THE MGH METHOD™

Professional Hospitality Evaluation Framework

The MGH Method™ is a structured professional framework designed to train Mystery Guests to evaluate hospitality experiences with clarity, consistency and credibility.

It transforms observation into a professional skill, allowing evaluations to be understood, communicated and trusted by hospitality professionals.

Why the MGH Method™ Exists

Hospitality evaluation is often confused with reviews, opinions or mystery shopping.
The MGH Method™ was created to introduce structure, objectivity and professional standards into hospitality observation.

It provides a clear methodology for those who want to operate with credibility, not assumptions.

The 5 Phases of the MGH Method™

1. Preparation

Understanding context before the experience begins.

• Brand positioning and service expectations

• Type of property or venue

• Observational mindset

2. Observation

Experiencing hospitality with trained awareness.

• Service flow and timing

• Interactions and guest treatment

• Attention to details without interference

3. Interpretation

Transforming observations into professional insight.

• Separating facts from perception

• Identifying patterns and inconsistencies

• Understanding why certain moments matter

4. Reporting

Communicating insights clearly and professionally.

• Structured and objective feedback

• Professional language and tone

• Actionable observations

5. Professional Conduct

Maintaining credibility at all times.

• Ethics and discretion

• Confidentiality

• Professional boundaries

What the MGH Method™ Is Not

• It is not about personal opinions

• It is not online reviews

• It is not traditional mystery shopping

The MGH Method™ focuses on professional evaluation, not judgment.

Who the MGH Method™ Is For

• Aspiring Mystery Guests

• Hospitality professionals

• Consultants and evaluators

• Those seeking a structured approach to hospitality observation

How the MGH Method™ Is Taught

The MGH Method™ is integrated across all MGH Academy programs, forming the foundation of the Advanced training and certification process.

Students learn not only what to observe, but how to think and operate professionally.

Important Clarification

The MGH Method™ provides professional training and preparedness. 

The MGH Method™ is the foundation of all MGH Academy programs.
The Essentials course introduces its core principles, while the Advanced program develops full professional application.