Dear Anton Bakumenko,
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
Lotte Hotel Moscow (2 Nights & 3 Days)
👥 Auditors
Couple — Business Traveller
📍 Address
21099, Russia, Moscow, Novinskiy Blvd., 2 Bldg., 8
✉️ Email
reservation@lottehotel.ru
📅 Audit Timeline
Check-In
1st September 2026
Check-Out
15th September 2026
Report Due
15th 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 Couple assignment (Business Traveller).
4
Reservation must be made by calling the hotel. Make the reservation call using a natural, specific room request without introducing unnecessary questions or conversation. The purpose is to assess how the reservation team handles a straightforward guest request; however, the call should remain authentic and not appear scripted or overly investigative, as the hotel is highly alert to potential mystery auditors For the purpose of the evaluation of the "RESERVATION SECTION" conduct a fake call. Record the call and upload in MP3 format to GDI portal. Also evaluate booking via email and website. Do not use the hotel pick-up service; take a regular taxi to the hotel.
5
The name of the Spa is Комплекс — 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: No flight budget as this is a local assignment. Taxi: Use UBER and it will be reimbursed on actual. 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 BudgetNo flight budget as this is a local assignment
Taxi BudgetUse UBER and it will be reimbursed on actual
💳 Expense Limits During Audit
StaySuperior room with breakfast
Bar15,000 RUB
Laundry2 pieces of garments only
IntegrityRUB 1000
SpaCheapest service available
TipsNot to be paid. Will not be reimbursed if paid.
⚠️ If an auditor backs out from a confirmed audit, they will be removed from the panel and blacklisted.
🎯 Areas of Special Attention
- Service to be assesed in details in each department and in every communcation with employees. Please note that the hotel is almost 16 years old so we know that it has some defects in terms of the product. Of course mark them in the needed check lists, but do not pay too much attention - better to focus on the emploees
📌 Special Instructions
Check OutReveal the identity and meet the GM to discuss the missing points
Very IMPORTANTThe hotel has previously identified auditors, so the entire stay must look like a genuine guest experience, not an audit.
Audit coverageDo not attempt to assess every department/facility during one stay; follow the approved deployment plan.
Audio:Record all relevant conversations/interactions clearly and completely; test the recording device beforehand.
CommentsProvide detailed, specific comments for every standard, including “Yes” answers.
F&B detailPay close attention to reservation/arrival, greeting, seating, menu, product knowledge, order taking, suggestive selling, delivery, food quality, table maintenance, attentiveness, complaint handling, billing and farewell.
📱 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.
🍽️ Food & Beverages — Brand-Specific Evaluation Points
F&B Budget: OVO restaurant - 25 000 RUB MEGUmi restaurant - 30 000 RUB The Lounge Bar - 15 000 RUB In Room Dining - 15 000 RUB Meaning that we can have 4 meals + breakfasts included to the room rate (for 2 nights)
📖 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
Lotte Hotel Moscow
gdiworldwide.com