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AIRPORT HOTEL CASE STUDY: Step 3, MYSTERY GUEST REVIEWS

admin 02.06.2018 Customer Experience, Customer Satisfaction, Customer Service, Learning Curve, Mystery Shopping, Research 0

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Our initial training session with the front desk team of Hong Kong’s busiest airport hotel, explored the world of the guest, quizzed staff...

AIRPORT HOTEL CASE STUDY: Step 2, GUEST SERVICE WORKSHOP

admin 14.04.2018 Customer Experience, Customer Satisfaction, Customer Service, Learning & Development, Learning Curve, Research, Training 0

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Do front line staff really know what the guests expect? In partnership with Hong Kong’s busiest airport hotel, Learning Curve and the Front Desk...

AIRPORT HOTEL CASE STUDY: Step 1, PRE-PROGRAM RESEARCH

admin 02.02.2018 Customer Experience, Customer Satisfaction, Customer Service, Learning & Development, Learning Curve, Research, Training 0

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CASE STUDY - Front Desk Team Guest Experience Development Does Employee Engagement have a direct effect on guest experience? Many studies have suggested so and...

AIRPORT HOTEL CASE STUDY: Front Desk Team Guest Experience Development

admin 10.01.2018 Customer Experience, Customer Satisfaction, Customer Service, Learning Curve, Mystery Shopping, Research, Training 0

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INTRODUCTION Past the front door with a tip of the hat from the door man, a smile from the concierge across the way and...

What do we want? Sustainable retail growth. Where does it start? RIGHT HERE.

admin 24.11.2017 Customer Experience, Customer Satisfaction, Learning Curve, Research 0

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Take the focus away from tourists. If we want sustainable retail growth, motivate the Hong Kong spenders. According to the recent Retail Management Association’s...