Mystery Guest Course

Milan, 20 to 25 November 2023


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Our lecturer Luciano Manunta talks about the figure of the Mystery Guest on TV8

The professional figure

It is indisputable that the quality of an establishment is directly proportional to the satisfaction of each customer. But how can one get a complete analytical picture of one's business, with the knowledge of providing the best quality of each service offered?
This is where the activity of the Mystery Guest comes into play. The Mystery Guest, in the guise of customer X, carries out a careful analysis identifying strengths but also critical points of the establishment in order to improve its performance. He then uses all the services offered, often creating extreme situations, to test the staff's interaction skills as well.
The figure of the Mystery Guest therefore operates incognito, for the benefit of all those hotels or, in general, companies offering goods and services; he provides his high level of professionalism and his strong analytical and critical skills, evaluating every aspect of the company through the attentive eyes of a typical customer, while measuring its quality.

The programme

Teaching programme

  • Outlines of tourism legislation
  • Areas of observation subject to analysis and evaluation
  • The services of an accommodation facility: catering, laundry, fitness centre, swimming pool
  • Evaluation Criteria, Standards Analysis and Quality Measurement
  • The strengths and weaknesses of a service: how to identify and evaluate them
  • Staff evaluation: courtesy, professionalism, problem solving, self control
  • Simulation and complaint handling
  • Perception of the level of quality of services offered
  • Management of relations with the client
  • Guest experience and customer satisfaction
  • Tools used for data collection and evaluation, design of a check list, compilation of feedback forms
  • Defining objectives and targets
  • How to implement a concrete action plan aimed at acting on the areas for improvement identified as a result of the evaluation
  • Objectives and Advantages of a Company
  • Case study analysis
  • Fundamentals and skills of a Mystery Guest, creating a freelancer, how to advertise, advantages of a Mystery Guest

SITE INSPECTION with an overnight stay in a hotel in order to apply the knowledge acquired


Excellent observation skills
Excellent propensity for critical analysis
Communication and organisational skills

Maximum number of participants:
Participants per edition: max 20

Private certificate of course attendance
Occupational safety course certificate (low risk)


Possibility of financing the registration fee;
Career orientation meeting;
CV video realisation;
Reworking and updating the CV for dissemination to companies in the sector at the end of the training course

The teachers of the Mystery Guest Course

Some images from the classroom


The partners

Training project

Propaedeutic phase:

Study of preparatory texts provided by the European Tourism Institute;
3-month Gofluent English language course 'all you can learn' formula. If you already have at least a self-certified B2 level of English, you can choose another of the following languages: French, Spanish, German, Chinese (Mandarin), Portuguese (Brazilian), Dutch, Russian and Italian;
Safety at work course (Legislative Decree 81/08) on FAD platform for the duration of 8 hours of General Training + Low Risk, with relative issue of certificate.

Classroom phase:

Theoretical lessons and practical exercises in the classroom in a Full Immersion format, spread over 8 hours per day + site inspection including an overnight stay

Video-cv production
Digital CV editing
CV and video dissemination


The Mystery Guest Course is also available in an online version
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