Dear Lyn Do,
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
Amari Pattaya (3 Nights & 4 Days)
👥 Auditors
Couple — Leisure
📍 Address
240 Moo 5 Pattaya-Naklua Road Tumbol Naklua, Amphur Banglamung Chonburi 20150
✉️ Email
reservations.pattaya@amari.com
💰 Audit Fee
As per confirmation email
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 (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 airport pick up during the reservation call and book if available. If there is no airport pick-up service available to book upon making reservation, please mark N/A. Drop: Not to be evaluated, therefore take a taxi at departure.
6
You are NOT required to meet anyone for a debrief. Pay your bill and check out. GDI reimburses within the approved budget only.
✈️ Travel Budget
Flight BudgetTHB 7500
Taxi BudgetIf the auditor is local - Taxi from auditor home to airport will be reimbursed on actual (in case airport pick up is available). If the auditor is travelling from a different city - Home city taxi will be reimbursed on actual. Return taxi from the hotel to auditor home (if local) or airport will be reimbursed on actual.
💳 Expense Limits During Audit
StayThe Club Executive room only
F&B (per day)THB 1,000 per meal including 1 beverage per person
BarOnly 1 beverage per person per meal
Laundry2 pieces of garments only
IntegrityNot to be evaluated
SpaNot to be evaluated
TipsNot to be paid
⚠️ If an auditor backs out from a confirmed audit, they will be removed from the panel and blacklisted.
🎯 Areas of Special Attention
- SPA : Not to be evaluated
- CHCEK-OUT: There is NO GM Debrief for this assignment. Therefore just pay and check out.
- REPORT SUBMISSION: The report is to be submitted with-in 48 hours of your check out.
- OCCUPANCY: This is STRICTLY a couple auditor assignment. Therefore please make sure you DO NOT travel alone.
- INTEGRITY SCENARIO: No integrity check scenario to be performed for this locations.
- SERVICE RECOVERY SCENARIO: It is MANDATORY to conduct minimum one service recovery scenario
📎 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
Reservation to be made ONLY by calling the hotel directly.
Airport Pickup: To be evaluated only if available to book. If there is no airport pick-up service available to book upon making reservation, please mark N/A.
Drop: Not to be evaluated, therefore take a taxi at departure.
💆 Spa & Recreation — Brand-Specific Evaluation Points
📖 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
ONYX Hospitality
gdiworldwide.com