Programs To:

- develop consistent, constant and standardized management of customer/guest service and the employees who deliver those services.

- define and manage the Guest Experience to surpass guest expectations

- develop the highest standards essential for ultimate guest service and service excellence.

GUEST SERVICE TRAINING AND CONSULTING

Programs To:

- showcase and develop service excellence in managers and front line personnel

- to identify issues and their relation to the guest experience , tailored to senior executives, managers and/or front line employees

- to better manage the attitude and motivation of employees

CONCIERGE TRAINING AND DEVELOPMENT

- basic skills and career training tools for the concierge profession

- continuing education for professional concierges

- creation and organization of concierge services for a variety of business environments

- private training and development for individual concierge roles

SERVICE/PROFIT ENHANCEMENT PROGRAMS

- profitability analyses of concierge and other guest service roles

- development of tracking systems for guest service impact

SERVICE/QUALITY NEEDS ASSESSMENTS

- research and analyses of existing service delivery and needs of guest environment

- customer/guest surveys and interviews

GUEST EXPERIENCE MAPPING

- evaluation and design of comprehensive guest experiences in various hospitality environments

- analyses of all touch points involved in the delivery of any guest experience

HOSPITALITY MARKETING AND COMMUNICATIONS

- communication and media relations campaigns directed to external markets

- internal communication programs and cross training for service excellence

- web site development and protocols for ultimate service delivery and guest relationships

- image development on service themes

SERVICE PERFORMANCE AUDITS

- customer/guest perception studies, à la mystery shopper

- customer/guest surveys, written, phone and in person

- data analysis of customer/guest feedback tools and responses