Hotel Quality Consultant: Control and Inspection Procedures-Online Course for Mystery Guests

Next edition from 04 May to 12 June 2026

 

The professional figure

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

  • 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

 

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;
Reworking and updating the CV for dissemination to companies in the sector at the end of the training course

Propaedeutic phase:

50 hours minimum self-study for the teaching material provided in the preparatory phase and during lectures, including the possibility of reviewing lectures recorded on the platform;
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 online lessons + site inspection including dinner, an overnight stay and breakfast in a hotel ****

 

Video-cv production
Digital CV editing
CV and video dissemination

 

Our lecturers

danilo-di-pasquale
Danilo Di Pasquale
manunta
Luciano Manunta

Need more information?

Download the training brochure
Course details:
Maximum number of participants:

max. 20

Duration:

48 hours

Internship:

No

Certifications:

Private certificate of course attendance

Site inspection certificate

Occupational safety course certificate (low risk)

 

Project work:

No

The IET partners

About us:

Excellent
European Tourism Institute
Based on 143 reviews
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Salvatore Pisanu
I attended a course at the European Tourism Institute with high expectations, all of which were fully confirmed. The course was well organised and engaging, and the lecturers proved to be competent and helpful.
I learnt a lot and shared their approach right from the start.
A learning experience that I highly recommend.
Archangel Clean
Last month I concluded the course with a very satisfying work experience! I was followed from the very beginning with the support of Dr. Ilenia Frachiolla, who was available and attentive to my every need or doubt! The course took place in the beautiful city of Bari with the theoretical phase in the laboratory and on the yacht, followed by Chef Marco!
Fabrizio Milazzo
Very well organised and structured course.
Teachers of the highest level.
All-round professionalism.
Thank you
Bivan
Here we are with my review. I apologise in advance for the delay in posting. What can I say? The onboard chef course was held in Bari in October. Bari is wonderful, from what little I was able to see. The IET staff (including the chef) are knowledgeable and helpful. Of course, if you arrive a little early, they certainly don't make you wait outside; on the contrary, they do. The doctors and their representatives welcome you with an extraordinary smile. A smile that's not entirely expected first thing in the morning. The course lasted five days. The first three were enough to gain the most important knowledge and learn some truly practical recipes, suitable for onboard cooking. The other two days took place literally "onboard" a yacht docked in the city port, not far from the city centre. Some of my companions struggled with seasickness there, while others proved to be sea dogs capable of handling the situation. It's worth considering better management of the onboard space. My only observation: the price is worth it. I only give 5 stars after signing a boarding contract. Thanks, regards.
Noufal Elfetouhy
Giorgia Pappatico
Good experience, professional, friendly and helpful
Marco Pesce
lolly piras
I attended this year's master's course in hospitality management and I must say that I really enjoyed it, the lessons were very well followed both on line and recorded, all the lecturers were very well prepared, empathetic and helpful. Modules all very interesting and well exposed. Secretarial and administration staff always helpful and friendly. I am satisfied with the course now I am confidently awaiting the certificate and the opportunities that will come with this investment made.I recommend it, thank you all.
Elisa Fabbri
Although I followed the Mystery Guest course asynchronously because I was working during the live streams of the lectures, I found it a very engaging course. I think it will be useful to me professionally beyond the Mystery Guest role itself!
John Cassandra
The Mystery Guest course was great. The lecturers were very well prepared and very good and practical in explaining what the role is. The institute is definitely an excellence in preparing you for the world of tourism. I come out of this first experience with IET satisfied. .
Gloria Cerboni
Laura Canepa
I participated in the Mystery Guest course thinking that it would be enjoyable and instructive but the satisfaction went far beyond expectations. The two teachers were very competent and the lessons and their explanations absolutely effective - also pleasant people to have a laugh with every now and then - the tutor Ilenia very efficient before, during and after the course and very attentive to the human aspect of us learners.
I am very satisfied, with everything!
Sofia Vanzetto
I attended the wedding planner course and was very satisfied with it. The lecturers explained the topics very clearly and comprehensively, enriching the lessons with useful information especially on the timeline and the actual organisation of the event and the wedding day itself. My only criticism is that perhaps too much time was spent on the explanation and realisation of the sketches.
Pierfrancesco Fimiani
It was a beautiful experience that enriched me humanly and professionally, thanks above all to the high competence of the lecturers.
Francesca Colasante
Yvonne Dimartina
I took the 2025 course and it was really a wonderful discovery. Complete all-round course.
Maria
Marianna Veronica Gaglione
Elena Vicentini
I attended a course in 2025 and I enjoyed it very much, a serious course, outstanding lecturers and very well organised by those in charge, so I can only recommend it!
Melissa Carroccia
Annamaria Borzì
Nicholas Gotthard
The lecturers are very knowledgeable and explain well
Salvatore Visone
Online course for travel agents. Very professional lecturers, clear and interesting subjects, very inclusive and dynamic lessons.
Paolo Arveda
I am writing about the yatch chef course.
What can I say, all professional and knowledgeable.
The course chef was superbly prepared, as well as nice.
Secretaries were available for all eventualities and Dr Fracchiolla remained available even weeks after the course, to review and disseminate the curricula.
Daisy Amayah
The online Concierge course proved to be a valuable learning experience. The quality of the teaching programme was high, with well-structured content that was up-to-date with the needs of the hospitality industry.

