Mystery Shop Feedback and Evaluation Form
Mystery Shop Feedback and Evaluation Form
Mystery Shop Feedback and Evaluation Form
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<strong>Mystery</strong> <strong>Shop</strong> <strong>Feedback</strong> <strong>and</strong> <strong>Evaluation</strong> <strong>Form</strong> May 18, 2013<br />
<strong>Mystery</strong> <strong>Shop</strong> Results:<br />
Property Name:<br />
<strong>Shop</strong>per Name:<br />
Met Expectations<br />
The Ballantyne, Charlotte<br />
Carol Izer<br />
Arrival Date: 05/09/2013<br />
Departure Date: 05/11/2013<br />
Control Number: 60483<br />
Dear Partner,<br />
Carol Izer, a member of the American Express leadership team, has recently visited The Ballantyne, Charlotte as a<br />
'<strong>Mystery</strong> <strong>Shop</strong>per' <strong>and</strong> evaluated your property. Overall, your property met all expectations of the mystery shopping<br />
visit, which indicates that the property delivered a highly satisfactory overall customer experience, as well as clearly<br />
communication <strong>and</strong> delivering all amenities of the FINE HOTELS & RESORTS program to the mystery shopper.<br />
As you know, <strong>Mystery</strong> <strong>Shop</strong>ping is an important component of the quality assurance process for the FINE HOTELS &<br />
RESORTS program. These visits are conducted by American Express management who evaluate the hotel based on<br />
rooms, service <strong>and</strong> the staff's knowledge <strong>and</strong> delivery of the program amenities.<br />
Each participating hotel has agreed to the <strong>Mystery</strong> <strong>Shop</strong>ping program. A <strong>Mystery</strong> <strong>Shop</strong>ping stay includes up to two<br />
complimentary nights <strong>and</strong> delivery of each of the program amenities. Charges for up to two nights (including room<br />
<strong>and</strong> tax), breakfast for two people each day, <strong>and</strong> the cost of the special program amenity should have been removed<br />
from the bill of Carol Izer upon check-out. The Ballantyne, Charlotte agrees to accept any form of American Express<br />
card at check-in.<br />
Thank you for providing this mystery shopping visit <strong>and</strong> for your continued support of the FINE HOTELS & RESORTS<br />
program. If you have any questions regarding mystery shopping, please do not hesitate to contact me via email at<br />
Elina.Gorlenkova@aexp.com.<br />
Sincerely,<br />
Elina Gorlenkova<br />
Senior Manager, FINE HOTELS & RESORTS Program<br />
U.S. Consumer Travel Network<br />
American Express<br />
American Express 3 World Financial Center 200 Vesey Street 39th Floor New York NY 10285
MYSTERY SHOP RESULTS SUMMARY<br />
The <strong>Mystery</strong> <strong>Shop</strong> rating is determined by the overall quality of the experience provided, as well as by the<br />
acknowledgement of the FH&R program <strong>and</strong> the proper communication <strong>and</strong> delivery of the four benefits. Each shop<br />
score is calculated based on responses to the following questions:<br />
Points Questions Response<br />
5 Would you recommend this property to a Platinum or Centurion Card member Yes<br />
10 Did the front desk verbally acknowledge at check-in that your reservation was<br />
made through the FINE HOTELS & RESORTS program<br />
Yes<br />
10 Room upgrade upon arrival, subject to availability Yes<br />
10 Complimentary continental breakfast for up to two, for each day of stay Yes<br />
10 Guaranteed 4 p.m. late check-out Yes<br />
10 Special complimentary amenity (differs by property) Yes<br />
10 How would you rate the quality of the property’s guest rooms Excellent<br />
10 How would you rate the quality of the property’s service levels Excellent<br />
10 How would you rate the quality of the property’s public spaces (e.g. lobby,<br />
restaurant, spa)<br />
Excellent<br />
10 How would you rate the quality of your overall hotel stay Excellent<br />
5 Did the front desk agent give you the FH&R Welcome Card at check-in Yes<br />
100% Overall Score Met Expectations
The following pages provide further detail on the mystery shopper’s experience on-site. This feedback helps the FH&R<br />
Team underst<strong>and</strong> the overall customer experience the property delivers. Responses to bold-faced questions are used<br />
to determine the property's 'Met Expectation', 'Improvement Opportunities Identified' or 'Immediate Action Required'<br />
ratings <strong>and</strong> are also summarized on the first page of this evaluation.<br />
OVERALL CUSTOMER EXPERIENCE<br />
Would you recommend this property to another Platinum Card or Centurion member<br />
