Mystery Guest Course

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.

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