Hotel Guest Service Enhancement Programs
Guest Obsession.
Customer service is one of the most important aspects of the guest experience. Providing consistent services levels across all customer moment of truth touch points is impossible without realistic, measurable standards. These standards vary depending on a number of factors, but consistency and the ability to cater to the property’s target demographic is essential. IRHC Group experience working with a diverse set of organizations around the world has provided us with a wealth of practical knowledge regarding appropriate service levels. We have the ability to evaluate a property’s success both quantitatively and qualitatively via our measurement programs. Key aspects of the program include:
The Differentiated Service Experience Balance of Predictability and Unpredictability
International Restaurant & Hospitality Consulting Group Customer Differentiated Service Program focuses on Increasing the Guest Experience by balancing the art and science of Predictability and Unpredictable Guest experiences
“An experience occurs when a company intentionally uses the services as a stage, the goods as a prop, and the staff as the deliverer, to engage individual customers in a way that creates a memorable event.”
- The Experience Economy
- - Identifying Customer Moments of Truth Touch Points
- - Creating A Customer First Culture
- - Implementing and teaching programs like Ten- Five- First and Last
- - Establishing Appropriate Service Levels
- - Developing Realistic Customer Service Standards
- - Incorporating Measurement Criteria into the Review Process
- - Secret Shopper Programs
- - Training Programs
Contact our Hotel Consultant Team for a Risk Free Evaluation and Consultation 877-259-9196
