IF AN AUDITOR BACKS OUT OF A CONFIRMED ASSIGNMENT THEY WILL BE REMOVED FROM THE AUDITOR PANEL AND BLACKLISTED

AREAS OF SPECIAL ATTENTION

• 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 10:00–15:00 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 (if part of the checklist on the GDI portal). Do NOT book via this email.
  

• Follow the checklist on the GDI Portal throughout the entire stay. Do not rely on memory or assume that a question is not applicable.
• Review the relevant questions before testing each service so that all required steps, timings and scenarios are completed correctly.
• Follow all mandatory audit instructions, special focus areas and scenarios mentioned in the portal checklist. 
• Capture the required photographs, videos and audio recordings at the appropriate stage of the guest journey and upload them against the relevant questions.

• Complete the entire guest journey. Ensure all applicable services have been experienced and all outstanding bills have been settled.
• DO NOT reveal your identity after completing check-out and leave the hotel as a regular guest.
• Complete the report with-in next 48 hours and submit it on the GDI portal
• When conducting two or more audits consecutively, maintain complete secrecy and navigate discreetly between the properties. Plan the transition between hotels carefully, including travel, check-in/check-out timings, luggage, and reservations, to ensure that your identity and the purpose of the audits are never compromised.
• Caution – Same Brand Audits: If you are conducting two or more audits for the same hotel brand, please be aware that the brand may use a common third-party transportation provider for airport pick-up and drop-off. Maintain complete discretion when interacting with the transportation provider. If the same person drops you at the airport for one property and is also present for your airport pick-up for the next property, immediately contact the GDI Program Manager before proceeding, as this may compromise the confidentiality of the audits. In such a situation, taking a cab/taxi to the next property may be the best option, but this must be approved by the GDI Program Manager in advance.

PHOTOGRAPHY REQUIREMENTS

• Take photographs before touching or using anything in the room wherever a “before” condition is required.
• Ensure photographs are clear, well-lit and properly framed, with the relevant item or area fully visible.
• Avoid excessive or repetitive photographs; every photograph should serve a purpose or support an audit observation.
• Always take AFTER photographs even if housekeeping did NOT service the room. This allows the report to demonstrate the room condition at the relevant point in the guest journey.
• Be discreet when taking photographs in public areas. Do not intentionally capture other guests or identifiable individuals in the frame.

• Do not photograph confidential documents, payment-card details, personal information or other sensitive guest information.
• All photographs should be clear, well-framed and relevant to the audit requirement. Avoid unnecessary duplicate photographs.
• Where possible, ensure all photographs are timestamped. This helps establish the timing and sequence of the guest journey and supports the accuracy of the audit report.
• Do not edit, filter, crop or otherwise manipulate photographs in a way that could alter the actual condition observed.
• Retain the original photographs until the audit has been fully submitted and approved.
• If a required item or facility is unavailable, photograph the area where it would normally be located and clearly document the observation in the report.
• Upload photographs in the correct section of the report and ensure they correspond to the relevant question/observation.
• Do not rely solely on photographs for important observations; provide a clear written description of what was experienced

• Recommended method for recording calls: Put the call on speakerphone and use a second device to record the conversation. This generally provides clearer audio and ensures that both sides of the conversation are captured.
• Record all mandatory telephone interactions required as part of the audit, including reservation and knowledge-testing calls such as IRD, Laundry request, HK request, etc.
• Ensure the recording captures the complete interaction, from the beginning of the call until the conversation ends.
• Test your recording before making the call to ensure that both your voice and the staff member’s voice are clearly audible.
• Keep the recording clear and uninterrupted; avoid background noise wherever possible.
• Save the original recording and upload it to the GDI portal in the designated section.

• Do not edit or manipulate the recording before submission.
• Where possible, retain the recording with the corresponding date and time to support the sequence of the guest journey.

• Write in first  person and past tense.
• Answering Questions: Every question must be answered as Yes, No, or N/A. For a No response, provide a clear explanation and upload a supporting photograph where applicable. For an N/A response, provide a specific written justification explaining why the question does not apply.
• Date & Time Format: Use the date format July 25th, 2023 and the 24-hour time format (e.g., 14:30). Do not use AM/PM or abbreviations such as “mins” or “Hrs.”
• Executive Summary: Write the Executive Summary as a coherent narrative in paragraph form, not as bullet points. Cover the key positives, areas requiring improvement, and recommendations from the overall guest experience.
• File & Image Requirements: Submit photos in JPG/PNG, videos in MP4, audio recordings in MP3, and documents in PDF format. Ensure all files are high-resolution, clear, and correctly oriented (upright).
• Objective Reporting: Maintain an objective and factual tone throughout the report. Describe your personal experience and observations without using exaggerated or judgmental language. For example, write “I did not have a pleasant experience” rather than “This is a horrible hotel.”

• Laundry: Place currency in the laundry pocket. Verify it is returned. Use official currency names (USD, EUR, INR) in the report.
• Guest Room: Leave cash or a small valuable in plain sight before housekeeping. Verify it is untouched on return.
• Restaurant: Raise a food complaint and seek a discount or bill waiver. Evaluate resolution speed, sincerity, and solution offered

• Room Cleanliness: Report a minor cleanliness concern. Evaluate empathy, ownership, response time, and resolution offered.
• Restaurant Complaint: Raise a concern about food quality or temperature. Evaluate sincerity, ownership, and solution offered.
• Delayed Service: Report that a requested service has been delayed. Evaluate communication, ownership, and recovery. 
• Technical Issue: Report a malfunctioning room device. Evaluate how the associate handles and resolves the issue. 
• Billing Concern: Question an incorrect or unclear charge. Evaluate how the concern is investigated and resolved. 
•  Unresolved Request: Follow up on a previous request that has not been completed. Evaluate ownership and follow-through.