Quality & Standards Audit
Operational assessment across 500+ control points
Learn more
Our expertise
Mystery visits for hotels and restaurants, from economy to palace: the guest experience seen from inside.
A trained auditor lives your guests’ full journey, with no prior notice, then reports what a demanding guest actually observes, sequence by sequence.
Stakes
The issues this mission addresses.
What surveys never capture
A dissatisfied guest rarely complains about a posture, an approximate gesture or a missed attention. Those gaps appear neither in satisfaction surveys nor in online reviews: the next stay simply does not happen.
The written standard, the gesture of the day
A procedure approved in committee guarantees nothing at eight in the evening on a peak-season Saturday. Management needs an independent observation of the real journey, not a reminder of the procedures.
The drift that settles in quietly
Team habits loosen through small accumulated gaps: room standards at the end of the day, accuracy of billing, attention paid to a returning guest. That drift costs a reputation before it costs revenue.
Our approach
Four stages, from scoping to debriefing.
01
Scoping under NDA
Scope of the journey, profile of the target guest and applicable framework. The confidentiality agreement is signed before any data is exchanged.
02
Fieldwork
An anonymous 24 to 48 hour immersion, with no prior notice, across the full journey: booking, arrival, accommodation, dining, departure and billing.
03
Analysis
A factual review of the journey, time-stamping of each sequence and comparison against the house’s framework.
04
Debriefing
Debriefings take the form of a presentation, a sent report, or our Sassurvey tool, which tracks campaigns by outlet, region and area.
What you receive
Usable deliverables, not a document for the shelf.
- 01Full factual report, delivered within 72 hours
- 02Time-stamped evidence: booking confirmation, notes, invoices, file items
- 03Behavioural analysis of the journey, sequence by sequence
- 04Action plan ranked by guest impact and operational return
- 05Executive committee debriefing, by video call or on site
Who it is for
Hotels and restaurants concerned
- Hotels of every category: economy, 2★, 3★, 4★, 5★ and palaces
- Chains, franchises, residences, apart-hotels, boutique hotels and estates
- Restaurants of every type: bistros, brasseries, traditional and gastronomic tables
- Hotel and restaurant groups, multi-site operators 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.
Training & Mystery Visit
Upskilling teams, with field assessment
Learn more