Mav Synergy Ltd

Defining principles of hospitality that SHOULD be common place! 5⭐️⭐️⭐️⭐️⭐️ hotels and resorts, pursue excellence at continuously. From incredible product, furnishings, amenities and finishes, you know when you are in luxury. But….it comes at a cost to both the brand, and guest. While much brilliance of a ⭐️⭐️⭐️⭐️⭐️ experience can be attributed to sophisticated (and pricey!) CRM systems, there are elements that only require great training and branding, that can instantly elevate (hate that word btw) to an unrecognizable level. The human touch to deliver an exceptional experience never goes unnoticed 😉 1. Anticipatory Service: Exceptional service isn’t reactive; it’s proactive. Learn from each and every guest/customer interaction and look for trends. Chances are you won’t have continuously new unique requests! 2. Attention to Detail🔎: Carefully considered touchpoints drive experience, reinforcing a sense of care and quality. Use names, learn how a guest typically enjoys being interacted with, but beyond just the guest, keep a keen eye on the surroundings and ambience of your venue👀 3. Empowerment of Staff: Staff at luxury properties are empowered to make decisions in the moment. While this often comes with a “service recovery” budget, that may not exist in more cost effective experiences, the chance to take hold of a guest issue and see it through to resolution, can make a HUGE difference✅ 4. Experience Consistency: Luxury is a promise, and consistency ensures that every guest enjoys the same high standards, whether they’re in the spa, dining room, or their suite. While there may not be the same quality of furnishings from property to property, ensure in your property, everything is done to a consistent, measurable standard📋 5. Communication and Coordination: Strong communication across departments allows everyone to be on the same page, making the guest’s journey feel effortless. Good handovers are crucial 📞 6. Personalisation and Guest Recognition: From remembering a guest’s name to celebrating a special occasion, personal touches show that every guest is valued. A tailored experience fostering loyalty. 🎂 None of these points require hefty investment, or expensive CRM systems. They are all achievable just by caring about your guest, property, brand and just by being the best version of yourself every time you’re in the workplace 😃 Have an amazing Monday! #mavsynergy #hospitality #events #entertainment #cx #customerexperience #guestexperience #GuestCentric #NPS #CSAT #CustomerEffort

HAPPY BIRTHDAY TO US - 3 Years Old Today, we celebrate the completion of three years of the MM&A project. We have evolved into a network of skilled and experienced Associates serving the Travel Industry, with Analytics, Data and Growth Marketing as the core areas of expertise. We have served 18 clients, with the equivalent of over 8,000 hours of work, analyzed 5 years into the future and 10 years into the past, and we're extremely grateful for the trust you placed in us. We’re in North America, South America, Europe and Asia. If you’ve got a data problem, or an Insights need, we're here to help. We also have more than 12 technology partners, a double-digit Associates’ pool and three joint ventures in development. The partners and platforms range from anomaly detection to Front-Line agent incentives, to a traveler segmentation that would knock your socks off. The joint ventures are also exciting, and I’ll be deliberately vague, when I describe them as: 1.     Jazz Hands for Analytics 2.     Malted Treats 3.     Something trippy Hope to share more soon, but for now, we’ll keep it under wraps (you might know how hard that is for me). If you're feeling intrigued, give our page a follow and visit the website, "GreatatData.com". Thanks to the hard-working MM&A team, and Thanks to our customers, Matt

UNCOVER THE SECRETS OF SKAGEN, DENMARK: The Buried Church⛪   Skagen is a charming coastal town located at the northernmost tip of Denmark, where two oceans meet each other: Skagerak and Kattegat🌊   The shifting sand dunes have been shaping Skagen for centuries. One of the best places to see the result of the incredible amounts of sand is at The Buried Church. It was built the second half of the 14 th century and was at that time the largest church in the region. The sand drift began in the 16 th century and reached the church at the end of the 18 th century. In the end the congregation had to dig their way into the church. The struggle against the sand continued until 1795 when the church was closed by royal degree. Today only the tower of the church is visible as the rest of it is still buried by sand⛱️   Skagen also offers stunning landscapes, a unique cultural atmosphere and an artistic heritage that your guests can immerse themselves in🧑🎨   Read more about what the captivating coastal gem Skagen has to offer on our website www.cruisebaltic.com   #Skagen #uncoveroursecrets #northerneurope   Skagen Havn - Port of Skagen

