Personal Travel Managers thriving as Signature spies

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TravelManagers has appointed a group of ten personal travel managers (PTMs) to participate in Signature Travel Network’s mystery shopping program throughout 2025. It’s the third consecutive year that TravelManagers’ Operations Manager, Troy Coelho, has been entrusted with handpicking a new crop of undercover agents, all of whom he describes as being highly engaged in working with the global luxury travel provider. “The mystery shopping program is an important tool in Signature’s hotel and resort quality control strategy,” he said, “and it provides our PTMs with a valuable opportunity to experience Signature’s hospitality exactly as their clients do.”

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Each mystery shopper completes a two-night stay at one of Signature’s worldwide collection of luxury hotels and resorts. During their secret sojourn, they assess every aspect of the guest experience, from dining options and spa facilities to service standards and the delivery of Signature’s guest benefits. It’s only at checkout that they uncover their status and wipe their bill. NSW-based PTM Tanya Tyler says her only regret in joining the mystery shopping program in 2024 is that she must now wait three years before she is eligible to undertake another clandestine quest. “Every travel advisor has a bucket list of spectacular properties around the world where they dream of staying – it’s an occupational hazard,” she said. “Signature’s mystery shopper program provided me with a once-in-a-lifetime opportunity to enjoy the full guest experience at one of the most spectacular hotels in the world: the Mandarin Oriental Ritz in Madrid.” “Our new crew of incognito advisors are excited to embrace their secret status and make the most of this unique opportunity,” Coelho adds.

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