Here's SOME of what you should expect in a package of surveys:
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.)
Valet - Time and Date? Greeting? Assistance with vehicle? Assistance exiting from vehicle? Opening quote? Closing quote? Narrative.
Bell Arrival/Acclimation/Departure - Time and Date? Greeting? Assistance with 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. Scheduled for a two night assignment? It's possible that you test stay over and turn down service twice.
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? Did they 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 request. 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.
Fitness Center - Specific to the Fitness Center.
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.
Spa - reservations, facility, treatment, service recovery, cashier - times required. Five separate narratives. Six, if you test retail.
Front Desk Observation - Observe for 30 minutes. You know the drill.
Bell Observation - See above.
Wake Up Call Request - Time and Date? How many rings? Greeting? Opening quote? Closing quote? Narrative.
Wake Up Call Receipt - Time and Date? How many rings? Greeting? Opening quote? Did they provide the day's weather forecast? Did they offer coffee/tea/to connect you to In Room Dining? Closing quote? Narrative.
PBX - Time and Date? How many rings? Greeting? Opening quote? Closing quote? Narrative.
Bell Departure Interaction - See above.
Front Desk Departure Interaction - Yep, by now you know what they're looking for. Narrative.
Valet Departure Interaction - See above.
Subjective/Overall Impression - Let loose with your subjective opinions. "Tell the client what they might not know."
One of my recent hotel evaluations had 37 pages of single spaced, 10 pt. font text - just for the narratives. Expect to capture approximately 30-40 images that need to be uploaded, and formatted and labeled to their specifications.
You may also find this thread helpful: www.mysteryshopforum.com/read/6/447295/447633#msg-447633
Please let us know if you decide to apply for the opportunity - and if you are scheduled, how it goes.
Good luck!
***Edited to reorder sequence of interactions.
Edited 1 time(s). Last edit at 06/08/2019 05:23PM by Professional Guest.