Getting basic levels of hospitality is easy, but it’s not always seen. We provide end-to-end packages for the development of your brand, and your people, to deliver the best in class hospitality experience 📧 info@MavSynergy.com 🌎 www.MavSynergy.com #mavsynergy #events #entertainment #hospitality #cx #customerexperience #guestexperience #GuestCentric #NPS #CSAT #CustomerEffort
🇩🇰🇬🇧🇸🇪Strategic Operations Director | CX Expert & General Manager | Driving Excellence in Hospitality | Proven Record of Transformative Strategies & Inspirational Leadership
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