Panoramica del corso

The job of a Mystery Guest is exciting and very touchy at the same time. Providing specific feedback to a company (hotel, store, SPA or restaurant) on the quality of the offered services, requires different abilities which must be trained consistently. The course aims to train the participants on the competences and skills required to fulfill the role of a Mystery Guest with awareness, attention and professionalism.

Cosa imparerai

The course lasts three days, during which the following topics will be covered: • Standards and parameters: what makes the difference in a hotel • The analysis of the departments to take into account • The phases of the Mystery Guest’s work: the preparation, experience and the reporting • Preparation: how to best structure and organize the work • Experience: what to do and in what order • Reporting: how to write up the report exhaustively • Use the correct linguistics when reporting • The tools of the mystery guest: what to always have with you • The main mistakes to avoid • Exercises: role play and simulations on real cases In addition, to get the certificate issued by the team of Hospite®, the course includes one night’s stay in a Hospite® partner hotel. The purpose of this experience (to be carried out following the three days of training and within one month after the end of the training) is to write up a report that will determine the successful attendance of the course and the delivery of the certificate. The cost of the stay and standard services (dinner and breakfast) are included in the course price (for more information please contact Hospite team).

Dettagli del corso

Per chi è il corso?

The course is addressed to those who want to work as a Mystery Guest and to all hospitality professionals who want to enhance their own observation and analysis skills and to strengthen their role in the company. In order to have a homogeneous class that receives the utmost attention from the trainers, the course is limited in number for a maximum of 16 participants. The training will be held in Italian; good knowledge of the hotel industry is required too.