Ep 9. Undercover Boss: BUSTED!

During season 5, episode 9 of Undercover Boss, titled "BUSTED!", the CEO of Diamond Resorts International, Stephen J. Cloobeck, goes undercover in order to see what challenges his employees face daily. Diamond Resorts International is known for providing luxurious resorts, hotels, and vacation options. Cloobeck goes through extensive training for each position he will work at, such as working as a timeshare salesman, as well as a maintenance worker, among others.

In each new position, Cloobeck learns more about his employees and the work they do. His experience as a maintenance worker highlights the physical demands of the job and the difficulty of managing time to complete tasks within a set timeframe. The CEO also works as a bellman, where he experiences firsthand the difficulties of constantly being on his feet and the importance of being friendly and accommodating to guests.

Throughout the episode, Cloobeck is met with many challenges. One of the most significant challenges the CEO faces is during his day as a timeshare salesman. He struggles with the pressure to sell customers timeshare packages and meet sales quotas. His experience brings to light how difficult it is to work in sales.

Moreover, Cloobeck discovered some inefficiencies in the company. For example, he identified issues with poor inventory systems and outdated technology that impact employee productivity. These challenges provided insights into how Diamond Resorts International can improve its operations to better serve its customers.

The CEO also builds relationships with his employees by getting to know them on a personal level. He learns how their family lives and personal experiences have impacted their work and strives to address their concerns. Cloobeck discovers that his employees often feel undervalued and underappreciated despite their hard work and dedication to the company.

The episode ends with Cloobeck revealing his true identity to the employees who have worked alongside him, and he expresses his gratitude for their hard work and contributions towards making Diamond Resorts International successful. In the moments that followed, employees shared their own experiences and voiced their concerns to a receptive CEO.

Overall, "BUSTED!" is an emotionally compelling episode of Undercover Boss. Cloobeck's experiences brought to light the challenges faced by Diamond Resorts International's employees and illuminated areas for improvement within the company. The episode highlights the importance of recognizing the efforts of employees and provides insights into how leaders can foster a positive work culture.