Improved Consistency Drives Guest Satisfaction
"Food and Beverage is Now More than Service in this Hotel"
A 5 star South African Hotel wished to give their Food and Beverage service providers the mindset and skill-sets to create a differentiating Guest Experience. Guests had commented that the service they received was unpredictable and did not reflect their expectations of a hotel of that standard. Food and Beverage providers needed the confidence and competence to creatively and consistently address customer’s needs and challenges while operating within their scope of authority. Our team designed an impactful Guest Experience programme where these Food and Beverage service providers were able to learn new skills to deliver a memorable guest experience time after time.
Building a Culture Designed to Generate Loyalty
"Travel Provider Moves Mindset and Action from Public Transport to Customer Focused Service"
A UK based transportation business needed to create a new Service Culture to deliver on their strategy. To achieve this our team designed a framework and method so the company could continuously take the pulse of the customer experience. Based on initial research to understand the current and desired customer experience we helped our client formulate a service vision and strategise how to make the change. Following this, Service Leadership, Service Management and Frontline Professional development programmes were put in place to give staff at all levels the tools and skills to make needed changes in their ways of working to deliver on the strategy.
Memorable Moments: Achieving Differentiation at the Front
"In this hotel, The Front Desk Truly Delivers on Distinctive and Memorable Experiences"
A new entrant into the 5 star African hotel market sought to develop a culture of service excellence throughout their newly appointed Front Office Team. They wished to deliver a distinct and authentic luxury guest experience from the moment the hotel welcomed its first guests. Front Office Service Professionals were equipped with the skills and techniques required to understand the guest expectations of a world-class property and align these to the hotel’s values and philosophies in order to deliver on the brand promise. Prior to opening, a mystery guest questionnaire highlighted that these objectives had successfully been achieved and that the Front Office Service Professionals left guests with a truly memorable experience of the hotel.