGAGE
Q216
ASKED IF I WAS IN REWARDS PROGRAM
Q203
WEARING CORPORATE TOP
Q217
EXPLAINED REWARDS PROGRAM
Q204
WEARING NAME TAGS
Q218
ADVISED OF CREDIT CARD SURCHARGE
Q219
Q220
ADVISED OF GUEST SERVICES AVAILABLE
Q205
GROOMING & PRESENTATION
Q206
TIMELY ACKNOWLEDGEMENT
###
###
###
Q207
TIMELY ATTENTION GIVEN
Q221
ENQUIRY PROFESSIONALLY ANSWERED
Q208
WARM WELCOME GIVEN TO PROPERTY
###
Q222
OFFERED FURTHER ASSISTANCE
Q209
EFFICIENT BOOKING IN
###
Q223
ADVISED OF RECEPTION HOURS
Q210
###
Q224
ADVISED HOW TO CONTACT RECEPTION
Q211
CONFIRMED BOOKING & STAY TIME
###
Q224 1 FREQUENTLY ADDRESSED BY NAME
0%
Q212
ATTEMPTED UP-SELL ON ROOM
Q225
###
Q213
0%
###
Q226
SMILED & EYE CONTACT MADE
###
Q213-1 BREAKFAST PROCEDURE EXPLAINED
Q227
WISHED A PLEASANT STAY
###
Q214
Q228
CLEAN CLEAR RECEPTION DESK
ATTEMPTED ADD-ON BREAKFAST
95.5%
Q101
Module 2 Outcomes:
89
Mystery Guest Report with Threads

(sample)

Client:
ACME Lodge
Location:
Sydney, NSW
Date:
21-10-2009 to 23-10-2009
MysteryGuestReport
Module Results
MODULE 1 - BOOKING
87
97
89.7%
MODULE 5 - RESTAURANT BREAKFAST - SERVED
62
85
72.9%
MODULE 2 - CHECK-IN AND

ENQUIRY
69
79
87.3%
73
73
100.0%
MODULE 6 - RESTAURANT LUNCH / DINNER - SERVED
77
105
73.3%
MODULE 4 - CHECK-OUT &

OVERALL EXPERIENCE
MODULE 3 - HOUSEKEEPING &

MAINTENANCE
87
89
97.8%
RESULT
86.2%
455 528
Thread Results
PRESENTATION
76
81
93.8%
Module 1 Outcomes:
CUSTOMER COURTESY
85
116
73.3%
HOUSEKEEPING &
MAINTENANCE
SELLING SKILLS
121 128
94.5%
85
PROMPT ANSWERING OF PHONE
###
Q114
ADVISED ADV. OF DIRECT BOOKING
###
Q102
GREETED & THANKED
###
Q115
KNOWLEDGE OF CANCELLATION POLICY
0%
Q103
STATED NAME OF PROPERTY
###
Q116
ASKED BEDDING CONFIG. REQUIREMENTS
0%
Q104
STATED THEIR NAME
###
Q117
ATTEMPTED UPSELL ON ROOM
Q105
###
Q118
Q106
COURTEOUS IF PUT ON HOLD
Q107
ASKED IF THEY COULD ASSIST
Q108
Q119
ATTEMPTED TO ADD-ON BREAKFAST
###
Q120
ASKED HOW I HAD HEARD OF PROPERTY
###
ADVISED OF ACCOMMODATION OPTIONS
40%
Q121
ASKED FOR CARD TO SECURE BOOKING
###
Q109
ADVISED OF ROOM AMENITIES
###
Q122
ASKED FOR CONTACT DETAILS
###
Q110
33%
Q123
###
Q111
MENTIONED CURRENT PROMOTION
###
Q124
ASKED ARRIVAL TIME
###
Q112
SPOKE POSITIVELY ABOUT PROPERTY
###
Q125
LISTENED ATTENTIVELY
###
Q113
ASSUMED OR ASKED FOR BOOKING
###
Q126
THANKED FOR MY BOOKING
###
Q201
WELCOMED AT CONCIERGE DESK
Q215
ATTEMPTED ADD-ON LUNCH/DINNER
Q202
Q216
ASKED IF I WAS IN REWARDS PROGRAM
Q203
Q217
EXPLAINED REWARDS PROGRAM
Q204
WEARING NAME TAGS
Q218
ADVISED OF CREDIT CARD SURCHARGE
Q219
Q220
ADVISED OF GUEST SERVICES AVAILABLE
Q205
Q206
###
###
Q207
Q221
###
Q208
###
Q222
OFFERED FURTHER ASSISTANCE
0%
Q209
EFFICIENT BOOKING IN
###
Q223
ADVISED OF RECEPTION HOURS
Q210
###
Q224
ADVISED HOW TO CONTACT RECEPTION
Q211
CONFIRMED BOOKING & STAY TIME
###
Q224 1 FREQUENTLY ADDRESSED BY NAME
0%
Q212
ATTEMPTED UP-SELL ON ROOM
Q225
###
Q213
###
Q226
###
Q213-1 BREAKFAST PROCEDURE EXPLAINED
Q227
WISHED A PLEASANT STAY
###
Q214
Q228
ATTEMPTED ADD-ON BREAKFAST
95.5%
Q101
Module 2 Outcomes:
89
Module 3 Outcomes:
Q301
Client:
ACME Lodge
Location:
Sydney, NSW
Date:
21-10-2009 to 23-10-2009

