Dear Dimple Agrawal,
Please find attached the following guidelines for your upcoming Mystery Guest Evaluation:
- The GDI Audit Guidelines – refer to this before and during the audit
Please review them carefully and reach out to us for any queries.
🏨 Hotel Assigned To You
🏨 Hotel
ZANA Forest Resort Ranthambore (2 Nights / 3 Days)
👥 Auditors
Family — With Child, Business Traveller, Leisure
📍 Address
New, Shooting Lodge Road, Saptar, Sawai Madhopur, Rajasthan 322001, India
✉️ Email
reservations@zanaresorts.com
Please make travel arrangements only after booking the hotel.
⚠️ Important Details
1
Remove "Mystery Shopper" from all social media profiles before the audit. Non-compliance leads to removal from the panel.
2
Evaluate all N/A brand standard areas even if they do not personally apply to you.
3
This is a Family assignment (With Child, Business Traveller, Leisure).
4
Reservation must be made by calling the hotel. Record the call and upload in MP3 format to GDI portal. Also evaluate booking via email and website. Airport pick up to be evaluated where the service is available.
5
Spa to be evaluated where the service is available and operated by the hotel. — Evaluation for Single · Spa budget: Cheapest service.
6
On check-out day, proceed at standard check-out time. Complete the full guest journey, reveal your identity, then conduct the GM Debrief.
7
You are required to meet the Director of Quality for a minimum debrief of 30 minutes. Without this, the entire audit is cancelled.
8
Flight budget: NA. Taxi: NA. Reimbursed on actuals with valid invoices. UBER is suggested.
⭐ GM Debrief — Verification Process
Once the debrief is complete, the GM waives all invoices (Accommodation, F&B, etc.). No payment expected. Advance payments reimbursed within a few working days.
GM verifies you via:
- A) GDI Letter of Identification
- B) Original ID matching the Letter, with exact audit dates
Conduct the audit exactly as per the letter. GDI is not responsible for any financial loss due to non-compliance.
✈️ Travel Budget
Flight BudgetNA
Taxi BudgetNA
Total Travel BudgetTotal travel budget of INR 10000 including ground, rail & air transfers.
💳 Expense Limits During Audit
StayMake reservation for the base room category with breakfast
F&B (per day)INR 2000
BarINR 1000
Laundry3 pieces of laundry
IntegrityNot to be evaluated
SpaCheapest service.
TipsNot to be evaluated
⚠️ If an auditor backs out from a confirmed audit, they will be removed from the panel and blacklisted.
🎯 Areas of Special Attention
- Auditor to create Service Recovery Scenarios.
- Auditor to evaluate Emotional Intelligence of the associates and include it in the report.
- Turndown services to be evaluated separately for both the days of the stay.
📌 Special Instructions
Audit occupancyFor this assignment the auditor can travel as a group (4 adults and 2 kids). The auditor is allowed to book two rooms. However the F&B budget remains the same.
Audit travel budgetThe travel budget also remains the same (INR 10000) even if the auditor travels as a group.
📱 GDI Portal — Key Steps
1.
Submit GM debrief discussion points in "GM DEBRIEF" at least 12 hours before check-out. Proceed only after Quality Team approval.
2.
Letter of Identity: Press "Check Out" on last day after revealing identity. Letter emailed instantly; copy sent to GM.
3.
Review all brand standard questions well in advance.
📎 VERY IMPORTANT: Upload all Stay & F&B bills in the relevant section of your report on the GDI portal.
📖 Auditor Reference Guide
This section replaces the attached PDF guidelines. Please read carefully before your audit.
🔑 Before You Arrive
📱
Login to the GDI Portal and review all Brand Standard sections and questions before your stay.
🚫
Remove "Mystery Shopper" from all social media profiles.
📞
Make the reservation call between 10:00–18:00 local time. Record the call (MP3). Do NOT use third-party booking platforms.
📧
Also email the hotel using a different name and email to evaluate the email reservation process. Do NOT book via this email.
📸 Photography Requirements
Hotel ArrivalPhotograph curb, lobby, front desk, lifts upon arrival.
Room ArrivalMin. 30 photos of room + bathroom immediately on entry. Plus a 2-min video capturing all amenities.
Daily HK (Morning)10 photos before leaving for breakfast + 10 photos on return.
Turndown (Evening)10 photos before leaving in the evening + 10 photos on return.
⚠️
Always take AFTER photos even if housekeeping did NOT service the room. Be discreet in public areas; no other guests in frame.
✅ Mandatory During Stay
🍽️ F&BBreakfast Day 1 at start time, Day 2 at end time. Lunch & dinner at all hotel restaurants at least once.
🛏️ In-Room DiningOrder at least once. Note associate name, time, upselling attempts.
🍹 BarVisit at least once. Order one drink, observe upselling & cross-selling. Note name & time.
🏊 Pool / GymPool: min 30 minutes. Gym: min 15 minutes. Both are verified via CCTV footage.
👔 LaundrySend exactly 1 item. Place currency in pocket (min local equiv. of $10) for integrity check.
🔧 MaintenanceReport 1 issue from your room. Note time, resolution, associate name.
🚫
At the travel desk: do NOT purchase any tour package.
🍫
Consume exactly 1 item from the minibar during the entire stay. Verify it appears on your final bill.
🔍 Integrity Scenarios
💰
Laundry: Place currency in laundry pocket. Verify it is returned. Use official currency names (USD, EUR, INR) in report.
🏠
Room: Leave cash or a small valuable in plain sight before housekeeping. Verify it is untouched on return.
🍽️
Restaurant: Raise a food complaint. Evaluate resolution speed, sincerity, and solution offered.
🔌
Room Scenario: Report a malfunctioning device. Evaluate how associates handle and resolve the issue.
📝 Report Writing Standards
✔️
Every question must be answered: Yes / No / NA. No = explanation + photo mandatory. NA = written justification required.
📅
Date format: July 25th, 2023. Time: 14:30 hours (24-hr only). Never use AM/PM, "mins", or "Hrs".
✍️
Executive Summary: written as a story/narrative in paragraph form. No bullet points. Cover positives, negatives, and improvement suggestions.
📎
Photos: JPG/PNG · Videos: MP4 · Audio: MP3 · Documents: PDF. All files high resolution, upright orientation.
🚫
Avoid personal bias. Write "I did not have a pleasant experience" — never "This is a horrible hotel."
✈️ Check-Out & Transport
🛫
Check out at standard time only. Early/late check-out requires prior written approval from GDI.
🚖
Post check-out cab must be arranged through the hotel and included in the hotel bill.
📤
Submit all reports within 48 hours of check-out. Late submission = removal from auditor panel.
Confidentiality Notice: The Auditor shall keep strictly confidential and shall not disclose, publish, or communicate any audit details, brand information, or confidential information obtained in connection with this audit, except as expressly authorized in writing by the Company or required by law.
A
Andrew David
Project Manager
Warm regards,
Andrew David
Espire Hospitality - India
gdiworldwide.com