Many businesses hire a “secret shopper” to evaluate the services they offer. You will become a secret shopper for a tourism/hospitality operation by evaluating their customer service and offering constructive feedback and suggestions.
Choose the operation you wish to evaluate and record it with your instructor to avoid duplication. Select a restaurant, hotel or a tourism organization from the list below.
TOURISM examples• Manitoba Museum
• Canadian Museum for Human Rights
• Winnipeg Zoo
• Fort Whyte Center
• Children’s Museum
• McPhillip’s Street Station Casino
• Regent Street Casino
• Other tourism businesses, please confirm with your Instructor.
To begin evaluating their customer service skills call the business and make inquiries and a reservation, if appropriate. Inquire about hours of operation, activities or the menu and any special promotions or events. Your inquiry should also include the challenge of serving a customer with a disability such as a wheelchair or visual impairment. You can also test their product knowledge by asking about serving a customer with a nut allergy in a restaurant or language services in an attraction.
Next, conduct research to see if the business has a website. If so, evaluate the usefulness of the information offered and if it is consistent with the information you already have.
Finally, visit the operation and become a customer by using their services. Evaluate the customer service skills of all employees that you come in contact with. Complete the assessment form and answer all questions outlined in the assignment.