###
ENTRANCE/FOYER CLEAN & TIDY
Q301-1 PARKING IN PROXIMITY OF ROOM

Q314
LAUNDERED & IRONED BED LINEN
###
Q315
BEDS MADE UP TIGHT & NEAT
###
Q302
COMMON AREAS CLEAN & TIDY
###
Q316
FRESH & FOLDED TOWELS, MATS ETC
###
Q303
GUEST CAR PARK CLEAN & TIDY
###
Q317
ADEQUATE TOILETRIES SUPPLIED
###
Q304
SWIMMING POOLS CLEAN & MAINTAINED
###
Q317-1 DRINKING WATER & CLEAN GLASS IN ROOM
###
Q305
OUTDOOR REC. AREAS CLEAN & MAINT.
###
Q318
###
Q306
INDOOR REC. AREAS CLEAN & MAINT
###
Q318-1 EXPRESSO COFFEE/TEA IN GUEST AREA
###
Q307
VEND. GAME MACHINES OPERATIONAL
Q318-2 CAKE/BISCUITS IN GUEST AREA
###
Q308
COMMON AMENITIES CLEAN & MAINT.
###
Q308-1 LIVING AREA SEPARATE FROM HOSTS
ADEQUATE BEVERAGE SUPPLIES
Q319
ADEQUATE CROCKERY/UTENSIL SUPPLIES
Q320
ELECT. APPLIANCE/LIGHTING WORKING
###
Q309
ROOM / BALCONY CLEAN & MAINT.
###
Q320-1 READING MAT./GAMES IN GUEST AREA
###
Q310
CLEAN WINDOWS & GLASS DOORS
###
Q321
BOARD & IRON SUPPLIED AND MAINTAINED
###
Q311
FURNITURE CLEAN AND DUST FREE
###
Q322
INFORMATION COMPENDIUM AVAILABLE
###
Q312
CLEAN TOILETS AND SURROUNDS
###
Q323
REQUEST HANDLED EFFIC. & FRIENDLY
Q313
CLEAN VANITY & SHOWER AREA
###
Q412
LUG.STORE REQ.PLEASANTLY RECEIVED
Q413
OFFERED TO CALL CAB
Module 4 Outcomes:
Q401
Q402
WEARING NAME TAGS
Q403
Q404
Q414
###
Q415
###
Q405
Q416
###
Q406
Q417
PLEASANT FAREWELL INVITED TO RETURN
###
Q407
###
Q418
Q408
ASKED IF I HAD ENJOYED MY STAY
###
Q419
Q409
ASKED IF HAD USED MINI BAR
Q420
FAREWELLED AT CONCIERGE DESK
Q421
MY OVERALL EXPERIENCE
Q516
WEARING NAME TAGS
Q517
0%
HYGENIC HANDLING OF FOOD ITEMS
###
0%
Q410
TRANSACTION HANDLED EFFICIENTLY
Q411
OFFERED TO BOOK AHEAD FOR ME
Module 5 Outcomes:
###
###

