Mystery Shopper Evaluation Scoring Scale (Applied throughout) 1 Poor 2 Below Standard 3 Acceptable 4 Very Good 5 Exceptional (Luxury Standard) SECTION 1 – GENERAL INFORMATIONEstablishment NameLocationDate of VisitMystery Shopper IDArrival TimeHoursMinutesAM/PMAMPMDeparture TimeHoursMinutesAM/PMAMPMRoom Type BookedLength of StayPurpose of VisitOvernightDinnerBreakfastLunchMeetingFacilities & EventWebsite Professionalism12345CommentMobile responsiveness12345CommentEase of navigation12345CommentRoom information clarity12345CommentRate transparency12345CommentSecure payment gateway12345CommentSpeed of booking process12345CommentSpecial request field12345CommentConfirmation email quality12345CommentCybersecurity & Guest ProtectionHTTPS secure websiteYesNoNotesAnti-fraud payment protectionsYesNoNotesGuest data privacy notice visibleYesNoNotesWiFi terms of use presentYesNoNotesPolicy against misuse of facilityYesNoNotesPre-Approval Phone EvaluationGroupsBirthday/ Bachelor / Wedding partyConferenceLocal GuestInternational GuestCall answered within (3 rings)NotesCall recorded (Yes/No)NotesStaff name (if given)NotesPhone Greeting QualityPrompt answer12345CommentsProfessional greeting script12345CommentsVoice clarity and warmth12345CommentsKnowledge of hotel services12345CommentsAbility to recommend activities in Ghana12345CommentsCultural experience suggestions12345CommentsSightseeing support offered12345CommentsBooking assistance offered12345CommentsCall closing professionalism12345CommentsEvidenceCall recording attached for management reviewARRIVAL JOURNEY4A. Parking & External ApproachSignage visibility12345CommentsParking organization12345CommentsSecurity presence12345CommentsLighting adequacy12345CommentsCleanliness of driveway12345CommentsFirst impression12345Comments4B. Entrance & Doorman ExperienceDoorman present & alert12345CommentGreeting within 5 seconds12345CommentAssistance with luggage12345CommentDoor handling professionalism12345CommentUniform quality12345Comment4C. Lobby – Environment & DesignLobby cleanliness12345CommentFurniture quality12345CommentInterior décor cohesion12345CommentScent / odor control12345CommentLighting ambiance12345CommentMusic appropriateness12345CommentTemperature comfort12345Comment4D. White cotton dust testLobby tablesPassFailCommentReception counterPassFailCommentSeating armsPassFailCommentDécor fixturesPassFailCommentSample retained for manager:YesNoReception & Check-InQueue management12345CommentWelcome warmth12345CommentStaff grooming12345CommentUniform condition12345CommentCheck-in efficiency12345CommentExplanation of amenities12345CommentWiFi proactively offered12345CommentUpselling attempts12345CommentEscort to room12345CommentElevator & CorridorsElevator cleanliness12345CommentNo-touch features present12345CommentPost-COVID measures visible12345CommentCorridor cleanliness12345CommentLighting adequacy12345CommentNoise levels12345CommentGuest Rooms7A. Room VerificationRoom TypeStandard roomSuperior roomDeluxe roomExecutive roomStudio roomRoom type matches bookingWelcome basket presentComplementary water (2 bottles)Temperature entry7B. Blue light cleanliness inspection (for in-depth audit)Mark all inspected pointsHeadboardRemote controlSwitch platesBathroom fixturesDoor handlesDesk surfaceKettle/coffee stationCurtains edgesOverall cleanliness score:12345Critical Rule: Any score below 3 triggers hygiene alert7C. Fridge & Refreshment AreaFridge odor freePassFailNotesInterior spotlessPassFailNotesWhite cotton dust testPassFailNotesProper stockingPassFailNotesPricing clarityPassFailNotes7D. Furniture & FixturesBed comfort12345CommentMattress quality12345CommentLinen freshness12345CommentFurniture wear & tear12345CommentTV functionality12345CommentWiFi speed & stability12345CommentLighting functionality12345CommentAC performance12345CommentPlumbing pressure12345CommentHousekeepingGreeting professionalism12345CommentCleaning thoroughness12345CommentLinen replacement12345CommentBathroom reset quality12345CommentTurn-down service (if offered)12345CommentDinner Experience9A. Dinner service – EnvironmentDinning cleanliness12345CommentTable setup12345CommentAmbiance12345CommentMusic appropriateness12345CommentService PrecisionGreeting and seating12345CommentMenu mastery12345CommentOrder accuracy12345CommentDelivery timing12345CommentAttentiveness12345CommentComplaint handling12345CommentFood & Beverage QualityPresentation12345CommentTemperature12345CommentTaste12345CommentBeverage quality12345CommentBeverage variety12345CommentValue for money12345Comment9B. BreakfastService timing12345CommentBuffet variety12345CommentFreshness12345CommentBuffet variety12345CommentBeverage variety depth12345CommentDinning cleanliness12345CommentStaff attentivess12345CommentFacilities and AmenitiesPool12345CommentGym12345CommentSpa12345CommentBar/lounge12345Bar/loungeCommentRoom service12345Bar/loungeCommentActivities desk12345Bar/loungeCommentConcierge12345Bar/loungeCommentSecurity12345Bar/loungeCommentStaff ProfessionalismCourtesy & warmth12345CommentGrooming standard12345CommentUniform quality12345CommentLanguage & syntax12345CommentResponsiveness12345CommentProblem resolution12345CommentService consistency12345CommentNon-Negotiable: Rude behavior caps final score at 80%Check Out ExperienceBilling accuracy12345Sped of process12345Farewell warmth12345Asked about my stay satisfaction12345Encouraged return visit12345Promotional material provided12345Future booking assistance12345Send Message
