Secret Shopper

How has this idea enhanced your club's operation, etc.?

We introduced a "Secret Shopper" experience to challenge our Food & Beverage staff in handling difficult member interactions. Our General Manager, in disguise, acted as a “challenging member” with a fake membership number, testing the staff's ability to remain professional under pressure. The GM was mic’d up, and our marketing team recorded the interactions, including staged, over-the-top requests. Staff reactions and responses were observed and documented, creating an opportunity for both training and entertainment.

This initiative provided hands-on training in a creative and engaging way, helping staff refine their service skills in real-world scenarios. It encouraged problem-solving, adaptability, and professionalism, even in unusual situations. The experience also brought a sense of camaraderie and energy to the team. By combining humor with practical training, we reinforced the importance of exceptional service while boosting morale and creating a memorable team-building moment.

How was this idea implemented, and what have been the club members' reactions?

The process began by creating a believable fake member profile and designing a series of challenges for the GM to present to staff. The GM's disguise and mic allowed for genuine interactions, while the marketing team captured everything on video. After the reveal, staff watched the footage, laughing at the absurd requests and their own reactions.

The response was overwhelmingly positive—staff appreciated the creative approach and suggested expanding the concept to other departments. The exercise was effective in strengthening the team, improving service training, and showcasing our commitment to creating a fun, dynamic work environment.