###
###

0%
Q501
FRIENDLY GREETING OFFERED
Q502
CONFIRMED BOOKING
Q503
SEATED PROMPTLY
###
Q518
Q504
HANDED MENU
###
Q519
CLEAN CROCKERY, GLASSES & CUTLERY
Q505
TIMELY RETURN TO TAKE ORDER
###
Q520
CORRECT TEMPERATURE OF BEVERAGES
0%
Q506
ATTENTION GIVEN WHEN TAKING ORDER
###
Q521
ORDERS SERVED ACCEPT. TIME FRAME
###
Q507
KNOWLEDGE OF MENU ITEMS
###
Q522
ORDERS COOKED TO MY SPECIFICATIONS
Q508
ASKED IF I WANTED A BEVERAGE
###
Q523
PRESENTATION OF MEALS
Q509
MENUS CLEARED AFTER ORDER
Q510
BEVERAGE SERVED IN TIMELY MANNER
0%
50%
Q524
CORRECT TEMPERATURE OF ALL MEALS
###
0%
Q525
TASTE OF ALL MEALS
50%
Q511
FURTHER BEVERAGES OFFERED
0%
Q526
###
Q512
CLEAN CLEAR FLOOR AREA
###
Q527
###
Q513
TIMELY CLEARING & CLEANING OF TABLES
Q528
ASKED IF I HAD ENJOYED MEAL
###
Q514
TIMELY CLEARING OF USED CROC./CUT.
###
Q529
PROFESSIONAL & FRIENDLY FAREWELL
###
Q515
WEARING CORPORATE TOPS
0%
Module 6 Outcomes:
Q601
FRIENDLY GREETING OFFERED
###
Q618
TIMELY CLEARING & CLEANING OF TABLES
0%
Q602
SEATED PROMPTLY
0%
Q619
TIMELY CLEARING OF USED CROC./CUT.
###
Q603
HANDED FOOD & BEVERAGE MENUS
###
Q620
WEARING CORPORATE TOPS
Q604
JUG OR GLASS OF WATER BROUGHT
67%
Q621
WEARING NAME TAGS
Q605
TIMELY RETURN TO TAKE ORDER
0%
Q622
###
Q606
ATTENTION GIVEN WHEN TAKING ORDER
###
Q623
HYGENIC HANDLING OF FOOD ITEMS
###
Q607
KNOWLEDGE OF MENU ITEMS
###
Q624
CLEAN CROCKERY, GLASSES & CUTLERY
###
Q608
ASKED IF WANTED SIDES WITH ORDER
Q625
CORRECT TEMPERATURE OF BEVERAGES
0%
Q609
SUGG. ENTRE WHEN ONLY MAINS ORD.
Q626
ORDERS SERVED ACCEPT. TIME FRAME
0%
Q610
ASKED IF I WANTED A BEVERAGE
###
Q627
ORDERS COOKED TO MY SPECIFICATIONS
0%
Q611
SUGGESTED BOTTLE OF WINE
###
Q628
PRESENTATION OF MEALS
###
Q612
MENUS CLEARED AFTER ORDER
Q629
CORRECT TEMPERATURE OF ALL MEALS
###
Q613
BEVERAGE SERVED IN TIMELY MANNER
###
Q630
TASTE OF ALL MEALS
50%
Q614
FURTHER BEVERAGES OFFERED
###
Q631
###
Q615
OFFERED THE DESERT MENU
Q632
###
Q616
ASKED IF I WANTED A HOT BEVERAGE
###
Q633
ASKED IF I HAD ENJOYED MEAL
0%
Q617
CLEAN CLEAR FLOOR AREA
0%
Q635
PROFESSIONAL & FRIENDLY FAREWELL
###
Section Trending
BluePropertyRedRegion
Colour Codes
049%
5074%
75100%
Client:
ACME Lodge
Location:
Sydney, NSW
Date:
21/10/2009
Time:
1:00 PM
MODULE1BOOKING
89.7%
I phoned on Wednesday, 21st October at 1:00pm. The phone rang 4 times, then was answered by a pleasant voice, greeting me
with good afternoon Acme Lodge (SM1) speaking. With that, I clarified the staff members name, told her my first name and
stated I am interested accommodation in the area and wanted to know more about the resort. With that, the staff member offered
to send me some information via email to which, I went quiet, she then quickly said or, if you have any questions in mind I could
answer them for you now? The staff member seemed a little hesitant, but very polite. I asked about accommodation available and
the staff member was happy to explain the available basic lodge, the spa lodge and the private cabin. Without prompting, the staff
member explained the features of all of them. The staff member also commented on the newest accommodation and told me how
beautiful it is, in particular the spa area where you can see the stars. I asked about the tariffs for each and the staff member told
me she was quite new there and wished the numbers would roll right off my tongue, but they dont yet, so bear with me! The staff
member outlined the tariffs and then proceeded to detail what was included, i.e. the meals and beverage inclusions. When I
commented on how wonderful it sounds the staff member couldnt agree more, wholeheartedly. The staff member had a very
pleasant phone manner and sounded very down to earth. I asked what else they had at the property and the staff member stated
its features, including tennis court and swimming pool. The staff member told me that they were however, having issues with the
pool heating system and she was unsure of when it would be fixed, but stated she expected it to be sorted out by the weekend.
The staff member then asked which nights, I was contemplating and when I said tomorrow she told me that all the rooms would
be available. I mentioned that my husband and I would be coming to celebrate our wedding anniversary. The staff member
seemed genuinely interested and asked which anniversary and seemed to have taken note of it. When I said I would be interested
in booking the staff member said sure! happily and asked which accommodation option I would like, I told her the basic option.
The staff member told me she would put me in Room 8, if I was happy with that, I said whichever one you think is the nicest to
which, she said oh yes, its my favourite. Its a very nice room. We laughed together. The staff member asked my details and
quoted me the tariff. The staff member mentioned she would be taking half the total off my credit card now and the rest on checkout. I asked about the cancellation policy, the staff member said within 7 days there would be a forfeit of fees but she didnt sound
confident. The staff member again said I am just new here, but Im fairly sure that would be the case. I felt the staff member
could have found a more definite answer for me, but she tried to answer my question as best she could with what she knew. The
staff member then asked if I would be coming for lunch and on what day that would be and also asked if there were any special
dietary requirements. With that, I said no, just something delicious would be great and she enthusiastically replied this we can
definitely do for you! The staff member sounded to be a strong advocate for staying at this resort. The staff member told me that
the view was absolutely amazing and that it would be a very special place to spend the time with my husband here.
REF #
OUTCOME
SCORE
MAX
101A Thetelephonewasansweredin4orlessrings
103A Thestaffmemberstatedthenameoftheproperty
105A Thestaffmember'stoneofvoicewasfriendlyandrespectful
REF #
OUTCOME
SCORE
MAX
102A Thestaffmembergreetedmeandorthankedmeforcalling
104A Thestaffmemberstatedtheirname
106C Therewasnoneedtobeputonholdduringthecall
107A Thestaffmemberaskedhowtheycouldassistme
108B Onlyafterpromptingwereaccommodationoptionsexplainedtome
