Hospitality · Corsi e Master IET

Hotel Mystery Shopper Online - English version

A Hotel Mystery Shopper, posing as an undercover guest, carries out a careful analysis of accommodation facilities

Durata

48 hours of online lessons

Modalità

Online

Partecipanti max

Avvio

In programming

Il corso

ROLE OF A HOTEL MYSTERY SHOPPER

A Hotel Mystery Shopper, posing as an undercover guest, carries out a careful analysis aimed to assess the strengths and weaknesses of accommodation facilities in order to improve their performances. So, a Hotel Mystery Shopper needs to experience all the hotel offerings, while creating stressful situations to test the staff problem solving and interpersonal skills. He provides the accommodation facilities with his high professionalism, his marked abilities for analysis and critical sensibility. Acting as a typical customer, his role is crucial for evaluating hotel services and products and for making facilities aware of their weak points, so that they can increase their room for improvement.

Requisiti e destinatari

Excellent observation skills

High inclination for critical analysis

Communication and organisational skills

Training project

Preparatory phase:

Study of preparatory texts provided by the European Tourism Institute;
6-month Voxy Language Training Course to self-certify your B2 level of a foreign language. You can choose from the following languages: French, Spanish, Portuguese and Italian.

In-class phase:

48 hours of online lessons a site inspection (including a dinner, an overnight stay and a breakfast in a hotel ****) in order to apply the acquired knowledge

Parliamone

800 09 89 67

Certificates awarded: Certificate of attendance at the end of the course
Certificate of site inspection

Discounts and financing

Funding opportunities

Reworking and updating of your CV and its spreading among hotel companies at the end of the training course

Scarica la brochureProgramma, docenti e dettagli in PDF

The programme

01Brand protection
02Analysis and assessment areas
03Services offered by receptive structures: restaurant, laundry, fitness centre, pool
04Assessment criteria, standard analysis, quality measurement
05Identifying and evaluating the strengths and weaknesses of the provided service
06Personnel evaluation: courtesy, professionalism, problem solving, self control
07Complaints filing and handling
08Acknowledgement of the service quality level
09Managing relations with the client companies
10Guest experience and customer satisfaction
11Data gathering tools, checklists and feedback tabs
12Definition of goals and achievements
13Realising a solid action plan in order to act on the areas for improvement spotted by the assessment process
14Goals and benefits of a hotel company
15Case studies analysis
16Main aspects and skills of a Hotel Mystery Shopper: establishing oneself as a freelancer, self-promotion and advantages
17Reporting
18SITE INSPECTION - (including a dinner, an overnight stay and a breakfast in a hotel ****) in order to apply the acquired knowledge

I nostri docenti

Danilo Di Pasquale
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.