Academy - 16/17/18 April 2021: Mystery Guest Training Course - Second edition


Mystery Guest Training Course

3 days of training plus a real mystery guest night

16/17/18 April 2021

Relais Monaco Country Hotel & Spa – Ponzano Veneto (TV)


Course objective

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.


What will you be able to do after the course

After the mystery guest training you’ll be able to:

  • Recognize the departments and roles observed during the course
  • Identify areas of strength and improvement of a company
  • Use consciously the tools of a mystery guest
  • Provide feedback for the growth of the observed staff
  • Use advanced and clear linguistics and terminology
  • Exhaustively write up the post experience report


Target audience

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.


Programme and contents

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).


Times of the three training days – for a total of 20 hours – are as follow:

  •  First day 10 am – 06 pm
  •  Second day 10 am – 06 pm
  •  Third day 10 am – 05 pm



The Mystery Guest training course is recognized by the Institute of Hospitality. This guarantees the validity of the certificate worldwide.



Hospite Alumni

As a participant in a training course of Hospite – The Italian Hospitality Academy, you become part, with numerous benefits, of a network of professionals who share the love for the world of hospitality. This network, active throughout Italy, wants to become a reference point of sharing, growth and confrontation in order to spread the values of hospitality through the professional development of its professionals.


Didactic method

In order to maximize the training efficiency and to understand the usefulness of the techniques and tools presented, the course provides the participants with several exercises and simulations of situations that actually happened.



There are two scholarships that fully cover the price of the course for two candidates UNDER 25. It will be possible to apply till 16 October (included). On 23 October the two names chosen will be confirmed. To apply follow the normal procedure by attaching in addition the letter of motivation and by specifying in the subject line of the email “Scholarship application”.



The Mystery Guest training course gives the right to be added to the list of mystery guest certified by Hospite®. The Hospite team will contact the participants who stood out during the course to give the opportunity to collaborate in real mystery guest projects.



The total cost of the course is

  •  € 798,00 + VAT for enrollments received by 22/10/2020
  •  € 998,00 + VAT for enrollments received from 23/10/2020 to 05/11/2020
  •  € 1298,00 + VAT for enrollments received from 06/11/2020 to 12/11/2020

The price includes:

  • The three days of training
  • The didactic material (slides, data sheets, etc.)
  • The one night stay voucher as Mystery Guest
  • The coffee break
  • The lunch of the first day
  • The certificate of attendance
  • The Mystery Guest certificate
  • Hospite Alumni Community Membership


How to apply

Send your curriculum vitae to The team will evaluate the applications and will communicate the final outcome to the candidates.



Relais Monaco – Lavoroturismo – Leading Hoteliers Network – Institute of Hospitality