109A Withoutpromptingroomamenitieswereexplainedtome
110B
OnlyafterpromptingwasItoldofthevariousfacilitiestheproperty
hadtooffer
111A Thestaffmemberspokeoftheircurrentpromotion
112A Thestaffmemberspokepositivelyabouttheproperty
ThestaffmemberassumedIwantedtogoaheadwiththebookingand
113A askedwhatdatesIwasafterandorwhatstyleofroomIwouldliketo
book
10
10
Whenaskedwhatadvantagestherewereinbookingdirectlywiththe
114a propertyascomparedtoanaccommodationbroker,thestaffmember
fully explained why it was advantageous to do so
115B
Thestaffmemberdidnotspeakconfidentlyabouttheircancellation
policyafterIenquiredastowhatitwas
116B
Thestaffmemberneglectedtoenquireastowhatbedding
configurationandorextrabeddingrequirementsIhad
117a
ThestaffmemberattemptedtoupsellmeonthestyleofroomIhad
agreedtobook
118a
Thestaffmembertriedtohandlemyobjectionstotheupsellby
mentioningsomeoftheadvantagesoftheupgradedaccommodation
119a
Thestaffmemberattemptedtoaddonabreakfastpackagetomy
bookingpointingoutthesavingsmadebyprebooking
120A ThestaffmemberenquiredastohowIhadheardabouttheproperty
121A Iwasaskedformycredit/debitcarddetailstosecurethebooking
122A
123B Thestaffmemberaddressedmecasuallybymyfirstname
124A ThestaffmemberaskedmewhattimeIwouldbearriving
126A Iwasthankedformybookingandaffordedafarewellgreeting
125A
Basedontheirresponsesitwasevidentthestaffmemberhadbeen
attentivetowhatIhadtosay
Whilemakingmybookingthestaffmemberaskedformynameanda
contactphonenumber
Client:
ACME Lodge
Location:
Sydney, NSW
Date:
22/10/2009
Time:
2:35 PM
MODULE2CHECKINANDENQUIRY
87.3%
I was having trouble finding the accommodation, so I phoned ahead and asked for directions. SM2 answered the
phone with good afternoon Acme Lodge (SM2) speaking. When I told the staff member that I was having trouble
finding the right road, she was very understanding and friendly and pointed me in the right direction. The staff
member also told me how long it would take from where I was to my arrival, which was handy to know. When I drove
up to the resort, the staff member noticed my arrival and came out to greet me at my car. The staff member asked
you must be (my first name)? When I confirmed, the staff member offered me her hand to shake and introduced
herself, saying hello, Im (SM2), welcome! You made it okay? The staff member was dressed smartly and looked
very presentable. The staff member smiled warmly and was very easy to chat to, she had a calm and soft nature,
which made me feel relaxed. The staff member offered to carry my bags and anything else I may have wanted to
offload. We chatted casually about the rugged drive up to the resort and we discussed where the staff resided. The
staff member mentioned that she understood it was our wedding anniversary to which, I said yes. With that, the
staff member told me that they had upgraded my room to a spa suite, she said it was available tonight, so I put you
in there. I was very grateful. When in the main area, I noticed I was the only guest there. The staff member had filled
in all my paperwork in advance and she made the check-in process no fuss. The staff member asked me to sign
and gave me my key and we kept walking. The staff member quickly made me feel at ease and she said treat this
like its your home. If you want to put your feet up on the sofa and relax, please do so. Just relax. Upstairs, there is a
billiard table and games, if you would like, or there are books you can sit and read here, if you wish. The staff
member outlined the beverages available and said to just help yourself. When the staff member walked me to my
room, she let me in, showed me around the room and let me know that she would accompany my husband down,
when he arrived. With that, the staff member left me to enjoy the peace and the beautiful classical music they had
playing in the room for my arrival. I returned to the main room shortly after, to enquire about mountain biking in the
area. I was served by SM3, who was quite helpful. The staff member directed us where to find the bikes and showed
us on a map where to go. The staff member advised us of the most appropriate ride for that time of the day and level
of biking experience. Although, the staff member handled this perfectly, he did not ask if there was anything else he
could help us with.
REF #
201a
OUTCOME
OnmyarrivalIwaswelcomedbyastaffmemberlocatedatthe
conciergedesk
203b Notallstaffwerewearingacorporateshirt
SCORE
MAX
REF #
OUTCOME
202c
204b Notallstaffwerewearingnametags
Astherewerenootherguestswithluggageitisunknownasto
whethertheywouldhavebeenofferedassistancewiththeirluggage
Iwasacknowledgedwithin20secondsofmyarrivalatthereception
desk
SCORE
MAX
205A
Thegroomingandpresentationofallstaffmembersencounteredwas
ofanacceptablestandard
206a
207a
Whenitwasmyturntobecheckedinthestaffmembergavemetheir
immediateattention
208A Iwaswarmlywelcomedtotheproperty
209A
Retrievingmybookingandhavingmefilloutaregistrationcardwere
bothhandledinanefficientmanner
211A
ThestaffmemberconfirmedmybookingstatingwhatstyleofroomI
hadbookedandthedurationofmyintendedstay
212c Therewasnoupsellstyleofroomavailableatthetimeofcheckingin
213c
Therewasnoupsellstyleofroomavailableatthetimeofbooking
therewasnoobjection
214c Breakfastwasalreadyincludedinthetariff
215a
216C ItwasnotobviousthattherewasaRewardsprograminplace
217d ThispropertydidnothaveanobviousRewardsprograminplace
218C TherewasnosurchargeapplicablewhenIpaidbycreditcard
219A
WithoutpromptingIwastoldofthevariousfacilitiesthepropertyhad
tooffer
AnenquiryImadewasprofessionallyansweredwithsupporting
brochuresandormapsandorspecificdirectionsprovided
Thestaffmemberdidnotrefertomebynamemorethanonceduring
ourconversation
213.1e Abreakfastorderformwasnotapplicableonthisoccasion
Iwastoldthattheyhadarestaurantandwasencouragedtomakea
booking
220a
WithoutpromptingIwastoldofthevariousguestservicestheproperty
hadtooffer
221A
222B
Aftermyenquirywasansweredthestaffmemberneglectedtoaskme
iftherewasanythingelsetheycouldassistmewith
223b Thestaffmemberdidnotinformmeoftheirreceptionhours
224A
Thestaffmembertoldmehowtocontactthereceptiondeskorwas
givenaspecificnumbertocallifIneededanyfurtherassistance
