Mystery Guest Evaluation Confirmation

OZO George Town Penang 

 

Auditor Name: Elizabeth Prema W D Dass
Auditor Email: lizdassb@gmail.com

 

Dear Elizabeth,

Below are the details and guidelines for your upcoming Mystery Guest Evaluation.

Assignment Details

HotelOZO George Town Penang (2 Nights & 3 Days)
Auditor ProfileSingle/Couple Auditor — Leisure/Business Traveler 
Address166 Jalan Argyll, George Town, Penang 10050 Malaysia
Phone+604 226 3737
EmailNA
Websitehttps://www.ozohotels.com/penang-malaysia
Audit FeeUSD 100
Audit TimelineCheck-in: after 1st Oct 2026
Check-out: before 30th Oct 2026
Report due: within 48 hours of check-out
Check Out Instructions: Complete the guest journey and proceed with the checkout as a regular guest, without revealing your identity or conducting a GM Debrief. Collect all applicable bills and submit them to GDI for reimbursement.

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



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General Instructions

  • Reservations must be made directly with the property by calling them; do not use third-party booking channels.
  • Follow the auditor profile stated above exactly — any deviation may result in cancellation of the assignment.
  • Evaluate every applicable facility, service and touchpoint at the property. Marking an item "Not Applicable" without assessing it is not acceptable.
  • Remove any reference to "mystery shopper" or similar terms from public/social media profiles prior to the audit.
  • Record any mandatory calls (e.g. reservation, in-room dining, housekeeping) and upload them in the required format.
  • Spa is to NOT be evaluated for this assignment — mark related checklist sections 'Not Applicable' if available on the GDI portal.
  •  Complete the guest journey and proceed with the checkout as a regular guest, without revealing your identity or conducting a GM Debrief. Collect all applicable bills and submit them to GDI for reimbursement.
  • If you are conducting audits for multiple properties during the same trip, please ensure that the reservations are made under different guest names for each property, as required for the mystery audit process.
  • Airport Evaluation: If you are conducting multiple property audits during the same trip, you will be required to evaluate the airport pick-up service for both hotels. Please plan your arrival and transportation accordingly so that the pick-up experience for each property can be assessed.







Therefore, Conduct the audit exactly as per the guidelines. GDI is not responsible for any financial loss due to non-compliance.

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Audit Budget & Expense Guidelines

TRAVEL BUDGET
ItemBudget / Instruction
Flight BudgetUSD 250 (including all means of transports - land and air).
Airport Pick & DropEvaluate the property's own transfer service as it is part of the checklist; Request for airport pick along with the room reservation.  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 the service as NA and take a regular taxi. Drop is NOT to be evaluated, therefore take a taxi at departure DO NOT request the hotel for a drop after the check out.
Cab ExpensesHome-to-airport transfers may be claimed based on actual receipted expenses.
EXPENSE LIMITS DURING THE STAY
CategoryLimit / Instruction
StayClub Executive room category, including breakfast.
F&BUSD 30 per meal including one beverage per person
Bar - Only one drink per person during the entire stay
Laundry2 garments for evaluation purposes.
SpaNot to be evaluated
Integrity ChecksNot to be evaluated
*Tips: Not permitted; not reimbursed if paid





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AREAS OF SPECIAL ATTENTION


  • Airport Pick-up & Drop-off – Request and evaluate the hotel’s airport pick up service if available. Do not ask for drop.

  • Service Recovery & Integrity Scenarios: Conduct multiple service recovery  scenarios throughout the audit, ensuring each scenario is discreetly and naturally executed, properly observed, and documented with the required supporting evidence. No integrity scenarios to be performed. 
Service Recovery: Create situations where you can assess how the hotel responds to a guest complaint or service failure, including the speed, ownership and effectiveness of the resolution.

  • Reservation: Reservation for the stay should ONLY be made by calling the hotel. 
  • Spa: Please DO NOT evaluate the spa for this assignment.
  • Black out dates - There are no black out dates for this audit in September.
SPECIAL INSTRUCTIONS

  • Report Submission - The report is to be submitted with-in 48 hours of the check out.
  • Hotel Reimbursement: GDI will reimburse the amount paid by the auditor with-in 45 days of the report submission. This is the maximum turn around time.
  • Emotional Intelligence: The Emotional Audit is to be evaluated throughout the entire guest journey. Pay close attention to how the hotel creates a genuine sense of warmth, personalization and care, and document specific moments that contribute to a memorable guest experience
  • The auditor must attend the mandatory training session with the Quality Team before conducting the audit. Failure to attend the training will result in cancellation of the audit with no reimbursement.


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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 10:00–15:00 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.
DURING THE STAY

  • 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.

  • Do not reveal your identity as an auditor at any point during the audit process.
  • Document observations immediately or as soon as possible after each experience to ensure the final report is accurate and detailed.
  • Before check-out, review the portal checklist once again and ensure that all required tests, questions and supporting evidence have been completed.
  • Experience the hotel as a regular guest while maintaining a low profile. Make use of all applicable services and facilities naturally, without drawing unnecessary attention to yourself or revealing that you are conducting an audit.
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AFTER THE STAY

  • 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.










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PHOTOGRAPHY REQUIREMENTS

Stage

Requirement

Hotel Arrival

Photograph the hotel exterior, entrance, lobby, front desk and lifts upon arrival. Capture the arrival experience discreetly.

Room Arrival

Take minimum 30 photos of the room and bathroom immediately upon entry, before using or moving any items. Also record a 2-minute video covering the room, bathroom and all key amenities.

Room – Detailed Coverage

Ensure photographs cover the bed, bedside tables, desk/work area, seating, minibar, wardrobe, safe, amenities, technology, view, balcony/terrace (if applicable) and other guest facilities.


