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.
Teaching programme
The role and professionalism of the Mystery Guest
Introduction to the tourism legislature:
Liability of the hotelier
Hotel classification
The reception system, departments and professional figures
Perception of the level of quality and services
The importance of Active Listening and CNV
The channels of human communication
The Multi-Sensory Reception
Mystery Call and telephone interview management
MG Boards
Total Quality
Types of Engagement
The Two Indispensable Tools
The “Evaluation” phase”
Mystery Guest “Role Playing”
The Relations of a Mystery Guest
Check Lists
Economic Expectations Report and Relationship with the Customer
Site Inspection
Meet the Customer
Experiential, rural and sustainable tourism
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
Private certificate of course attendance
Occupational safety course certificate (low risk)
Possibility of financing;
CV video realisation;
Reworking and updating the CV for dissemination to companies in the sector at the end of the training course
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:
48 hours of theoretical lectures and practical classroom exercises in a Full Immersion format, spread over 8 hours per day + site inspection including dinner, an overnight stay and breakfast in a hotel ****
Video-cv production
Digital CV editing
CV and video dissemination
20
48 hours+8 hours of legislation
No
Private certificate of course attendance
Site inspection certificate
Occupational safety course certificate (low risk)
No
Italian Italian 
English
Spanish
