Mystery Visit
A 24 to 48 hour immersion, from booking to post-stay
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Our expertise
Hotel quality audit: measure the gap between your standards and the reality on the floor.
A structured operational assessment, conducted with your house’s framework or with a grid built on its DNA, to obtain a comparable picture of your level of service.
Stakes
The issues this mission addresses.
A standard that is not measured does not exist
A brand framework lives in procedures, rarely in practice. Without external measurement, the gap between intention and the floor widens without anyone documenting it.
Departments that never speak to each other
Accommodation, dining, spa and housekeeping each apply their own reading of the standard. Guests live a single journey and notice the breaks immediately.
Investment decisions that need justification
Executive teams must arbitrate between training, recruitment and renovation. An independent audit puts figures on each department’s gaps and documents the priorities.
Our approach
Four stages, from scoping to debriefing.
01
Scoping under NDA
Scope, departments concerned and applicable frameworks defined in writing. Contractual confidentiality before any access to internal data.
02
Fieldwork
Observation of departments in live operation: front desk, rooms, room dining, restaurants, spa, common areas and housekeeping.
03
Analysis
Point-by-point scoring, cross-reading of observations between departments and identification of root causes at each workstation.
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. The report is organised by department, with a sequenced corrective plan.
What you receive
Usable deliverables, not a document for the shelf.
- 01A grid of more than 500 control points, customised to the house
- 02Report by department, gaps scored and documented
- 03Root-cause analysis at each workstation
- 04Sequenced corrective plan, with owners and deadlines
- 05Executive committee debriefing within 72 hours
Who it is for
Properties concerned
- Hotels of every category, from economy to palace
- Chains, franchises, residences, boutique hotels and estates
- Properties repositioning, renovating or moving up a category
- Hotel and restaurant groups, asset managers and family offices
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
Learn more