Driving change is a super power

Clarify what your service represents and your core values and what makes it unique compared to the competition. Communicate these to both employees and customers to ensure mutual understanding and commitment.

Why is this important?
• By having a clear service vision or concept and a selling culture, it becomes clearer to the employees what is expected of them.

Map the customer journey from start to finish and identify all touch points. Analyze these interactions to find improvement opportunities that can elevate the customer experience and increase upsells.

Why is this important?

Through a clear guest journey, you understand the guests' gains and pains and can more easily sell experiences that your guests want.

Create a detailed map (Service Blueprint) of each step in the service process and work continuously to identify and eliminate obstacles. Focus on making the process as smooth and efficient as possible to achieve the highest possible customer satisfaction.

Key questions to evaluate and improve your strategy:

1. Have you defined clear service and sales behaviors?

2. Do you conduct daily Pre-Shift meetings?

• Where you drive overall and individual goals, based on service and sales behaviors.

• Coaches, follows up, documents and reflects.

3. Do you have clear job descriptions?:

• Which includes vision, values, communication and goals?

Why is this important?

Every employee knows what is expected of them and there is a systematic and methodical way that drives behaviors and guest experiences every day. This ensures that everyone is working towards the same goals and standards, which in turn improves both service quality and customer satisfaction.

By following these guidelines, you can create a structure that supports your employees in delivering a consistently high level of service and improving the guest experience, while maximizing efficiency and sales opportunities.

1. Service Vision & Values: This step aims to clearly define and communicate the overall vision for your service. By creating a strong and well-thought-out concept, it becomes clear what your service represents, which core values guide the business and what makes it unique compared to the competition.

2. Customer Journey: Mapping all the steps the guest goes through, from booking to checking out, to identify opportunities for improvement.

3. Touchpoints: All the places or moments where the guest interacts with the service, such as the reception, the room, the restaurant, and the online booking system.

4. Service system (Service Blueprint): A detailed plan that shows how people, processes and technology work together to deliver the service.

5. Empathy and Guest focus: To understand the guest's needs, expectations and feelings in order to create a more personal and satisfying experience.

6. The role of the staff: Training and empowerment of staff to ensure they can deliver excellent service and manage guest needs effectively.

7. Continuous improvement: Constantly collect feedback and analyze guest experiences to make continuous improvements.