Sometimes it’s just little things like a dripping faucet or a forgotten turndown service. Other times, it’s bad luck: staff shortages, a broken air conditioner, tardy room service or maybe a lost suitcase. These are the things your complaint management has to deal routinely with on a daily basis.
But there is an unacceptable limit: A worn down ambience, dirty carpets, filthy bathrooms, a negligently cleaned swimming pool, miserable breakfast or a blasé service. And suddenly the management is surprised by all the negative comments on Tripadvisor and cancellations. This is why we analyze exactly how your team works. We take an unbiased look at the workflow, check the breakfast buffet, inspect the rooms and the cleanliness to find out what should be improved. For each company, wether hotel, resort, airline or cruise ship, we develop an individual concept, suggest updates or refurbishment where necessary and support organizations, teams and individuals in both, the discovery of their potential and the improvement of their performance. We will provide you with practical recommendations for increasing efficiency and, if so desired, we will facilitate in-house workshops for staff training.