Hotel Mystery Shopper online – English version
November 28th – January 10th
La figura professionale
ROLE OF A HOTEL MYSTERY SHOPPER
A Hotel Mystery Shopper, posing as an undercover guest, carries out a careful analysis aimed to assess the strengths and weaknesses of accommodation facilities in order to improve their performances. So, a Hotel Mystery Shopper needs to experience all the hotel offerings, while creating stressful situations to test the staff problem solving and interpersonal skills. He provides the accommodation facilities with his high professionalism, his marked abilities for analysis and critical sensibility. Acting as a typical customer, his role is crucial for evaluating hotel services and products and for making facilities aware of their weak points, so that they can increase their room for improvement.
- Brand protection
- Analysis and assessment areas
- Services offered by receptive structures: restaurant, laundry, fitness center, pool
- Assessment criteria, standard analysis, quality measurement
- Identifying and evaluating the strengths and weaknesses of the provided service
- Personnel evaluation: courtesy, professionalism, problem solving, self control
- Complaints filing and handling
- Acknowledgement of the service quality level
- Managing relations with the client companies
- Guest experience and customer satisfaction
- Data gathering tools, checklists and feedback tabs
- Definition of goals and achievements
- Realizing a solid action plan in order to act on the areas for improvement spotted by the assessment process
- Goals and benefits of a hotel company
- Case studies analysis
- Main aspects and skills of a Hotel Mystery Shopper: establishing oneself as a freelancer, self-promotion and advantages
- Reporting
- SITE INSPECTION – (including a dinner, an overnight stay and a breakfast in a hotel ****) in order to apply the acquired knowledge
Excellent observation skills
High inclination for critical analysis
Communication and organizational skills
Certificate of attendance at the end of the course
Funding opportunities
Reworking and updating of your CV and its spreading among hotel companies at the end of the training course
Preparatory phase:
Study of preparatory texts provided by the European Tourism Institute;
6-month Voxy Language Training Course to self-certify your B2 level of a foreign language. You can choose from the following languages: French, Spanish, Portuguese and Italian.
In-class phase:
48 hours of online lessons
a site inspection (including a dinner, an overnight stay and a breakfast in a hotel ****) in order to apply the acquired knowledge
I nostri docenti
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Dettagli corso:
20
48 hours of online lessons
Certificate of attendance at the end of the course
Certificate of site inspection
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Italian 
English