Customer service improvement
Our advisory services will address all customer “touch points” - services and experiences to guests, customers and trade intermediaries before, during and after a hotel stay. Such services and experiences include the presence of any hotel message - billboards, website, emails, business cards, signage - the sales presentation - the way the telephone is answered – check in, check-out, post-stay contact - refreshments that are offered - the neatness and cleanliness of the hotel - in short everything that the hotel or the people in the hotel say, show, or tell. It's what the guest and customer takes away from any interaction with the hotel - even if you are unaware of it. Messages and planned hotel guest and customer experiences have to be very intentional so that the desired results are achieved.
Case Studies
Case Study 1: Broken Technology Read more >
Associated Experts
Larry Bowman: is a specialist in the ‘people dimensions’ of the international hospitality business, helping clients to achieve their strategic goals by making effective use of their people as a source of competitive advantage.
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Doug Fiedler: provides advice in building quality, customer satisfaction and ROI for all aspects of food and beverage operations.
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Duncan MacArthur: undertakes operational reviews in the hotel, condo-resort and leisure sectors. His skills and experience are in business planning and start up's, performance improvement, operational reviews and business turnarounds. He adds value to both the operational and people aspects of the business.
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Aurelie Denoueix: spent a few years in Bali where she has found the inspiration to dedicate herself to the spa & wellness industry, and resulting in her creating Asea Spas in France, Turkey and Egypt. This is her version of the Asian flair spa which she aims to share with the world. Since the beginning of 2010, she has expanded her services to spa consulting, building new spa concepts tailor made for the hotel industry.
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Francois Touzin : Francois Touzin provides consulting support and advice to address all operational and strategic developments of a hotel or resort including operational and market surveys, feasibility advice and management structures.
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