224.1B
225A
Thestaffmemberwasgenuinelyfriendlyandsincerewhilstattending
me
226A
Thestaffmemberconsistentlysmiledandmadestrongeyecontact
whilstattendingme
228a
Thereceptiondeskareawasfreeofpersonalreadingmaterial,
beveragesetc
227A Iwaswishedapleasantstayoraffordedasimilarpleasantry
Client:
ACME Lodge
Location:
Sydney, NSW
Date:
21-10-2009 to 23-10-2009
MODULE3HOUSEKEEPING&MAINTENANCE
100.0%
When SM2 introduced me to the room, I was very impressed. It was filled with wood and neutral tones, it was beautiful and
simple. The staff member showed how to set the air conditioning temperature to the setting I preferred and showed me the
mini bar. The staff member left me to myself quickly. The bathroom was spotless. There was a modest selection of
LOccitane products, including shower gel, shampoo and conditioner and body lotion, all new and sealed. There were also
2 wrapped soaps. There was a pump of liquid soap and a box of cotton balls and a sealed vanity kit. The shower cap was
there also. There was a lovely bath pillow to match the linen. There were 4 towels, 2 different types, plus 2 pool towels, 2
bath mats, 2 washers. All were placed over the heated towel rail. It was very neat and tidy. The shower and bath were very
clean, with no watermarks anywhere. I was impressed. The bed was made neatly and to my surprise, there was a card and
small wrapped box on the bed for our arrival. It was a handwritten card by SM2 and a few Belgian chocolates, welcoming
us and congratulating us on our anniversary. It was also wishing us a very relaxing stay. This was such a lovely gesture and
the handwriting of the card from the staff member made it even more special. There were 2 clean robes and sealed slippers
to choose. The bedside tables had clean glasses. There was a modest selection of beverages to choose from in the mini
bar, which was included in the tariff. The best part about the housekeeping was what we discovered on return to our room
from dinner. We came back to our room to find the towels that were used earlier in the day replaced, our bed was turned
down with chocolates on our pillows and the candle was lit for us. It was very special and a very nice surprise. Along with
this, there was also a glass bottle of water on each bedside. The fireplace in the room was very tidy, clear of ash and with
plenty of materials should we need to add to the fire out on the deck area. The wooden shutters were free of dust and the
wooden floors the same. I made one request to Reception. SM2 answered and I requested a couple of bandaids, which the
staff member said thats no problem at all, I will bring them down. The staff member was pleasant and not bothered by this,
even though I knew dinner service was starting. The staff member arrived within 5 minutes, gave me 5 bandaids and said
that if I wanted any more, just to ask. The staff member was non intrusive and very pleasant. The entire resort main room
was of the same calibre. There was obviously a lot of housekeeping to be done, due to the size of the room and the fact that
most of it was dark wood, but it was spotless. There were many lounges to sit on, with cushions and blankets neatly folded
on them. The books were of endless supply and all perfectly stacked into piles. The games area upstairs was neat and tidy.
Very opulent and well maintained. The grounds and particularly the pool area were immaculate. It is a very remote and
spectacular area, which was made more beautiful by the beauty of the main house and surrounds.
REF #
SCORE
MAX
REF #
SCORE
MAX
301A Theentranceandreceptionareawascleanandtidy
301.1c
302A Commonaccessareaswerecleanandtidy
303A Theguestcarparkingareawascleanandtidy
305A Outdoorrecreationalareaswereclean,tidyandwellmaintained
306A Indoorrecreationalareaswereclean,tidyandwellmaintained
307C
308A Allcommonamenityareaswerecleanandwellmaintained
310A Windows,slidingdoors,andwallsetcwereallclean
311A Roomfurniturewascleananddustfree
312A Thetoiletandsurroundswereperfectlyclean
313A Vanitiesandshowerareaswereperfectlyclean
314A Thebedlinenwasfreshlylaunderedandironed
315A Allbedsweremadeuptightandneat
316A
Asaminimum,newsoap,shampoo/conditionerweresupplied(plus
317A washingmachinepowderanddishwashingliquidinselfcontained
properties)
317.1A Drinkingwaterandcleanglassesweresuppliedintheroom
318.1A Espressocoffeeandteawereavailableintheguestarea
319c
Thestyleofaccommodationdidnotrequirecrockery,cutleryand
cookingutensilstobeavailable
320A Allelectricalappliancesandlightingwerefullyoperational
320.1A
Theguestareawascomfortablewithaselectionofreadingmaterials,
gamesetcavailable
321A Anironandironingboardbothingoodconditionweresupplied
304A
309A
318A
OUTCOME
Swimmingpoolswerecleanwithclearsparklingwaterandnovisible
debris
Theroomandbalconies(whereapplicable)includingoutdoorfurniture
wereclean,tidyanddustfree
Areasonablequantityofcoffeeandteamakingsuppliesincludingmilk
andsweetenerswereprovided
318.2A Cakeorbiscuitsetcwereavailableintheguestarea
323a
Myrequestforsomethingtobebroughttotheroomwashandledinan
efficientandfriendlymanner
OUTCOME
Thestyleofaccommodationdidnotlenditselftohavingcarparking
availableintheproximityoftheroom
TherewerenoVendingmachines/Gamemachines/Internetkiosksat
thisproperty
308.1a Thelivingareawaskeptseparatefromthehostslivingarea
Towels,handtowelsandbathroommatswerefreshlylaunderedand
folded
322A Aninformationcompendiumtothepropertywasavailableintheroom
Client:
ACME Lodge
Location:
Sydney, NSW
Date:
23/10/2009
Time:
9:55 AM
MODULE4CHECKOUT&OVERALLEXPERIENCE
97.8%
When it was time to check-out, we approached the Reception area, where SM2 was checking in some arriving guests. This
was a very quick process and the staff member served us within 1 minute. The staff member smiled at us and said are you
heading off? to which, we said that we were and I enquired as to whether we had to sign anything. The staff member
kindly answered no, you dont have to sign anything, but I have something for you and she went behind the desk and gave
us a small jar of freshly made apricot jam. The staff member then asked if I had tried it at breakfast time and said that the