The lecturers proved to be highly professional, imparting not only theoretical knowledge but also practical skills essential for the role. Thanks to their direct experience in the field, they were able to offer concrete examples and useful tips for dealing with real situations.

An added value of the course was the presence of a personal coach, who guided us along the way by helping us to understand how to manage emotional stress, to understand the importance of active listening, and to recognise communication traps. These tools turned out to be fundamental not only for dealing confidently and professionally with clients, but also for how to handle situations in the family.

The practical approach was a key element: through simulations, exercises and case studies, I was able to put into practice some of what I learned,

Overall, a useful course that I would recommend to someone like me who wants to excel in the hospitality industry. .
Kenya Yomaira Herrera Robles
Hostess Steward Course
It was an interesting course, Federica was a very good teacher very professionally in the field, I am happy with all this training.
A stage of much learning together with my comrades.
Thanks to tutor Ilenia for all her availability
Sicily Days
The IET's Concierge course is a comprehensive, high-quality training course, perfect for those wishing to pursue a career in hospitality. The lecturers are experienced professionals, ready to provide practical and theoretical tools to handle guests' requests and resolve complex situations with competence and discretion. Lessons cover fundamental aspects of the role, such as emergency management and attention to detail, preparing you for impeccable customer service. The programme is well structured and allows you to acquire a solid preparation. I highly recommend this course!
Vincenzo Aloisio
The course was very educational and the lecturers and tutors were always available for anything. Too bad about the low participation of the other students but I highly recommend this course to those who are just entering the online world
reinaldo blando
I have just finished the course as a ship's steward, it was a great experience, and from the very first day I got on very well with the other students and with all the teaching staff, who were welcoming and professionally impeccable, I want to thank them for everything, and I look forward to the course as a sailor as well.
leonardo cazzaro
The on-board hostess/steward course was an extraordinary and highly educational experience. From the very first day, I had the opportunity to learn the specific skills needed to work in an exclusive and dynamic environment such as yachts. The course covered a wide range of topics, from customer service management to mise en place and safety management at sea.
The course director and instructor, professionals with long experience in the industry, were able to convey not only the necessary technical skills, but also the importance of the elegant and discreet approach that characterises service on board luxury yachts. In addition, they managed to instil in us their passion for the sea, making each lesson even more engaging and stimulating.
Another highlight of the course was the practical aspect of caring for the boat and managing tight spaces on board. The lessons were very interactive, with a mix of theory and practice that made learning very engaging and useful. In addition, I had the opportunity to come into contact with professionals in the sector and to better understand the real career opportunities that the world of luxury yachts offers.
In conclusion, I highly recommend this course to anyone wishing to pursue a career as a yacht hostess/stewardess. It is a unique opportunity to acquire specific skills, work in an exclusive sector and have the chance to grow professionally in a stimulating and prestigious environment. An educational experience that is truly worthwhile!
Paola Pagin
I have just completed the air hostess course. Course done very well and with very professional lecturers and tutors.
EIT ... highly recommended for a professional career!
Дмитрий 4112926
Stefano Alfarano
Valentina Bresciani
I have done and completed the Tour Leader Course with IET, although the course was done entirely online except for the final part of the workshop I must say that I am satisfied with the result. Our lecturer was very smart and professional in trying to make the lessons as practical and interesting as possible. The final workshop was also very useful and stimulating. I would recommend the course to anyone wishing to work in the world of Tourism as a Tour Leader.
