La qualità di una struttura ricettiva è direttamente proporzionale alla soddisfazione di ciascun cliente
Milano, dal 17 al 22 maggio 2027
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.
Requisiti e destinatari
Excellent observation skills
Excellent propensity for critical analysis
Communication and organisational skills
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:
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
Stage
No
Project work
No
Private certificate of course attendance
Site inspection certificate
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
Training manager Suite 24
Danilo Di Pasquale ha iniziato ad impegnarsi per l’industria alberghiera nel 1994, ha conseguito due Master in Hospitality Management ed in Revenue Management alla Cornell University di Ithaca, New York (USA). Si è specializzato in Revenue Management alla Glion Hotel School, a Glion (Svizzera). Dal 2004 ha fondato Suite24 - Consulenza e Formazione per l’Ospitalità con cui si occupa di progetti di sviluppo alberghiero, organizzazione dell’Hotel, pianificazione strategica, formazione, strategie di vendita, strategie di revenue management, controllo di gestione. Svolge attività di formazione per alberghi in Italia ed Estero: Qatar, Emirati Arabi, Polonia, Romania, Moldova, Slovenia, Egitto. Ha avuto il privilegio di tenere lezioni formative per l’Università di Urbino, Università di Ferrara, Università di Iasi (Romania), University of Chisinau (Moldova), University of Szczecin (Poland) and for the Tourist Promotion Board in Moldova.
Hotel consultant and trainer. He has worked in the hotel tourism sector for over thirty years, dealing with Training and Communication Techniques. He has collaborated in the drafting of school texts, currently in use, for hotel institutes. National President of A.i.r.a (Italian Association of Hospitality and Hospitality), a national association open to all professionals involved in Hospitality and Hospitality. Vice-President of 'Solidus', a permanent forum grouping eight of the most representative groups of tourism professionals. Co-founder of 'Noi siamo il Turismo'. Founder of Hotel & Co and Ospitality Academy. Scientific director of Ospitality.
Il Mystery Guest effettua un’attenta analisi individuando punti di forza ma anche criticità della struttura
Progettato per coloro che puntano a eccellere nel settore dell’ospitalità di lusso
L’addetto al ricevimento svolge il ruolo di consulente per i clienti sulle cose importanti da vedere
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Corso per Consulente per la Qualità Alberghiera – Mystery guest
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