@SteveSoCal wrote:
My picture resizing is automated. Uploading is not the issue. Each picture has to be named (around 50 pics) and you need to go through a bulleted list of what the room looked like before/after housekeeping while referencing the pictures. They also have to be uploaded in a particular order so that you can see the before/after with each.
Then there's the receipts and invoice...and probably 2-3 full meals at the hotel which read like a full restaurant report each. Concierge requests, bellman requests, front desk requests, housekeeping, 1 or 2 service recoveries, 1-2 room service meals with pictures, wine receptions, coffee receptions, sometimes turndown service, lobby observations, public inspections, pool visits, bar visits, etc.
If you can finish a report for a 2-night stay under 8 hours, then kudos to you. I've performed hundreds of them and edited even more, and 8 hours is a good time for me.
@camiflower1 wrote:
@SteveSoCal wrote:
My picture resizing is automated. Uploading is not the issue. Each picture has to be named (around 50 pics) and you need to go through a bulleted list of what the room looked like before/after housekeeping while referencing the pictures. They also have to be uploaded in a particular order so that you can see the before/after with each.
Then there's the receipts and invoice...and probably 2-3 full meals at the hotel which read like a full restaurant report each. Concierge requests, bellman requests, front desk requests, housekeeping, 1 or 2 service recoveries, 1-2 room service meals with pictures, wine receptions, coffee receptions, sometimes turndown service, lobby observations, public inspections, pool visits, bar visits, etc.
If you can finish a report for a 2-night stay under 8 hours, then kudos to you. I've performed hundreds of them and edited even more, and 8 hours is a good time for me.
The shop I'm looking at right now is a 2-night stay with 2 breakfasts, no room service, wine & coffee, turndown, lobby, public inspections, concierge, bellman, frontdesk, housekeeping, 2 service recoveries.
I just can't see how it would take 8 hours. That's a little extreme.
@Professional Guest wrote:
@camiflower1 wrote:
@SteveSoCal wrote:
My picture resizing is automated. Uploading is not the issue. Each picture has to be named (around 50 pics) and you need to go through a bulleted list of what the room looked like before/after housekeeping while referencing the pictures. They also have to be uploaded in a particular order so that you can see the before/after with each.
Then there's the receipts and invoice...and probably 2-3 full meals at the hotel which read like a full restaurant report each. Concierge requests, bellman requests, front desk requests, housekeeping, 1 or 2 service recoveries, 1-2 room service meals with pictures, wine receptions, coffee receptions, sometimes turndown service, lobby observations, public inspections, pool visits, bar visits, etc.
If you can finish a report for a 2-night stay under 8 hours, then kudos to you. I've performed hundreds of them and edited even more, and 8 hours is a good time for me.
The shop I'm looking at right now is a 2-night stay with 2 breakfasts, no room service, wine & coffee, turndown, lobby, public inspections, concierge, bellman, frontdesk, housekeeping, 2 service recoveries.
I just can't see how it would take 8 hours. That's a little extreme.
Once you've completed the package of surveys, please let us know how long it took you.
Steve's outline is accurate in it's scope. I've completed the surveys for this boutique hotel client. It took me more than eight hours to do so.
If you can complete it in less than eight hours, really, kudos to you.
@foodluvr wrote:
8 hrs total across the package.
@camiflower1 wrote:
The shop I'm looking at right now is a 2-night stay with 2 breakfasts, no room service, wine & coffee, turndown, lobby, public inspections, concierge, bellman, frontdesk, housekeeping, 2 service recoveries.
I just can't see how it would take 8 hours. That's a little extreme.
@SteveSoCal wrote:
I don't work at all when I'm at the location, since I know the checklists from memory. I sit at my desk and do the whole thing in one shot when I return home. 8-10 hours. Entire report from the time I start downloading the photos from my phone. If you can do it faster than that as a newbie then you are in the top percentage of evaluators as far as speed goes. Most take much more than 8 hours....
Most of those properties have a room service component attached as well. Some might not.
@Professional Guest wrote:
@camiflower1 wrote:
The shop I'm looking at right now is a 2-night stay with 2 breakfasts, no room service, wine & coffee, turndown, lobby, public inspections, concierge, bellman, frontdesk, housekeeping, 2 service recoveries.
I just can't see how it would take 8 hours. That's a little extreme.
Here's SOME of what you should expect for a Coyle hotel survey "package":
Reservations Call - Time and Date of call, formatted to their specifications. How many rings? Correct scripted greeting? Type of rooms available and their features? Did they ask for the sale? Closing quote? Narrative. (This alone took 10 paragraphs.)
