Mystery Visit
A 24 to 48 hour immersion, from booking to post-stay
Learn more
Our expertise
Training and mystery visit: turning findings into skills.
Training designed from your documented gaps, followed by a mystery visit that measures what has actually been absorbed in service.
Stakes
The issues this mission addresses.
Training without measurement proves nothing
Satisfaction expressed at the end of a session says nothing about application in service. Without a later field assessment, nobody knows what was actually retained.
Recurring gaps at the same workstations
The same breaks return at the same moments of the journey: arrival, room dining, billing, handling the unexpected. Training must target those precise sequences.
Teams that change often
Rotation, seasonality, reinforcements: the standard is lost at every onboarding. A training programme backed by regular assessment stabilises the real level.
Our approach
Four stages, from scoping to debriefing.
01
Scoping under NDA
Critical sequences identified from your available reports and measurable progress objectives defined with you.
02
Fieldwork
Sessions built on the house’s real situations: front desk, product knowledge, handling a dissatisfied guest, service protocol.
03
Analysis
A control mystery visit after the training, on the same framework as the initial audit, to compare before and after.
04
Debriefing
Debriefings take the form of a presentation, a sent report, or our Sassurvey tool, which tracks campaigns by outlet, region and area. The review compares before and after the training and flags the points that remain fragile.
What you receive
Usable deliverables, not a document for the shelf.
- 01Training programme targeted at your documented gaps
- 02Materials and service framework handed to the teams
- 03Control mystery visit after the training
- 04Comparative before-and-after progress review
- 05Executive committee debriefing within 72 hours
Who it is for
Properties concerned
- Hotels of every category, from economy to palace
- Restaurants of every type, including brasseries and chain dining
- Hotel and restaurant groups, multi-site
- Properties moving up a category or repositioning
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