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
Il ruolo e la professionalità del Mystery Guest
Introduzione alla legislatura turistica:
Responsabilità dell’albergatore
Hotel classification
Il sistema ricettivo, reparti e figure professionali
La Percezione del livello di qualità e dei Servizi
L’importanza dell’Ascolto attivo e della CNV
The channels of human communication
L’Accoglienza poli-sensoriale
Mystery Call e gestione del colloquio telefonico
Schede MG
La Qualità Totale
Le Tipologie d’Ingaggio
I Due Strumenti Indispensabili
La fase “Valutazione”
Mystery Guest “Role Playing”
Le Relazioni di un Mystery Guest
Le Check List
Le aspettative economiche Report e Rapporto con il Committente
Site Inspection
Incontriamo il Committente
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
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 ****
Fase online :
8 ore di legislazione
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)
10 CREDITI FORMATIVI CNF PER GLI ISCRITTI ALL’ALBO DEGLI AVVOCATI
No
NGA Srl
Address: Via Albricci, 9 - 20122 Milan (IT)
Partita Iva: 11633410961
Email: info@istitutoeuropeodelturismo.com
Telephone: 800 09 89 67
Fax: 02 81273974
English 
Italian