Spies test new code

Andrew Mathieson
SECRET shoppers will infiltrate Geelong’s leading tourism businesses to comb for rogue operators.
Tourism Geelong is about to commence the initiative to weed out businesses failing to comply with a new code of conduct.
The organisation has sent the voluntary code for its 250 members to put out on display for staff.
Tourism Geelong chairman Nicholas Heath expected the secret shoppers to advise some operators how to “do their job better”.
“The secret shopper visits the premises unbeknown to the operator and provides a review of that operator to us,” he said.
“It’s really so the operator can improve its performance and we hope most operators will take it at that.”
Mr Heath said the secret shoppers would report back to participating members and the tourism authority so it could “evaluate” performances.
A consensus of members had approved Tourism Geelong’s plan to flood secret shoppers through their premises, he said.
“We asked members would they like this and, in some instances, we suggested to a member that we thought it would be an appropriate activity for them.”
Mr Heath said several tourism operators were on the board and a sub-committee behind the new code of conduct.
The code asked operators to adhere to seven points including delivering services with “integrity”, acting honestly, fairly and equitably, not discriminating against customers, striving for environmental best practices and acting as ambassadors for Geelong.
Mr Heath said Tourism Geelong had not introduced the code in response to negative customer reports.
“There was no instance of a particular action that made us believe that we suddenly needed a code of conduct,” he said.
“It was believed it was just appropriate to do so as a professional organisation. As a peak body, we should be putting forward a set of goals that people should aspire to.”
Mr Heath said the code would increase professionalism to ensure a “consistent experience” for visitors.