The use of a company that provides secret (mystery) shopper services is an increasingly common way to evaluate employees and the service levels they provide in the hospitality industry. To review some of the most commonly offered services of these types of companies, search the Internet and choose two companies that observe employee behavior in hospitality organizations.
Make sure they are legitimate companies as per this article by the Federal Trade Commission: see: https://www.consumer.ftc.gov/articles/0053-mystery….
Write a one page paper, stating the names of each of the two secret shopper businesses you have reviewed, and answer these questions:
1. Based on your review, would you consider hiring a mystery shopping company to assess hourly staff performance in an operation for which you were responsible? What factors might cause you to do so and what factors would deter you from doing so?
2. Would you consider hiring such a company to assess the performance of managers in an operation you owned? What factors might cause you to do so and what factors would deter you from using this type of service?