⭐EXPLORING KLAIPEDA: HISTORY, LOCAL CUISINE AND COASTAL CHARMS⭐ Day two of our Baltic FAM Trip brought us to the vibrant port town of Klaipeda in Lithuania! We began our day with a visit to the port, where we enjoyed a boat tour to inspect the facilities. In addition, our hosts enlightened us with information on their upcoming projects, such as a new cruise terminal and their plans for onshore power supply⚡🛳️   After visiting Klaipeda Castle, we headed towards Kretinga, where we learned about the rich history of the monks at the Franciscan Monastery. For lunch, we stayed in the past by tasting their local food traditions at the Traditional Handicrafts Center 🍲   After a rich meal, it was time to visit the Count Tiškevičius Palace and Amber Museum, located in a park with direct access to a beautiful white sandy beach ⛱️   We ended the day with a sneak peek inside the Klaipeda Musical Theater and a delightful dinner at Restaurant MONAI.   Klaipeda offers a rich blend of history, old traditions, culture, and natural beauty. An amazing add-on to a Baltic itinerary!   A huge thank you to our enthusiastic hosts Klaipėdos uostas/Port of Klaipėda, Klaipėdos m. savivaldybė/Klaipeda City Municipality, and the Tour Operators Klaipedos Meja, Klaipėdos Kruizai | CruiseKlaipeda, and Relita.   #CruiseBalticFamTrip #DiscoverKlaipeda #UncoverOurSecrets

“BQ ARE ON!!” This was a phrase so often met with fear and anxiety. All it meant was “Brand Quality have arrived to ensure what we are doing onboard, meets the brand expectations, guidelines and standards” Nothing to be afraid of. I learned this from the best Hotel Directors. In fact, they made me lean MORE into ENJOYING BQ onboard. Having BQ onboard provided a shop window into my leadership of my department. Enabled me to show just how engrained our brand culture and ethos was, regardless of BQ being onboard! Whenever BQ arrived, my reply was either…”so?”…or “brilliant, let’s show them what we are about”. I first became heavily interested in BQ when Royal Caribbean hosted an event called “Anchored in Excellence”. The President/CEO and VPs of the brand would present to the crew from stage with a Q&A in the audience and then have break out sessions where you could sit with one of them and talk. My first AIE around 2006 I was an Activities Manager (Assistant Cruise Director). I had just been meticulously going through our signage collateral to make sure it was to BQ standard. An arduous job. Correct font ✅ Correct spacing ✅ Correct sizing ✅ Correct colour ✅ Correct tone/verbiage ✅ Times written correctly ✅ Correct paper ✅ Laminated ✅ No selotape on show to affix ✅ It went on and on….. I was young and a new manager, much at the start of my career. I chose to have a break out with EVP Lisa Bauer and asked “why are we so fixated on all of the above when it doesn’t improve revenue, nor reduce cost?” She said “you cannot put a price on the strength of a brand and upholding what makes the brand synonymous with quality” That meeting changed my entire outlook and, I FELL IN LOVE WITH BRAND QUALITY. After Royal I worked for a different cruise line for a short period and they did not have an unannounced BQ auditor nor did they want one. They said the word “auditor” was too scary for the crew. To say I could tell the difference between a brand so entwined with standards one one, not-so-much was an understatement! Sadly there was no appetite to hold leadership to account for the sake of the brand. (This said, they did harp on about “brand” but used it more as a “faceless enforcement dept” that was used to decline shipboard requests) To this day I give my own “internal” brand quality audits when I’m on a site visit or indulging in a hospitality experience. Brand Standards are the foundation to create quality. I’m fiercely protective in maintaining my own Brand Standards, in auditing myself! Imagine my surprise when only last week I bumped into Brand Quality auditor Ghada Khamis Amazing to catch up, bounce ideas, and share our passion for branding, protection and elevation that strong, consistent Brand Standards can bring! “Service Recovery” was a hot topic! I kinda wish it was me being audited in fact…. 😉 #BrandQuality #BrandStandards #Brand #mavsynergy #hospitality #royalcaribbean #royalcaribbeanInternational #RoyalCaribbeanCorporateMeetings

I’m thrilled to announce my new role as Vice President Operations at Sodexo Live! After 15 rewarding years in my previous company, I'm excited for this next chapter with the leading organization in this sector. Looking forward to learning, growing, and developing in this exciting role. #promotion #hospitality