Fired because of secret shoppers

But disciplinary action reduced, reversed prior to arbitration
By Asha Tomlinson
|Canadian HR Reporter|Last Updated: 09/04/2003

They may be shopping undercover in a store near you, lurking in aisles waiting to spot something out of the ordinary. When it comes to secret shopping, everything is kept under wraps and not even the employers who hire them know when they’ll make a guest appearance.

For nine employees at the Radisson Hotel Saskatoon a secret shopper visit meant firings and suspensions. Four Radisson employees were fired and five disciplined after secret shoppers reported poor performances. Some workers failed to add a coffee or milk to the shopper’s bill, going against company policy, which requires employees to make a new bill with the additional costs.

“It’s for the integrity of the business, to make sure transactions are being properly recorded. It’s an ongoing situation that has occurred in the hotel,” said Claude Marcotte, Radisson’s former general manager.