Albatross' mystery shopper is designed to improve the hotels' performance. The programme helps management to assess the strengths of the hotels and the areas for improvement in terms of products and services.
Also, it ensures that staff respect the brand’s standard procedures and provides insight on which trainings and workshops the company should invest in. Mystery shopper auditors are selected to represent each hotel's clientele based on gender and age. The audits conducted, based on customer experience, are constructive, relevant, and actionable feedback.