Sabrina Cincotta
I participated in the non-hotel Property Management course and was enthusiastic about it. Content beyond my expectations, very knowledgeable and helpful lecturers.
Tommaso Russo
I attended the Tour Leader course and the final workshop and was very pleased! Tutor and teacher professional and prepared. Interesting course, lots of practical exercises during the lessons and final workshop to put into practice what we studied.
Recommended course!!!
Giusy Broda
I took a specialisation course and was fully satisfied.
High recommend!
Cristina Stocco
I participated in the Tour Leader course and was very satisfied! Very well prepared and professional tutors. Many interesting courses, live, in-person lessons and the opportunity to put into practice what you study
Giulia Rubin
Super interesting topics, addressed by helpful, knowledgeable and undoubtedly experienced lecturers. They not only have competence in their role, but also the ability and patience to transfer information clearly. As for the back office, always friendly and very quick to respond. Highly recommended.
Rita Argelys Ponte
Course completed I must admit that despite being online lessons it was possible to have dynamic interactions. Professors professional and available for clarification, stimulating and kind. Tutor present and available even outside of class, which in my opinion is fundamental.
Eloisa Ingrassia
Milly Nunez
From the very beginning all of the support team was incredible, going above and beyond what I expected! (Thank you Stefania!) Our instructor, Armando, was amazing teaching with passion and professionalism, keys to being a successful tour leader. This was a great experience for me and I look forward to using what I learned to share my passion for travelling with others in the future. From online lessons to the in person workshop very well done.
Federica Crocioni
I took part in the Wedding Planner course last year (November 2024) and it was a really good experience, all based on a high degree of professionalism from both the lecturers and the Institute managers. The course was conducted according to the syllabus in a very precise manner with constant assistance in the classroom from the tutors. We had two fantastic people as teachers who made the time fly by, giving us a great charge and desire to do. Angelo Guarini of Sforzesca, with his elegance and culture, introduced us to the world of organising an event/wedding, starting with the sketches where, surprisingly, we all achieved a good result. ....Her knowledge, professionalism and love in setting the table and taking care of every detail is incredible. Francesca Mastroleo is a fantastic teacher, engaging, motivated and empathetic.... With her it was a very pleasant full immersion from which, even though many of us are in the sector, we came out with the awareness that organising an event with professionalism is something completely different.
I recommend it to everyone who, like us, wants to become a professional Wedding Planner
Federica Crocioni
Nicole Koreman
The Wedding Planner course was very interesting. The lecturers are very knowledgeable and motivated the class, bringing concrete examples from their experience.
Federica Morelli
It was a very nice experience! 3 days of the course to become a Wedding Planner flew by, so much information, everything took care of down to the last detail. The information we were given is like little treasures to treasure, thanks also to the advice we will need to get started! Thanks to everyone, including the lecturers, for this opportunity I was given!
sonia biagioli
They were helpful and pleasant people
Aurora Martelli
Very well organised and structured wedding planner course, with a 3-day full immersion and lessons with professionals who got us involved and explained everything there is to know! Also very nice and helpful tutors, definitely a good training course that I would recommend.
Marco Morelli
Recently completed course, followed on a deferred basis due to work commitments, but very satisfied with the clarity of the lectures, and the positivity and transparency that the lecturers had in explaining all the working methods.

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