ABCs of a Perfect Mystery Shopper Report: Bar Version

A=Appearance

B=Behaviours

C=Checklist of Standards

The italicized paragraphs are the actual instructions given to Mystery Shoppers to evaluate each point.

Appearance

 Staff well groomed and uniformed

Shoulder length and longer hair is pulled back, uniform is not faded, torn or have designs, facial hair is
acceptable as long as well groomed, tattoos and body piercing are acceptable, at least 3 pins were
displayed

 Lanyard with name badge was present

Nametag present even if lanyard and laminate are turned backwards and unreadable. If laminate is empty
should be marked as “No.” Nametags are sometimes present on a lanyard, sometime embroidered on the
uniform and sometimes located on a pin (particularly in the Rock Shop)

Behaviours

 DO smile and make eye contact

BOTH eye contact and a smile must be established

 DO be the first to speak. (10-5-First-Last)

In order to test this, remain silent and allow the employee to speak first. Some sort of VERBAL
acknowledgement should be extended and may include, but is not limited to a greeting (good
afternoon/evening/hello), a funny comment or offer of assistance. The bartender should not offer a generic
“Can I get you something?” greeting.

 DO be the last to speak. (10-5-First-Last)

In order to test this, remain silent at the end of the interaction and allow the employee to
speak last. Write the parting remark in the comment section of the checklist

 DO show a ‘level of engagement’ when asked about memorabilia, current

promotions or the Hard Rock brand

The server should discuss the memorabilia, restaurant events, music, or other Hard Rock
related information. Ask a question at the end of the bar visit to give the bartender ample
opportunity to volunteer information. If you observe other guests and the bartender discussing
these items, you can answer with your observations and will not need to ask a question

 DO NOT eat, drink, smoke, or chew gum in view of guests

No bar staff member was observed eating, drinking, smoking or chewing gum
Checklist of Standards (Twelve Points of a great bar visit)

 DO smile and welcome the guest with a sincere greeting.

 DO suggest a specific cocktail or a premium/speciality beverage

In order to test this, ASK a question. Also, you must order a mixed cocktail containing a generic liquor –
gin/tonic; vodka/oj; rum/coke. If a specialty beverage or a specialty glass is promoted, this does count as
an upsell. Do not automatically order a specialty beverage because they already contain premium liquor.

 DO deliver the guests’ drink to them within three minutes.

Start your clocks and note the amount of time it took from order to delivery in your comments

 DO offer the guest a menu

They should offer a menu, ask if you want to order, or inquire about your plans for the
evening in order to determine if you plan to eat at the bar or in the restaurant

 DO present the guest a Rock Shop and describe what it is

This is a small brochure containing items available in the retail store. The bartender should
present the menu AND explain what it is. If items are specifically pointed out, make sure to
make note in the comments

 DO wipe and bus the bartop or table within 60 seconds after a guest departs

This one is tricky – you should watch other guests depart in order to test this. If not, leave
something behind and then return to the bar after 30 seconds to see if the counter has been
wiped, or, try to watch as you depart

 DO offer the guest another drink before the first is finished and serve within two minutes
You must drink the beverage within ¼ of being empty. At this time, or immediately after, a second
beverage should be offered. You do not need to order the second beverage. Your goal here it to assess
whether they offer the refill

 DO deliver the tab within two minutes of request

Now it is time to ask for the tab and clock it – was it presented in 2 minutes?

 DO attempt to sell the ALL ACCESS card OR offer to put the total on the card
The All Access program is a paid program, which you will not join. However, the bartender should offer
to place the tab on your card OR ask if you are a member of the All Access program. This will be
reserved for US and European Company-Owned Cafes only

 DO collect the guests payment within 90 seconds

The bartender obtained the payment within 90 seconds of the cash/credit card being placed
on the bar with receipt

 DO return with the guests change or credit card within 90 seconds

If paying cash, do not provide the exact amount. Either provide a larger bill or a credit card
to determine if the change or receipt is provided in 90 seconds

 DO thank every guest and say goodbye as they leave.