Icons Hospitality independently evaluates the real guest journey across restaurants, cafés and hotel F&B operations. We observe what actually happens, compare it with your standards and turn the findings into practical actions for management.
Evidence-based evaluation of service, food, standards, cleanliness, ambience and the complete guest journey.
A trained evaluator visits as a normal guest and assesses the operation without staff being briefed in advance. The programme is built around your concept, customer journey and service standards.
The result is not just a score. You receive evidence, priority gaps and practical recommendations that can be used for coaching, SOP improvement and management follow-up.
Seven weighted assessment categories produce a clear overall score out of 100.
| Assessment Area | What We Assess | Weight | Score 1–5 | Weighted Score |
|---|---|---|---|---|
| Arrival & First Impression | Entrance, welcome, waiting time and reservation handling. | 10% | — | — |
| Service & Hospitality | Attitude, attentiveness, product knowledge, communication and recovery. | 20% | — | — |
| Food & Beverage | Quality, temperature, presentation, accuracy, taste and consistency. | 25% | — | — |
| Speed & Order Accuracy | Ordering process, timing, sequence and order accuracy. | 10% | — | — |
| Cleanliness & Hygiene | Dining area, tables, toilets and visible hygiene practices. | 15% | — | — |
| Ambience & Brand Standards | Atmosphere, lighting, presentation and concept consistency. | 10% | — | — |
| Payment & Departure | Billing accuracy, payment experience and final impression. | 10% | — | — |
| Overall Mystery Shopper Score | 100% | — | — / 100 | |
Use the professional assessment form for structured guest-experience evaluation and scoring.
A trained evaluator visits your operation as a normal guest and measures the actual customer experience against agreed standards.
No. The visit is discreet and conducted under normal trading conditions so management can see the experience customers actually receive.
Arrival, service, staff behaviour, product knowledge, order accuracy, timing, food and beverage quality, presentation, cleanliness, ambience, payment and departure.
Yes. The programme can be adapted to restaurants, cafés, hotel restaurants, lounges and other customer-facing hospitality operations.
No. Findings include observations, evidence, priority gaps and practical recommendations so management can take action.
Yes. Repeat visits can measure consistency, verify corrective actions and track improvement over time.
Criteria are agreed around your concept, customer journey, service standards and business objectives before the assessment programme begins.
Tell us about your restaurant, café or hotel F&B operation. We can scope a Mystery Shopper programme around your standards, guest journey and commercial priorities.