Any plan is only as good as its realisation. I support you in implementing reasonable measures. We will consider every moment of the customer journey, meaning each point of contact between your guest and your business and your brand, in the digital space as well as in real life. From initial contact to impression in hindsight, there are many opportunities for positive experiences which are waiting to be utilised. Together we will design the customer journey to be your Customer Delight journey.
Inviting, varied offers generate lasting moments of pleasure about which your guests will love to sing their praises. From personal guidance in the spa after a long journey and extra-large workstations for business travellers all the way to a healthy breakfast to go early in the morning for those on their way to catch a flight – service excellence in offer creation means facilitating the seemingly impossible.
Together we will evaluate if and where just a little more is possible to anticipate your guests’ personal needs and to incorporate them into your portfolio of “delightful moments”.
In cooperation we will develop an irresistible offer that delights your guests and makes efficient use of your entrepreneurial capacities.
Your staff is the face of your company. Each cordial, authentic moment of contact with a guest is an opportunity for building a personal relationship and demonstrating the distinct hospitality of your team.
Standardising and communicating how excellent service at your company is realised is vital for ensuring consistent service performance. Documented standard operating procedures will provide your employees with the confidence of doing what’s important.
Inspiring service is a combination of art, artisanry and attitude. Excellent hospitality which enables tangibly appreciative service moments can be learned. Targeted training trains the eye, increases the quality level of encounters and generates more employee satisfaction: ideal requirements for doing one’s best and delighting others.
Communication is the key to informing (prospective) guests about your offer and inspiring them with it. From your booking confirmation to your welcoming greeting in the room to your newsletter, there are countless opportunities to transport your messages during various moments of contact. It is vital in terms of effectiveness for your nuanced communication to contribute to a harmonious brand image and to consider your guests’ varying degrees of susceptibility for certain messages in different situations.
Together we will clarify what defines your business/your brand at its core and develop a package of measures which will reach, convince and inspire your guests.
Your guests want their stay to be at least as pleasant as they have it at home, if not even more pleasant. An inspiring atmosphere enables people to experience your brand on site. From table decorations, flowers, room settings, fragrances in the lobby or furniture arrangements – refreshing your ambiance will make your establishment shine and make your guests beam.