Bell Arrival/Acclimation/Departure - Time and Date? Greeting? Assistance with car/luggage? Opening quote? Closing quote? 3 separate narratives.
Front Desk - Time and Date? Greeting? Opening quote? Room and rate? Closing quote? Narrative.
Housekeeping - Initial Impression/Stay Over/Turn down/Request - Capture images of where luggage placed. Images of room from different angles. Images of defects. 4 separate narratives. Numerous images - initial/before/after.
Service Recovery - Time and Date? Greeting? Opening quote? Sense of urgency? Issue resolved? Closing quote? Narrative.
Room Service - Time and Date of call, formatted to their specifications. How many rings? Correct scripted greeting? Knowledge of menu? Upsell? Did they ask for the sale? Expected delivery time? Closing quote? Arrival time? Temperature of food? Expectations met? Table set up correctly? Order correct and complete? Opening quote? Closing quote? Tray pick up time. Images of covered plates. Images of uncovered plates. Narrative.
Facility - Similar to room, but instead for the property.
Maintenance - Similar to Service Recovery.
Pool - Specific to the pool.
Gym - Specific to the gym.
Bar - Well if you're up to a hotel shop, then you know what to expect.
Lounge - See above.
Dinner - See above, in addition to separate narratives for reservations process/call, management, food/facility.
Breakfast - See above.
Engineering - Unscrew a lightbulb/remove batteries from the television remote/etc.,. Call engineering. Write about call experience. Write about engieneering service experience. Time of arrival. Time elapsed after telephone request. Remember to capture the opening and closing quotes. Sense of urgency? Was issue resolved?
Spa - reservations, facility, treatment, service recovery, cashier - times required.
Wake up call - Time and Date? How many rings? Greeting? Opening quote? Closing quote? Time of wake up call. Narrative.
PBX - Time and Date? How many rings? Greeting? Opening quote? Closing quote? Narrative.
Front Desk Interaction - Yep, by now you know what they're looking for. Narrative.
Concierge - See above.
Bell Interaction - See above.
Front Desk Observation - Observe for 30 minutes. You know the drill.
Bell Observation - See above.
Check Out - I think you know what they're looking for.
Subjective/Overall Impression - Let loose with your subjective opinions. "Tell the client what they might not know."
YMMV, as there usually isn't a spa/pool/ gym/bar and/or dinner outlet(s) for this client.
One of my recent hotel evaluations had 37 pages of single spaced, 10 pt. font text - just for the narratives. Expect to capture approximately 50 images that need to be uploaded, and formatted and labeled to their specifications.
I wrote 30 pages, with the same standards as above, for the client you are assigned, although there was a Room Service component included.
You may also find this thread helpful: www.mysteryshopforum.com/read/6/447295/447633#msg-447633
@SteveSoCal wrote:
I was at 21 pages for that particular client with a room service component last week....but there were no bellmen at the hotel so that made it slightly shorter.
@Professional Guest wrote:
You can bet I did some/alot of it while on property.
@SteveSoCal wrote:
I was at 21 pages for that particular client with a room service component last week....but there were no bellmen at the hotel so that made it slightly shorter.
@camiflower1 wrote:
I'm just trying to gauge how long it will take me to do this if I do it piece by piece at the location as much as possible and then the rest on the plane home.
@camiflower1 wrote:
@Professional Guest wrote:
You can bet I did some/alot of it while on property.
@Professional Guest - How long did it take you on property and then how long did it take you off property (on transit/home)?
@SteveSoCal wrote:
@camiflower1 wrote:
I'm just trying to gauge how long it will take me to do this if I do it piece by piece at the location as much as possible and then the rest on the plane home.
The writing isn't so much of the issue. It's the scoring comments and pasting in each section with photos that take more time. That's difficult to do from a flight with the new software (shopmetrics) since it requires a lot of bandwidth. I used to get the reports completely submitted on flights back from NYC with the the old proprietary software back when you'd email the photos in....
@SteveSoCal wrote:
You have to provide a comment for each 'no' or N/A item
Have you loaded a shopmetrics form on a flight before? I gave up on doing it with Gogo...it takes too long to load
@MickeyB wrote:
What takes time is the subjective/opinion stuff. If we were not required to do that for every section, I could bang one out in no time at all...
@SteveSoCal wrote:
If you did it in 6 hours as your first assignment and didn't receive any questions back from editorial, then you are doing better than most and should feel comfortable taking on larger projects.
My last report for that same client was just under 8,000 words, I've probably done 100 of those and it still took me probably 7 hours total. Your 6 hours includes all of the pictures, invoicing and such as well?