Project | Monte Carlo Societe Bains de Mer


Performance Solutions offers a wide range of solutions. Changing the way people learn, lead, and interact by transforming employees into ambassadors, business into an experience, managers into leaders, and training into impactful learning. We trigger companies to work collectively to create memorable experiences.  Below you’ll find an overview of solutions we offered at Monte Carlo Societe Bains de Mer.

InProve Mystery Shopping

The Challenge

To manage the different booking requests  for their 3 properties in Monte Carlo the company created a central reservation office. Here the clients can arrange their hotel reservations, their Spa-Treatments, Show-Bookings, Meeting and Events and group reservations.

The Solution

Together with the InProve team the Société des Bains de Mer launched a Mystery Call and Coaching Program in 2010 to empower their team of reservation agents based on their individual performance. They did this by improving their strength and weaknesses in order to create exceptional customer experiences.

In addition the Société des Bains de Mer (SBM) used MICE sales cycles to analyze the entire process of selling an event or making a group reservation. The results of these analyses that use real company data to represent a realistic inquiry were used to strengthened the selling skills of the reservation agents.

The Result

In over 9 years of cooperation with the InProve team, the Société des Bains de Mer (SBM) implemented a continuous improvement and training process for their employees at the point of sale that ensures that all their employees are ready to delight their customers on a daily basis.

  • 9 Years of continuous cooperation
  • Over 1100 Mystery Calls reservation request
  • 50 complete MICE Cycle Evaluations
  • 36 Individual employee coachings


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About Monte Carlo Societe Bains de Mer

The history of the resort is closely tied to that of Monte-Carlo. Founded in 1863 by a Sovereign Decree passed by Prince Charles III, this extraordinary enterprise played its part in the birth of Monte-Carlo from its earliest hours of glory, writing the first chapters of an adventure unlike any other, whose consequences are now well-known… Since its foundation, the Société des Bains de Mer has continued to play a fundamental role in the Principality, participating in modern developments and introducing new trends.

For over a century, Monte-Carlo SBM has been responsible for delivering a unique lifestyle, an unparalleled tradition of hospitality and legendary savoir-faire, highly renowned and esteemed by a modern and demanding international clientèle. With over 3000 employees, the Monte-Carlo SBM Group ranks as the leading employer in the Principality of Monaco. Although everyone is aware of its core activities in hospitality, catering and casinos, few realise that the Company offers some 500 jobs in sectors as diverse as entertainment, marketing, the environment, finance, construction and finishing works, well-being, and many more. This diversity of professions and skills guarantees the expertise that the Société des Bains de Mer has offered its customers for over 150 years.

With the State of Monaco as its main shareholder, the Monte-Carlo SBM Resort has a staff of almost 3,000 employees and manages a unique heritage (see our ‘Identity Card’). Its activities embrace numerous fields relating to tourism, leisure and business, casino games, gastronomy, well-being, culture and sports. There are few organisations like it offering such a wide range of skills which are universally admired. A subtle combination of glamour and style, born out of a long-standing tradition and world-renowned hospitality, give visitors a sense that they are at the heart of a legend and becoming part of it.