Online course for Mystery Guest

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 hotel establishments 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.

Who is it addressed to?

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

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

LEGISLATION MODULE - 8 HOURS ONLINE 

Tourism legislation
The Tourism Code and the Protection of Travellers
Constitutional organs
Local authorities and provinces
Municipalities
The framework law on tourism
Public Administration and Tourism
Indirect tourism administration
The tourism enterprise
Accommodation facilities

The training project

Propaedeutic phase:

Study of preparatory texts provided by the European Tourism Institute;
6-month 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, Portuguese 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:

8 hours online Legislation

48 hours of online lessons + site inspection including dinner, an overnight stay and breakfast in a hotel ****

 

Video-cv production
Digital CV editing
CV and video dissemination

 

Danilo Di Pasquale

Danilo Di Pasquale

He started working for the hotel industry in 1994 and holds two Master's degrees in Hospitality Management and in Revenue Management from Cornell University in Ithaca, New York (USA). He specialised in Revenue Management at the Glion Hotel School, Glion (Switzerland). He founded Suite24 - Hospitality Consulting and Training in 2004.
Luciano Manunta

Luciano Manunta

Hotel consultant and trainer. He has been working in the hotel tourism sector for over thirty years, dealing with Training and Communication Techniques. National President A.i.r.a - national association open to all professionals involved in Hospitality and Hospitality. Vice-President of 'Solidus'; Co-founder of 'Noi siamo il Turismo'. Founder of Hotel & Co and Ospitality Academy. Scientific Director of Ospitality.

Teachers

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