Dear Neha Mishra,
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
Lilac Hotels – Jayanagar 5th Block (2 Nights & 3 Days)
👥 Auditors
Single — Business Traveller
📍 Address
5th Block, Jayanagar, Bengaluru, India
✉️ Email
reservation@lilacbytamara.com
📅 Audit Timeline
Check-In
1st September 2026
Check-Out
30th September 2026
Report Due
30th September 2026
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).
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. Pick-up MUST be explicitly evaluated, therefore please ask for pick up if the service is available with the hotel during the reservation.
5
Spa is to be evaluated only if available at the property. — 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: Total flight budget for the assignment is INR 10,000/-.. Taxi: Uber may be used and claimed for home city travel only as hotel city taxi is covered by the hotel.. 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 BudgetTotal flight budget for the assignment is INR 10,000/-.
Taxi BudgetUber may be used and claimed for home city travel only as hotel city taxi is covered by the hotel.
Total Travel BudgetThe INR 10,000 travel budget is the maximum approved budget and not an amount awarded to the auditor; reimbursement will be made strictly on actual expenses incurred and only upon submission of valid supporting documents/receipts.
💳 Expense Limits During Audit
StayBase room category to be booked
F&B (per day)INR 5000
BarNo alcohol expenses are permitted/reimbursable.
Laundry2 pieces of garments for regular wash. Drycleaning and shoe cleaning is not permitted.
IntegrityNo integrity checks to be done
SpaCheapest service available
TipsNo tips to be paid. 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
- Maintain complete anonymity: Do not disclose that you are conducting a mystery audit at any stage of the guest journey. Follow the assigned guest profile naturally and avoid any behaviour that may alert the hotel.
- Follow the assigned audit journey: Complete all required touchpoints and experiences as instructed, including reservation, arrival, stay, F&B, spa (where applicable), and departure. Do not skip an assigned interaction.
- Stay within the approved budget: The INR 10,000 travel budget is a maximum approved budget, not an amount awarded to the auditor. All expenses will be reimbursed on actuals against valid supporting documents. Avoid unnecessary upgrades or personal expenses.
- Capture accurate evidence: Record observations factually and contemporaneously. Preserve valid bills, receipts, call records/screenshots and permitted photographs wherever required. Do not fabricate, assume or reconstruct an interaction after the fact.
- Follow the reveal & debrief protocol: At the end of the audit, obtain/check the folio first, then reveal your identity and meet the General Manager for the required debrief. Do not reveal your identity before completing the required guest journey.
📱 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.
📖 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
Tamara Hotels - India
gdiworldwide.com