Mystery Guest Evaluation · Confirmation · Guest Delight International
To: mivanovskaya@gmail.com
Subject: Rocco Forte Astoria - St. Petersburg, Russia - Reservation Mystery Call Audit
Dear Marina Ivanovskaya,
Please find below the confirmation and guidelines for your upcoming Mystery Guest Evaluation. Please review everything carefully and reach out to Operations with any questions.
🏠 Hotel Assigned To You
🏠
Hotel
Rocco Forte Astoria (Reservation Call)
📍
Address
190031, St. Petersburg, Bolshaya Morskaya str., 39
📞
Phone
+7 812 494 5757
✉
Email
reservations.astoria@roccofortehotels.ru
🌐
Website
https://www.roccofortehotels.ru/en
💰
Audit Fee
25 USD
📅 Audit Timeline
📅
Call Window Start
Sep 21, 2026
📅
Call Window End
Sep 21, 2026
⏳
Report Due
Sep 23, 2026
⚠️ Important Details
- Evaluate all N/A brand standard areas even if they do not personally apply to you.
- Reservation must be made by calling the hotel directly. Record the call and upload it to the GDI portal in the required audio format.
- Cancellation: Cancel within 24 Hours.
- Request the hotel to send a payment link. Do not provide your credit card details and do not make any payment.
📖 Auditor Reference Guide
Please read carefully before your audit.
🔑 Before You Call
📱Log in to the GDI Portal and review all Brand Standard sections and questions before your call.
🚫Remove "Mystery Shopper" from all social media profiles.
📞Make the call during permitted hours (09:00 to 17:00 local time). Do NOT use third-party booking platforms.
🗣️Conduct the call in Russian.
✅ Mandatory Evaluation Focus
◆Emotional Standards◆Product Knowledge◆Personalisation◆Sales Skills
🔍 Evidence Required
✓Audio Recording✓Confirmation Email✓Cancellation Email✓Translation
💳 Payment Instructions
Request the hotel to send a payment link. Do not provide your credit card details and do not make any payment.
❌ Cancellation
Cancel within 24 Hours
📝 Report Writing Standards
- ✔️Every question must be answered: Yes / No / NA. No = explanation + photo mandatory. NA = written justification required.
- 📅Date format: 25th July 2026. Time: 14:30 hours (24-hour 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 · 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."
💬 Assignment Notes
1. Complete the mandatory Auditor Training with the Quality Team before conducting the audit. If the audit is conducted without training, the auditor will be responsible for its cancellation.
2. Conduct the entire call in Russian and record the complete conversation. The recording must be clear, uninterrupted, and submitted with the report.
3. Follow the assigned guest scenario naturally and do not reveal that you are conducting a mystery audit. Allow the reservation agent to demonstrate their natural service, questioning, hotel knowledge, and sales approach.
4. Use a fictitious/dedicated email address for the reservation confirmation. Ask the hotel to send the confirmation and, where applicable, a payment link to this email.
5. Do not provide real credit-card details or make any payment. If payment is requested, politely ask the hotel to send a secure payment link by email.
6. Submit complete supporting evidence: English report, original-language call transcription, English translation, full call recording, and relevant email/confirmation evidence. Comments are mandatory for all Partially Compliant and Non-Compliant responses.
📎 Downloads
Audit Guidelines — not providedBrand Guidelines — not providedScenario — not providedChecklist — not provided
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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.
AD
Andrew David
Program Manager
Warm regards,
Andrew David
Guest Delight International · gdiworldwide.com