Mystery Guest Audits

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Operational Service Audits for Hotels, Restaurants, Cruise Lines & Resorts

What Are Operational Service Audits?

Operational Service Audits provide leaders with a real-world, unbiased evaluation of the guest experience. Our Guest Experience Auditors behave like real customers while documenting detailed findings.

Restaurant Service Cruise Deck Resort Front Desk
Restaurant Service Cruise Deck Operations Resort Guest Experience Front Desk & Brand Standards

Why Comment Cards Aren’t Enough

Only 1% of guests leave feedback. Operational Service Audits uncover the experiences of the silent 99% and reveal service gaps before they become negative reviews or lost business.

Strengthening Consistency

Audits identify service gaps, upselling opportunities, policy drift, and execution issues that impact guest satisfaction and brand standards—before they become costly problems.

Audit Report
Clear recommendations with prioritized action steps

Hotel & Restaurant Evaluations

Room Inspection & SOP Adherence Fine Dining Standards & Presentation Bar Service & ID/POS Accuracy Casino Floor Service Standards

Cruise Hospitality Experience

Embarkation, Guest Relations & F&B Service

Frequently Asked Questions

What is a Mystery Guest Audit? +
A Mystery Guest Audit is an anonymous evaluation performed by a trained Guest Experience Auditor who interacts with your team exactly as a real guest would, documenting strengths, gaps, and opportunities.
Which businesses benefit? +
Hotels, restaurants, cruise lines, resorts, casinos, spas, bars, lounges, and all guest-facing hospitality brands.
Are audits announced? +
No — all audits are unannounced to ensure authentic, unscripted guest experiences.
How often should audits be done? +
Most operators schedule monthly or quarterly audits; high-volume properties may use weekly or bi-weekly audits.
Can audits be customized? +
Yes — scoring and evaluation criteria are tailored to your brand standards, SOPs, and training expectations.
How are results delivered? +
You receive a detailed PDF report with scoring, commentary, supporting photos, and prioritized action steps.
Will audits help with training? +
Yes — findings directly support coaching, SOP refinement, and pre-shift training.
Can audits increase revenue? +
Better service consistency, upselling, and guest engagement often increase revenue within 60–90 days.
How quickly can we schedule? +
Most audits can be deployed within approximately 72 hours.
Do you offer multi-location pricing? +
Yes — volume pricing and subscription audit programs are available for multi-unit hotel, restaurant, and cruise brands.

Request a Sample Audit