Mystery Visit
A 24 to 48 hour immersion, from booking to post-stay
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Our expertise
F&B audit: dining room service, room dining, cellar and hygiene under one eye.
Dining is judged at the table, from the guest’s point of view. We audit the full protocol, from taking the order to settling the bill: bistros, brasseries, traditional and gastronomic tables, hotel and group restaurants.
Stakes
The issues this mission addresses.
Procedural compliance is no longer enough
The dish arrives at the right temperature, the wine is served correctly, and the experience stays flat. The gap is played out in a few seconds of presence and in a real level of product knowledge.
A menu that promises more than service delivers
Origins, allergens, pairings, cooking, timing between dining room and kitchen: the slightest approximation is read immediately at the table and ends up in public reviews.
Margin is lost in the dining room
Portions, untracked complimentary items, badly synchronised courses, returned dishes: the real losses stay invisible in a conventional management control report.
Our approach
Four stages, from scoping to debriefing.
01
Scoping under NDA
Agreed scope (restaurant, room dining, bar, banqueting, cellar) and observation windows defined in writing.
02
Fieldwork
Observation in live service: taking the order, knowledge of the menu and the cellar, synchronisation at the pass, table service, hygiene and billing.
03
Analysis
Findings compared against technical sheets and theoretical margins, with a diagnosis at each workstation: kitchen, dining room, sommelier, room service.
04
Debriefing
Debriefings take the form of a presentation to the executive committee, a report sent within 72 hours, or our Sassurvey tool, which tracks campaigns by outlet, region and area. Findings are grouped by department, with priorities set by guest impact and by margin.
What you receive
Usable deliverables, not a document for the shelf.
- 01Detailed F&B report by department and by workstation
- 02Observation grid for dining room, room dining and cellar
- 03Documented hygiene and posture findings
- 04Recommendations on menu, cellar and service protocol
- 05Executive committee debriefing within 72 hours
Who it is for
Houses concerned
- Restaurants of every type: bistros, brasseries, traditional and gastronomic tables
- Hotel and group restaurants, whatever the segment
- Room dining, banqueting and event catering
- Cellars, bars and high value-added dining offers
Areas covered
France, Switzerland and international.
Our missions are conducted in the three languages of Switzerland, in France and, on request, in the rest of the world.
France
Paris, the Côte d’Azur, the Alps, regional cities and resort destinations. Assignments across the whole territory, including peak season.
Switzerland
Geneva, Lausanne, Zurich, Lucerne, St. Moritz, Gstaad and the Alpine resorts. Swiss rigour applied to the standard of the house, in French, German and Italian.
International
Assignments arranged on request in Europe, the Middle East, Asia, Africa and the Americas. For each mission, auditors matched to the market, the local customs and the language of the property; schedule and travel confirmed before engagement.
Frequently asked questions
Questions from management.
Confidential request
Request a confidential audit.
A twenty-minute conversation with our audit direction is enough to qualify your need, the useful scope and the mission schedule. Form reserved for decision-makers.
No information is passed to a third party. The confidentiality agreement is established before any exchange of data relating to your property.
Going further
Related missions.
Standard Creation
Custom frameworks, aligned with the brand DNA
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