Bathroom

Take a minimum 10 detailed photographs covering the vanity, mirror, WC, shower/bathtub, toiletries, towels, amenities, fixtures and overall cleanliness.


Spoil / Defect Photos

Photograph any maintenance issues, cleanliness concerns, damaged items, missing amenities or other defects identified during the stay.


Daily HK – Morning

Take 10 photographs before leaving for breakfast and 10 photographs upon return, allowing the before/after condition of the room to be assessed.


Post-Housekeeping 

If housekeeping services the room, capture photographs after service to document the condition and presentation.



Laundry

Take the photographs of the laundry bag, your soiled laundry and the filled laundry request form before the laundry is picked up. Take the photographs of the laundry once it is delivered covering the packaging and the garments.



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Pool & Public Areas

Take discreet photographs of the pool, pool surroundings and key public areas/facilities evaluated during the stay.


F&B

Photograph food, beverages, table setup and relevant presentation for each applicable F&B experience.


IRD / Delivery Service

Photograph the QR code/order interface, ordered items, packaging, delivery presentation and final setup, while maintaining guest discretion.


Airport Transfer


Where applicable, document the airport pick-up/drop-off experience through discreet photographs where permitted and appropriate.


Check-Out

Capture relevant photographs of the final guest journey/check-out experience where appropriate and without compromising guest privacy.



IMPORTANT PHOTOGRAPHY RULES

  • 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.
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  • 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
AUDIO RECORDING GUIDELINES

  • 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.
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  • 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.
REPORT WRITING STANDARDS

  • 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.”

INTEGRITY SCENARIONS (IF APPLICABLE)

  • 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



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SERVICE RECOVERY SCENARIOS (IF APPLICABLE)

  • 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.  


Important: The scenario should be a minor, realistic service issue, not something that could create a genuine safety, financial, medical, or serious guest-relations problem. The auditor should evaluate the actual recovery process, rather than intentionally creating an unreasonable complaint. 

IMPORTANT TIMELINES

🏨 Check-In: Check in strictly at the hotel’s regular published check-in time. Early check-in is not permitted for the audit.
🧳Check-Out: Complete check-out at the hotel’s regular published check-out time. Do not request or arrange a late check-out unless specifically instructed.
📋 Audit Submission: Submit the complete audit report within 48 hours of check-out. All questions, photos, videos, audio recordings and supporting documents must be uploaded before submission.
⚠️ Late Submission: Any delay beyond the required submission timeline will directly result in a reduction of both the audit fee and the eligible travel reimbursement, as per the applicable payment structure.


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AUDIT SUBMISSION AND DEDUCTION STRUCTURE

  • Within 48 Hours of Check-Out: No deduction – 100% Audit Fee + 100% Eligible Travel Reimbursement 
  • 48–72 Hours After Check-Out: Audit Fee deduction applies – Travel Reimbursement remains unchanged
  • More Than 72 Hours After Check-Out: 100% Audit Fee + 100% Travel Reimbursement deduction



AUDITOR WITHDRAWAL OR BACK OUT

Once an audit has been accepted and confirmed by the auditor, the auditor is expected to complete the assignment as committed. Backing out or cancelling the assignment without a valid and pre-approved reason may result in the auditor being blacklisted from future GDI assignments.



GDI ACCOUNTING GUIDELINES

💵 Audit Fee: The audit fee will be paid by GDI after the audit has been completed, the report has been submitted and approved, and all required deliverables have been received.

✈️ Travel Reimbursement: Eligible travel expenses will be reimbursed based on actual expenses incurred, subject to the approved travel budget and submission of valid receipts. 

🧾 Receipts: All reimbursable expenses must be supported by clear and valid receipts. Expenses without supporting documents may not be reimbursed. Receipts must be available and presented in PDF. Screenshots are not accepted.
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⏳ Payment Timeline: GDI will process the approved audit fee and eligible reimbursements within 45 days from the date of audit submission, subject to the report and all required financial documents being reviewed and approved.

✈️ Missed Flights: Flights missed by the auditor for any reason will not be reimbursed by GDI. Any additional costs incurred as a result of a missed flight, including rebooking, cancellation, or change fees, will also be the auditor’s responsibility.

⛽ Fuel Expenses: Fuel expenses for personal vehicles will not be reimbursed by GDI unless specifically approved in advance. Any fuel cost incurred without prior approval will be the auditor’s responsibility.

🅿️ Airport Parking: Airport parking expenses are not reimbursed by GDI. Any parking charges incurred at the airport, whether for personal or other vehicles, will be the auditor’s responsibility.

🚗 Rental Car Expenses:  Rental car expenses are not reimbursed by GDI unless specifically approved in advance. Any rental charges, insurance, fuel, parking, tolls, or other related costs incurred without prior approval will be the auditor’s responsibility.

🍽️F&B Expenses: The F&B budget is strictly for meals consumed at the audited hotel during the audit. GDI will reimburse only eligible meals consumed at the hotel, within the approved F&B budget. Meals consumed outside the hotel—including at the airport, while in transit, or at any other external location—will not be reimbursed by GDI. GDI will not reimburse any meal expenses outside the hotel.

If F&B services are not available at the hotel assigned to you, please contact the GDI Program Manager and obtain written approval in advance before incurring any alternative meal expenses.
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CONFIDENTIALITY NOTICE


This document contains confidential and proprietary information intended solely for the assigned auditor and authorized personnel. The contents, including audit instructions, brand standards, scenarios, procedures, and supporting information, must not be shared, copied, reproduced, forwarded, or disclosed to any third party. The information contained in this document is to be used strictly for the purpose of conducting the assigned audit. Any unauthorized disclosure or misuse of the information may result in cancellation of the assignment and/or further action in accordance with the applicable confidentiality agreement




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