boys make it fresh each day and we could take it home with us. I thought it was a very nice gesture and we thanked the
staff member for their thoughtfulness. We had been told at breakfast by SM3 that we could leave our belongings there as
long as we liked, as no one would be checking in to our room that day. This was great, as both checking out and our bags
could be left as long as we liked and I didnt even have to ask. SM2 suggested that we come back soon. I asked if the both
SM2 and SM3 would be here next year to which, SM2 advised us of a new Acme resort that was about to be built and that
herself and SM3 were going to be opening it. The staff member explained thoroughly about the new property, the type of
building it was, how many rooms there would be, the facilities and style of the new resort that Acme were opening. The staff
member told us that we would have to come and stay, or at least visit the open deck bar on the top of the building. The staff
member told us where to find it and when it would be opening. Overall, we found the experience excellent. It seemed as
though the whole experience was designed so that you had minimal interruptions, maximum privacy and relaxation on your
own terms. The staff members were what really made the stay as personal and relaxing as it was. Their attitude towards
their work and commitment to your stay was obviously at the forefront of their minds at all times. The personal attention with
things such as the handwritten card, wrapped chocolates in a gift box with a tied bow, the bed being turned down, candles lit
for your arrival back to your room, soft classical music playing in your room upon arrival, chocolates on the pillow, bottled
water and refresher towels for bed time, all made it wonderful. The food was the next most impressive thing, absolutely
amazing and the knowledge of SM2 of both the dishes and the wines that she was serving was spot on. SM2 was fantastic,
as was SM3 great, just that we had more contact with SM2. The only thing that would make it better would be to detail the
lack of phone and internet reception, when making a booking and also directions on how to get there. It was a bit of a shock
to see how remote it was and the 30 minute unsealed climbing road to get there (which might be difficult with some
vehicles, if it was raining, it would have been inaccessible in my sedan). This should have been outlined. Other than that, I
highly rate the property, its staff and the experience they provided.
REF #
OUTCOME
401a Allstaffwerewearingcorporateshirts
SCORE
MAX
REF #
OUTCOME
MAX
403A
Thegroomingandpresentationofallstaffmembersencounteredwas
ofanacceptablestandard
404a
405a
Whenitwasmyturntobecheckedoutthestaffmembergaveme
theirimmediateattention
406a Iwaswarmlygreetedwhenitwasmyturntobecheckedout
408A IwasaskedifIenjoyedmystay
409c Minibarwascomplimentary
410A
412a Myrequesttohavemyluggagestoredtilllaterwaspleasantlyreceived
414A
AnenquiryImadewasprofessionallyansweredwithsupporting
brochuresandormapsandorspecificdirectionsprovided
416A
Thestaffmemberconsistentlysmiledandmadestrongeyecontact
whilstattendingme
418a
Thereceptiondeskareawasfreeofpersonalreadingmaterial,
beveragesetc
420c TherewasnoconciergedeskoritwasunmannedatthetimeIleft
20
20
411c
Anoffertoforwardbookmetomyfollowingdestinationwasnot
applicableonthisoccasion
413b Anoffertocallataxiwasnotrequiredonthisoccasion
415A
Thestaffmemberwasgenuinelyfriendlyandsincerewhilstattending
me
417A Iwasaffordedapleasantfarewellandinvitedtoreturn
419c
Astherewerenootherguestswithluggageitisunknownasto
whethertheywouldhavebeenofferedassistancewiththeirluggage
421A Myoverallexperienceofmystayfarexceededmyexpectations
Iwasacknowledgedwithin20secondsofmyarrivalatthereception
desk
SCORE
Mypaymenttransactionwashandledinanefficientandprofessional
manner
Client:
ACME Lodge
Location:
Sydney, NSW
Date:
23/10/2009
Time:
8:20 AM
MODULE5RESTAURANTBREAKFASTSERVED
72.9%
As we approached the main room, we were greeted by SM3, who said good morning, how are you? The
staff member was seated at the Reception desk and immediately got up and approached us, when he saw us.
After some light chitchat, the staff member offered to make us a coffee or tea. The staff member was very
calm and friendly, looked very neat, tidy and professional. After serving us our drinks, the staff member said
whenever youre ready for breakfast, just make your way in. The staff member emphasised the word youre
which to me suggested to take your time, there is no hurry, which I liked. When we were seated, the staff
member served us immediately. There were 2 other couples in the dining area. There was a printed menu on
the table. The staff member popped our napkins over our laps and offered the Continental selections, prior to
the hot order. After approximately 2 minutes, the staff member returned and offered us fresh juice. The staff
member then asked for our hot orders and recommended a dish also. When my husband asked for eggs, the
staff member offered Duck eggs, as an option for something different and described the differences between
the 2 (besides the obvious), which he sold to my husband. The staff member had great eye contact, did not
need to scribe anything and re-stated what we ordered to ensure it was right. The main meal arrived very
quickly, within 5-10 minutes. It was perfect, both hot and delicious. We could serve our own condiments, such
as cracked pepper. After we both finished, the staff member took our plates away and asked if we enjoyed our
meal. The staff member was very efficient. The staff member then asked if we would like more drinks. I
noticed the staff member was as efficient with the other guests in the room also. When we decided to get up
and move on, we thanked the chef in the kitchen, who smiled and said youre welcome. SM3 was not there
at that stage, so we made our way back to our rooms, very satisfied.
REF #
OUTCOME
SCORE
MAX
REF #
501A Iwasmetwithasmileandapersonalgreetingbeyondmyexpectations
502a
503A Iwasseatedwithin1minuteofenteringtherestaurant
OUTCOME
SCORE
MAX
504A Thestaffmemberhandedmeabreakfastmenu
ThestaffmemberaskedformynameorroomnumbertoconfirmthatI
hadabookingortoaddtomybill
