HK RESTAURANT CASE STUDY: Step 1, ENGAGEMENT EVALUATION
EMPLOYEE ENGAGEMENT IN RELATION TO CUSTOMER ENGAGEMENT In this initial stage, Learning Curve gathered and evaluated customer and employee engagement levels through regular customer...
HK RESTAURANT CASE STUDY: An Introduction – Employee Engagement in relation to Customer Engagement
08.10.2018
Customer Experience, Customer Satisfaction, Customer Service, Learning & Development, Learning Curve, Research, Training
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INTRODUCTION It’s a well established fact that the hospitality industry in Hong Kong is cut-throat. It seems restaurant groups are constantly tweaking their formulas...
AIRPORT HOTEL CASE STUDY: Step 5, FRONT DESK TEAM TRAINING
26.09.2018
Customer Experience, Customer Satisfaction, Customer Service, Learning & Development, Learning Curve, Training
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After sending in an array of Mystery Guests in previous weeks, we arrive at "Front Desk Team Training" the fifth step in our...
AIRPORT HOTEL CASE STUDY: Step 4, SENIOR MANAGEMENT COACHING SESSION
20.07.2018
Customer Experience, Customer Satisfaction, Customer Service, Learning & Development, Learning Curve, Training
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Following the guest, employee and Mystery Guest research collated in the last stage of our Engagement Project, we’re now armed with qualitative and...
AIRPORT HOTEL CASE STUDY: Step 3, MYSTERY GUEST REVIEWS
02.06.2018
Customer Experience, Customer Satisfaction, Customer Service, Learning Curve, Mystery Shopping, Research
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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
14.04.2018
Customer Experience, Customer Satisfaction, Customer Service, Learning & Development, Learning Curve, Research, Training
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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
02.02.2018
Customer Experience, Customer Satisfaction, Customer Service, Learning & Development, Learning Curve, Research, Training
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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
10.01.2018
Customer Experience, Customer Satisfaction, Customer Service, Learning Curve, Mystery Shopping, Research, Training
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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.
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...
Hong Kong Retail, is it just Monkey Business for 2016?
23.02.2016
Customer Experience, Customer Satisfaction, Customer Service, Learning & Development, Learning Curve, Mystery Shopping, Training
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WHAT'S IN STORE FOR HONG KONG RETAIL? A New Year fortune stick ritual at Che Kung Temple recently prophesied Hong Kong is set for...
