Total Quality Definition:

Govern System of an Organization focused on the participation of all its members, tending to the long-term profitability, obtained through the guest satisfaction and inclusive of benefits both of Organization and Company / Corporation; Business Strategy that generates benefits to the Companies through a new way of working by changing the culture and intervening on the individual elements that make up the culture, starting from Top Management to the individual Officer.

Mystery Guest: carries out the Total Quality Control of Hotel Services by applying targeted Strategies and Techniques of Mystery Guest, directly within the Hotel Structure, with Technical Consultant Specialist in anonymous form, which assumes the role of Guest.

The Mystery Guest is a necessary intervention to be carried out when the Hotel Structure notices decreases in Revenue and Booking.

The Mystery Guest of is designed to observe, analyze and eliminate the criticality of Hospitality (Room Divison and Food&Beverage) and relate the Quality and Standards of Services offered to the Pricing that is required of the Guest.

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