505A
Thestaffmemberreturnedwithin5minutesofmebeingseatedto
takemyorder
506A Thestaffmembergavemetheirfullattentionwhiletakingmyorder
507A
WhenIaskedinformationaboutacertainmenuitemthestaffmember
wasveryknowledgeable
508A IwasaskedifIwantedtoorderabeverage
509a Menuswereclearedfromthetableaftermyorderwasplaced
510B
511B Duringmymealnofurtherbeverageswereoffered
512A Thefloorwasfreeoffoodscrapsandorotherrefuse
514A
515B Notallstaffmemberswerewearingacorporatetop
516B Notallstaffwerewearingnametags
517B Notallstaffmemberswerewellpresentedandorwellgroomed
518A
520B Thetemperatureofsomebeveragesdidnotmeetmyexpectations
521A Myorderswereservedinanacceptabletimeframe
522B
Myorderswerenotalwaysexactlyasorderedandorcookedtomy
specifications
523B Theplatingofallordersweresatisfactory
524A Thetemperatureofmyordersmetmyexpectations
525B Thetasteofmyordersweresatisfactory
526A
528A IwasaskedifIhadenjoyedmymeal
513a
519B
527A
Vacatedtableswereclearedandwipeddownwithin3minutesof
guestsleaving
Notallplatesandutensilsatthetableincludingthosebroughttome
withorderswereclean
Whileservingmethestaffmembersmiledfrequentlyandmadestrong
eyecontact
529A WhenleavingIwasthankedwithasmileandapersonalfarewell
Beverageswerenotalwaysbroughttothetablewithin3minutesof
beingordered
Usedcrockeryandcutlerywereremovedfrommytablewithinan
acceptabletimeframe
Staffappearedtobecompliantwithcorrectfoodhandlingandhygiene
standards
Whileservingmethestaffmemberwasgenuinelyfriendlyand
projectedsincerityandwarmthbeyondmyexpectations
Client:
ACME Lodge
Location:
Sydney, NSW
Date:
22/10/2009
Time:
7:15 PM
MODULE6RESTAURANTLUNCH/DINNERSERVED
73.3%
We had been told earlier by SM2 that pre-dinner drinks and canaps were being served in the main room, so
we attended on time. The staff member greeted us and came over and offered drinks and outlined what the
canaps were, in detail. They were a light, tasty start. When the dinner service was ready, the staff member
came to get us and asked if we were ready for dinner. Upon entry to the dining room, there were 3 tables set (3
couples) and the 7 course degustation menu was placed next to the napkin. The table was beautifully set, with
4 types of cutlery and a Riedel glass for all occasions and all drinks. SM2 was serving us and placed our
napkins over our laps. The service started immediately, with our first course and the accompanying wine. What
I liked about the wine service was that the staff member knew exactly what they were and where they came
from (and more at times) and asked us each time a new wine was presented we have the (wine name), would
you like to try? I thought it was consistent and unassuming service. For example, the staff member told us
about how Ferrymans Winery got its name. The old glasses and plates were cleared quickly. The following
courses were served very quickly, very minimal break between all of them and the staff member was always
moving. The staff member would stop to chat briefly and then moved on to keep serving the room. The staff
member did not appear stressed though. I was not expecting how fabulous it was, particularly, the Smoked
Duck. When offering the Sorbet in the middle of the menu, the staff member detailed that it was freshly made
by the chefs and the lime juice on the top made it lovely. I commented how fresh the produce tasted and the
staff member explained that the chefs got it fresh every 2 days and that they grow their own herbs. The
presentation and the temperature and the quality of the dishes were superb. We were offered hot beverages at
the end and our water glasses were constantly filled. The service was perfect, without being too much. All the
guests were offered similar service. It was a credit to the resort to have such polished staff and dishes. One of
the most amazing things the staff member told me was that they change the menu every day and they havent
had the same menu twice. I thought that was something to be proud of, as it shows great innovation and
commitment to variety. I would rate this as one of the best meals I have had, with excellent service. This was
the highlight of our stay.
REF #
OUTCOME
SCORE
MAX
Iwasmetwithasmileandapersonalgreetingbeyondmy
601A
expectations
603A Thestaffmemberhandedmefoodandbeverage/alcoholmenus
REF #
OUTCOME
SCORE
MAX
602C Iwasseatedafter2minutesofenteringtherestaurant
604B Thestaffmemberofferedmeaglassorjugofwater
605B
Thestaffmemberreturnedafter5minutesofmebeingseatedtotake
myorder
606A Thestaffmembergavemetheirfullattentionwhiletakingmyorder
607A
WhenIaskedinformationaboutacertainmenuitemthestaff
memberwasveryknowledgeable
608a IwasaskedifIwantedanysideswithmymainsorder
609a
WhenIorderedjustmains,thestaffmembersuggestedanentreor
askedifIwantedanentre
610A IwasaskedifIwantedabeveragetogowithmyorder
612a Menuswereclearedfromthetableaftermyorderwasplaced
614A Duringmymealfurtherbeverageswereoffered
615a Thestaffmemberofferedmethedesertmenu
616A ThestaffmemberaskedifIwantedtoorderahotbeverage
617B Thefloorwasnotfreeoffoodscrapsandorotherrefuse
618B
620b Notallstaffmemberswerewearingcorporateshirts
622A Allstaffmemberswerewellpresentedandwellgroomed
624A
625B Thetemperatureofsomebeveragesdidnotmeetmyexpectations
626B Myorderswerenotalwaysservedinanacceptabletimeframe
Myorderswerenotalwaysexactlyasorderedandorcookedtomy
specifications
628A Theplatingofallorderswerebeyondmyexpectations
630B Thetasteofmyordersweresatisfactory
632A
634A WhenleavingIwasthankedwithasmileandapersonalfarewell
611A Thestaffmembersuggestedabottleofwinetogowiththemeal
613A
619A
Beverageswerebroughttothetablewithin3minutesofbeing
ordered
Usedcrockeryandcutlerywereremovedfrommytablewithinan
acceptabletimeframe
623A
627B
Staffappearedtobecompliantwithcorrectfoodhandlingandhygiene
standards
629A Thetemperatureofmyordersmetmyexpectations
631A
Whileservingmethestaffmemberwasgenuinelyfriendlyand
projectedsincerityandwarmthbeyondmyexpectations
633B IwasnotaskedifIhadenjoyedmymeal
Vacatedtableswerenotalwaysclearedandwipeddownwithin3
minutesofguestsleaving
Platesandutensilsatthetableincludingthosebroughttomewith
orderswereclean
Whileservingmethestaffmembersmiledfrequentlyandmadestrong
eyecontact

