Dear Serena Bondi,
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
Bourbon Hotel Belo Horizonte (2 Nights / 3 Days)
👥 Auditors
Single — Business Traveller, Leisure
📍 Address
Av. Afonso Pena, 3761 - Serra, Belo Horizonte - MG, 30130-008
✉️ Email
reservas@bourbon.com.br
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 Single assignment (Business Traveller, Leisure).
4
Reservation must be made by the hotel's website. However make a fake reservation to evaluate the reservation by call section. Record the call and upload in MP3 format to GDI portal. Also evaluate booking via email and website. Do not ask the hotel pick pick up or drop.
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 Budget150 USD per hotel
Taxi BudgetUSD 25 per hotel
💳 Expense Limits During Audit
StayBase room category with breakfast
F&B (per day)150 USD
Bar50 USD
Laundry3 pieces of garments
Integrity20 USD
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
- Breakfast and Opening Hours
- Team Services (By Position | Busboy | Waiter | Head Waiter)
- Lunch | A La Carte and Opening Hours
- Lunch | Buffet and Opening Hours
- Dinner | A La Carte and Opening Hours
- Dinner | Buffet and Opening Hours
- Room Service (Service and Product) and Opening Hours
- Operational Stationery (Menus)
- Communication
- Lobby Bar | A La Carte and Opening Hours
📌 Special Instructions
importantThere is NO GM debrief for this assignment. The auditor will just pay the bills and check out and leave the hotel. Submit the bills along with the report and GDI will reimburse all the expenses in accordance with the expenses budget shared.
📎 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
BOURBON HOTELS
gdiworldwide.com