Dear Josu Sedano Martin,
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
Chatrium Residence Sathon (3 Nights & 4 Days)
👥 Auditors
Couple — Business Traveller, Leisure
📍 Address
291 Soi Naradhiwas Rajanagarindra 24, New Sathon Road,, 10120, Bangkok, TH
✉️ Email
info.crst@chatrium.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 Couple assignment (Business Traveller, Leisure).
4
Reservation must be made by calling the hotel directly. Record the call and upload in MP3 format to GDI portal. Also evaluate booking via email and website. Ask the hotel for pick up from the airport as the same is to be evaluated. After the check out and GM debrief ask the hotel to drop you back to your home.
5
Spa is to be evaluated if available at the hotel. — Evaluation for Single · Spa budget: Cheapest service available.
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: No flight budget for this assignment.. Taxi: Only taxi from your home to the airport will be reimbursed on actual with a cap of upto 40 USD.. 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 BudgetNo flight budget for this assignment.
Taxi BudgetOnly taxi from your home to the airport will be reimbursed on actual with a cap of upto 40 USD.
💳 Expense Limits During Audit
StayMake reservation for Deluxe or Grand Deluxe room category ONLY. Please make reservation including breakfast.
F&B (per day)Daily F&B limit is 150 USD
BarOnly one drink is allowed for the evaluation
LaundryPlease give only 2 pc of garment for the purpose of evaluation.
IntegrityNO INTEGRITY CHECK TO BE DONE
SpaCheapest service available.
TipsTips are not allowed. If paid will not be reimbursed.
⚠️ If an auditor backs out from a confirmed audit, they will be removed from the panel and blacklisted.
🎯 Areas of Special Attention
- The auditor needs to conduct the "Back of the house" audit after the GM debrief.
- DO NOT conduct the audit on the BLACK OUT DATES mentioned in the confirmation.
📌 Special Instructions
Black Out Dates26th to 31st of July
Check OutAuditor to check out only on a weekday. Weekend check outs are not allowed.
Report SubmissionThe report is to be submitted with-in 48 hours of the check out.
Hotel ReimbursementThe hotel will reimburse the amount paid by the auditor with-in 45 days of the check out. This is the maximum turn around time, if the amount is not paid with-in this period, the same will be reimbursed by GDI.
Back of the houseMake sure all the questions are covered and the images are captured for each question. Else the audit will be cancelled.
📱 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.
🏨 Front Office — Brand-Specific Evaluation Points
The auditor is required to book an initial stay of 2 Nights & 3 Days. After completing the General Manager (GM) debrief at check-out, the auditor must check in again for 1 additional night to conduct the Back of the House (BOH) audit.
📋 General — Brand-Specific Evaluation Points
Please click on the link for the BOH questions: https://docs.google.com/spreadsheets/d/e/2PACX-1vQKfCgAj9fN8bGYGbbljXV_jqG4ZAHptzgv4i8WsQfi5W56PK5aZBGolTaZvvZ2Bqw0g8GQhey6IqWc/pubhtml?gid=0&single=true&urp=gmail_link
Please perform atleast ONE service recovery scenario and record the same in the "Scenario" section.
Please make sure you evaluate the EMOTIONAL INTELLIGENCE of the associates based on your interaction with them.
📖 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
Program Manager
Warm regards,
Andrew David
Chatrium Hotels
gdiworldwide.com