Four benefits of empowerment through induction
Getting the most out of employees, old and new. First impressions count and there are fewer times when first impressions are as vital as...
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 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...
E-SCANNER | EMOTIONAL SCANNER OR AUDIT
Put the E-Scanner on your business The E-Scanner or Emotional Scanner or Audit measure a customer’s feelings about a brand, product or service. It’s...