Rate the quality of your overall hotel stay.<br />
Yes<br />
Excellent<br />
Please provide feedback on your overall experience.<br />
The Ballantyne was a great place to stay in Charlotte <strong>and</strong> we had a wonderful <strong>and</strong> memorable time there; 2<br />
nights felt like a week!<br />
The service we experienced was flawless, from every single staff member we encountered. The hotel itself<br />
is very elegant, especially considering its location in a corporate park. The hotel does a great job of making<br />
you feel like you are far away with the expansive property <strong>and</strong> the rolling hills of the golf course all around.<br />
FINE HOTELS & RESORTS PROGRAM AWARENESS<br />
Did the front desk verbally acknowledge at check-in that your reservation was made<br />
through the FINE HOTELS & RESORTS program<br />
Did the front desk agent give you the FH&R Welcome Card at check-in<br />
Did the property accept any American Express Card product presented at checkin<br />
Did the front desk verbally advise you of a room upgrade<br />
Did you receive a room upgrade<br />
Yes<br />
Yes<br />
Yes<br />
Yes<br />
Yes<br />
Please list floor <strong>and</strong> room number.<br />
5 / 519 & 521<br />
Did the front desk verbally advise of your daily continental breakfast for two<br />
Were you able to receive at least a continental breakfast for two without paying<br />
additional money to cover the breakfast each day Note: Continental breakfast<br />
should include at least coffee/tea, one juice per person, <strong>and</strong> bread basket.<br />
How was your breakfast amenity provided<br />
What type of breakfast was provided<br />
Was breakfast automatically credited upon check-out<br />
Yes<br />
Yes<br />
Restaurant<br />
Full Breakfast<br />
Yes<br />
Provide feedback on breakfast amenity.<br />
The breakfast amenity was available at either the Ver<strong>and</strong>a or Gallery Restaurant. Both days we opted for the<br />
Gallery Restaurant, a very spacious <strong>and</strong> refined restaurant with both indoor <strong>and</strong> outdoor seating. We sat<br />
outside on the patio overlooking the golf course. The service was excellent; the staff members work as a<br />
team to ensure attentive service to all guests. The food was fresh, delicious <strong>and</strong> well-presented.<br />
Did the front desk verbally advise you of the 4p.m. late check-out<br />
Did you use late check-out<br />
Yes<br />
Yes
Please advise if you had any issues using late check-out.<br />
No issues at all.<br />
Did the front desk verbally advise you of the special amenity<br />
Yes<br />
Please describe the special amenity at this hotel.<br />
US$100 spa services credit to be used during your stay.<br />
Were there any additional restrictions placed on the special amenity For<br />
example, specific times, restricted menu, or specific days of the week for usage.<br />
Did you use the special amenity<br />
No<br />
Yes<br />
If yes, please provide additional comment / feedback on the special amenity.<br />
I used the special amenity at the salon associated with the spa as there were no spa appointments available<br />
due to it being Mother's Day Weekend Apparently the Spa at Ballantyne is extremely popular (!), especially<br />
at Mother's Day <strong>and</strong> I can see why. The spa menu is full of luxuriious <strong>and</strong> indulgent treatments which I would<br />
love to experience. My experience at the salon was great; the spa receptionist was patient in trying to<br />
schedule me for an appointment <strong>and</strong> the salon staff member I was booked with (Christian Rogers) was<br />
professional <strong>and</strong> personable. Christian offered me a glass of wine, champagne, coffee, etc. which was a<br />
nice touch. I opted for a glass of Chardonnay which was crisp, tasty <strong>and</strong> refreshing.<br />
The location of the spa is perfect as it is on one end of the property, next to both the indoor <strong>and</strong> the outdoor<br />
pools so spa guests are able to take advantage of the pools without having to walk through the hotel to get<br />
there; it's laid out very nicely.<br />
If you were not initially advised of the four FH& R benefits, upon prompting, did<br />
the front desk sufficiently communicate the amenities<br />
NA<br />
PROPERTY & ROOM QUALITY<br />
Rate the quality of the property's guest rooms.<br />
Excellent<br />
Comment / <strong>Feedback</strong> on the property guest rooms.<br />
The guest room we had was spacious <strong>and</strong> extremely comfortable; it had everything you'd want <strong>and</strong> more.<br />
