The job of mystery guest: putting yourself in a traveller’s shoes to improve hospitality
- Wednesday, October 13, 2021
- 14:15 - 15:00
- BeActive Arena - Pav. A4
- Michele Prete co-founder of Hospite, trainer, company consultant and lecturer in artificial and emotional intelligence.
- Nicola Bolzan Co-founder of Hospite, trainer, company consultant and lecturer in artificial and emotional intelligence.
Through this book published by FrancoAngeli, the authors provide a real handbook both for those wanting to gain a greater awareness of what mystery guests do, and those who plan to use the services of such a professional for their company.
Mystery guests are in fact extremely useful for the growth and development of human resources, and work to improve the behaviour and skills of the staff, identifying areas for improvement and helping to better understand the guest experience. From the human value to more technical concepts, the book highlights the strategic importance of constantly monitoring the guest experience, in order to create added value for all the parties involved.