Consulting

Hospitality is about people serving other people. Excellent service uplifts this industry.

Consulting

We increase performance, enhance professionalism and create added value together.

We address the organizations operating in the world of hospitality and companies that wish to improve the Guest, Customer and Employee Experience through purposeful and well-structured consulting. In detail, we create projects for professional growth by developing the technical and soft skills of those who work in this field and we support organizations to ensure maximum performance, also thanks to the Mystery Guest service.

Benefits and what we can do for you

Training and consulting activities range from soft skills to coaching, from management to incognito audits, and from designing and developing to the smallest detail the guest and customer experience through the Guest Experience manual. The benefits for companies and individual professionals are many and encourage growth on two levels: in the professional sphere and in the personal one.

Guest and customer satisfaction and retention

Employee growth and development

Improved performance and results

Maximized revenue

Employee and guest wellbeing

Increased appeal to talent

What we can do for you

Audit with a certified Mystery Guest

In-class training

On-the-job shadowing

Development of Guest Experience Manual

Coaching

Setting standards and procedures

Team building

Online training

Contact us and let's develop the project for your organization together

Contact us
Hotel
Restaurants
Wellness & Spa
Wine Hospitality
Retail

Our technical and cross-functional areas of competence

Leadership

People Management

Guest & Customer Experience

Communication

Emotional intelligence and linguistics

Sales Techniques

Complaint Handling

Problem Solving

Stress Management

Cost Control

F&B Management

Revenue

An example of Guest Journey analysis

Pre-stay & request of information

POTENTIAL CRITICAL AREAS

  • Lack of proactivity in promotion
  • Unpersonalized information
  • Poor discovery of guests’ needs

CUSTOMIZABLE SOLUTIONS

  • Sales techniques and active promotion
  • Empathic communication
  • Linguistic intelligence
  • Effective storytelling

Arrival & Check in

POTENTIAL CRITICAL AREAS

  • A little warm and empathetic welcome
  • Lack of knowledge and discovery of the guest
  • Standard and unpersonalized service

CUSTOMIZABLE SOLUTIONS

  • Hospitality and empathy
  • Communication and linguistics
  • Effective storytelling
  • Service customization

Room & Stay

POTENTIAL CRITICAL AREAS

  • Difficulty in problem solving
  • Unclear guest expectations
  • Unpromoted Products and Services

CUSTOMIZABLE SOLUTIONS

  • Upselling and cross-selling techniques
  • Effective communication
  • Target and needs analysis
  • Complaint Handling and Problem Solving

Dinner & Breakfast

POTENTIAL CRITICAL AREAS

  • Poor sales approach
  • Management cost dispersion
  • Poorly personalized service
  • Little attention to guests’ needs

CUSTOMIZABLE SOLUTIONS

  • Sales and proactivity
  • Cost control & F&B Management
  • Emotional intelligence and communication
  • Stress management & complaint handling

Spa & Wellness

POTENTIAL CRITICAL AREAS

  • Limited sales proactivity
  • Poorly personalized service
  • Undervalued products and services

CUSTOMIZABLE SOLUTIONS

  • Effective sales techniques
  • Active listening and empathy
  • Analysis of needs and expectations
  • Storytelling and guest loyalty

Check out & Post-stay

POTENTIAL CRITICAL AREAS

  • Unclear calls to action
  • Low guest retention
  • Mediocre feedback collection
  • Little emotional connection

CUSTOMIZABLE SOLUTIONS

  • The role of feedback
  • Emotional intelligence and leadership
  • Effective sales and loyalty
  • Complaint Handling

Download the Guest Experience Portfolio and find out more about customized solutions

Structure the CONSULTANCY

The steps of the Hospite method

In order to develop a customized project coherent with the real strategic and operational needs of the company and its employees, we structure our consulting program by following specific steps.

01

Needs analysis

Together with the Management, we analyze the real needs of the company and the professionals who work there through individual, team and executive assessment interviews.

02

Definition of main goals

Once the company's needs and necessities have been defined, the specific goals of the consultancy, training and coaching activities are set out, defining the methods, timing and people to be involved.

03

Analysis of the in-house experience

Through the Mystery Guest activity, areas of service and facility strength and areas for improvement are analyzed through the perspective of professionals certified on Hospite's incognito auditing methodology.

04

Action plan

The project manager presents the reports of the Mystery Guest experience and plans, together with the management, the most suitable activities to achieve the set goals, enhance areas of strength and develop areas for service improvement.

Schedule an in-depth free call with Francesca

Contact us to develop your training path in Hospite. Francesca will answer your questions and guide you towards the most suitable activity for you and your needs.

Your frequently
asked questions
Our all-round and holistic approach includes heterogeneous activities, such as classroom training, on-the-job coaching, one-to-one and team coaching, and online training support.
Training, coaching and shadowing on the job are the ideal methods for those working in Guest & Customer service: staff receive real-time feedback directly on the job. This allows learning to coexist with the operational activities, ensuring greater retention of concepts than in classic classroom training.
To ensure a valuable offer, we have structured a specialised team. Visit the \"About us\" section and discover the profiles of the team members.
We have been operating for years mainly throughout Italy and collaborate with some foreign companies.
The most suitable service is the Mystery Guest one, because it allows the facility and our team to have a detailed overview of the guest and customer experience and the communication dynamics within the teams.
Our human approach is based on developing strong relationships based on mutual esteem and trust. We strongly believe in the value of feedback for constant improvement and the enhancement of one's areas of strength.

Contact us
to get more information

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