Flat screen TV <strong>and</strong> Bose stereo, very nice. The marble bathrooms (we had 2 since we were upgraded) were<br />
gorgeous <strong>and</strong> appointed with plenty of sumptuous Frette towels <strong>and</strong> good size aromatherapeutic Remede<br />
toiletries (not tiny bottles!). I actually think the bathrooms were more beautiful than the guest rooms! The<br />
bed was super comfortable <strong>and</strong> the room was well laid-out. The Ballantyne also provided complimentary<br />
water bottles, Starbucks coffee <strong>and</strong> replenishes them as needed. There's also a stack of current magazines<br />
in the room to appeal to any interest. Turndown service was great, especially the chocolate on the pillow was<br />
high quality. Overall, the room was excellent. My only suggestion is the internet should be complimentary;<br />
the Ballantyne provides so many complimentary amenities it seems petty to charge for internet access.<br />
Rate the quality of the property's service levels.<br />
Excellent<br />
Comment / <strong>Feedback</strong> on front-desk staff & check-in process.<br />
Check in was a breeze. The front desk staff was wonderful. Fahd checked us in <strong>and</strong> explained in detail all of<br />
the benefits of the American Express FH&R program <strong>and</strong> how we could obtain the amenities <strong>and</strong> provided<br />
us with the welcome note <strong>and</strong> the survey. Fahd was extremely knowledgeable about the FH&R program<br />
<strong>and</strong> ensured we knew the amenities were courtesy of the American Express FH&R program. He did not<br />
need to be prompted for anything <strong>and</strong> explained everything clearly <strong>and</strong> thoroughly. The FH&R placard was<br />
clearly displayed on the wall at tht front desk.<br />
Comment / <strong>Feedback</strong> on property's level of service.
As I mentioned previously, what struck me was the service was absolutely flawless. The service was<br />
exemplary from every staff member we encountered <strong>and</strong> you can tell they are guest-oriented <strong>and</strong> genuinely<br />
enjoy working at The Ballantyne. For example, when we arrived, we valet parked. Paul Burns, the attendant,<br />
greeted us <strong>and</strong> parked our car. Many hours later (<strong>and</strong> probably many cars later as the hotel was full) we<br />
went to get our car <strong>and</strong> not only did Paul greet us by name, he remembered where he'd parked our car, he<br />
didn’t need to see our ticket. Every subsequent time we saw him, he greeted us by name even though we<br />
were no longer valet parking. When we left, he was glad to see us again, loaded our luggage <strong>and</strong> gave us<br />
cold water bottles (it was a hot afternoon) <strong>and</strong> we appreciated that.<br />
One staff member (Julian) that was delivering room service stopped what he was doing to walk us to where<br />
we needed to go when he saw we were lost; I’ve only experienced that on the streets of Italy, not at a hotel<br />
in US!<br />
Valerian at the pool was wonderul <strong>and</strong> attentive to all pool guests. We used the outdoor pool both days.<br />
Valerian brought everyone cold water on a hot day <strong>and</strong> refilled often. She ensured the area was neat <strong>and</strong><br />
tidy <strong>and</strong> had her eye on everything to ensure the pool area was clean <strong>and</strong> guests were comfortable.<br />
Rate the quality of the property's public spaces.<br />
Excellent<br />
Comment / <strong>Feedback</strong> on property's public space<br />
The public spaces are warm <strong>and</strong> inviting. There's a beautiful fountain at the entryway when you arrive <strong>and</strong><br />
when you walk through the doors there are gorgeous fresh flowers which are changed daily. The check in<br />
area is functional <strong>and</strong> concierge nearby; you don't have to search for anything. The backdrop for the flowers<br />
is the bar <strong>and</strong> ver<strong>and</strong>a area; dark wood paneling <strong>and</strong> plenty of seating. Very welcoming.<br />
The pool area is secluded, spacious <strong>and</strong> tucked away in a corner of the property. It's accessible via key card<br />
only <strong>and</strong> has many comfortable lounge chairs, tables with umbrellas for eating. It's clean <strong>and</strong> colorful <strong>and</strong> a<br />
great place to relax on a hot spring day.<br />
I'm not a golfer but the golf course is beautiful to look at. We had a room with 2 balconies over the 18th<br />
green, it was very well maintained <strong>and</strong> a serene setting amidst the corporate offices surrounding the<br />
Ballantyne.