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KPI Mystery Guest Service

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An Introduction to

Mystery Guest Reports

Our Mystery Guest Report program

Why you need an effective Mystery Guest Report program

Why you need us as your Mystery Guest Report provider

The Makeup of a Mystery Guest Report

Mystery Guest Report with Threads - (sample)

Prepared by KPI Hospitality Services November 2009

Our Mystery Guest/Shopper Report Program

Prepared by KPI Hospitality Services November 2009

Why you need an effective Mystery Guest Report program

A Mystery Guest Report program is the most effective way of measuring

The Risk in using popular 'Check Box / limited commentary'

Prepared by KPI Hospitality Services November 2009

Prepared by KPI Hospitality Services November 2009

Why you need KPI Hospitality Services as your Mystery Guest

Prepared by KPI Hospitality Services November 2009

Detailed visit commentaries

Prepared by KPI Hospitality Services November 2009

The Makeup of a Mystery Guest Report

Prepared by KPI Hospitality Services November 2009

The Makeup of a Mystery Guest Report

101A The telephone was answered in 4 or less rings

102A The sta member greeted me and or thanked me for calling

103A The sta member stated the name of the property

104A The sta member stated their name

106C There was no need to be put on hold during the call

107A The sta member asked how they could assist me

108B Only a er promp ng were accommoda on op ons explained to me

109A Without promp ng room ameni es were explained to me

Only a er promp ng was I told of the various facili es the property

111A The sta member spoke of their current promo on

Checkpoint Outcomes Master List

114a property as compared to an accommoda on broker, the sta member

booking poin ng out the savings made by pre-booking

The sta member neglected to greet me and or thank me for calling

The sta member stated the name of the property

The sta member neglected to men on the name of the property

The sta member stated their name

The sta member neglected to enquire as to what bedding

The sta member tried to handle my objec ons to the up-sell by

123B The sta member addressed me casually by my first name

124A The sta member asked me what me I would be arriving

126A I was thanked for my booking and aorded a farewell gree ng

The sta member's tone of voice was friendly and respectful

The Makeup of a Mystery Guest Report

Mystery Guest Report

MODULE 5 - RESTAURANT BREAKFAST - SERVED

MODULE 2 - CHECK-IN AND

MODULE 3 - HOUSEKEEPING &

MODULE 6 - RESTAURANT LUNCH / DINNER - SERVED

MODULE 4 - CHECK-OUT &

Individual Checkpoint Outcome Analysis

This result -> Prev. 5 Results

PROMPT ANSWERING OF PHONE

ADVISED ADV. OF DIRECT BOOKING

GREETED & THANKED

KNOWLEDGE OF CANCELLATION POLICY

STATED NAME OF PROPERTY

ASKED BEDDING CONFIG. REQUIREMENTS

STATED THEIR NAME

ATTEMPTED UPSELL ON ROOM

FRIENDLY & RESPECTFUL

HANDLED OBJECTIONS TO UPGRADE