heiko figge chief operating officer
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&. Heiko Figge Chief Operating Officer. Session Outline. How got involved What it means for Our plan The ultimate goal…. How we got involved…. Hospitality Show Birmingham - An opportunity to work together ‘Putting customers at the core of everything we do’ - PowerPoint PPT PresentationTRANSCRIPT
Heiko FiggeChief Operating Officer
&
Session Outline...
How got involved
What it means for
Our plan
The ultimate goal….
How we got involved…
Hospitality Show Birmingham- An opportunity to work together
‘Putting customers at the core of everything we do’
- Strategies to deliver improved customer satisfaction
A successful pilot in Aberdeen
- HA accreditation @ Airport, Altens & Caledonian A way to assess the effectiveness of
- Improvements/Development to our Brand Operating Standards
- Delivery of the ‘Thistle Service’ Behaviours
What it means for … Continuous improvement - Developing our talent
- Altogether now!
Consistency in service delivery- Savvy service, delivered by people who care
An industry partnership– Recognised for excellence by the
– Industry leading4
Our Plan September 2009
– Launched at “ conference”
September / October 2009
– Self improvement tool prepared by and to support hotels
November 2009
– Aberdeen workshop for Re-accreditation by and
– Launch of “Hotel Assessment Toolkit” to full estate
January 2010
– Regional workshops to provide coaching & support
February 2010
– Aberdeen hotels reaccreditation assessment
April 2010 onwards
– Full estate assessment completed
5
Brand Operating Standards
Our Approach to Service
The Net Promoter Score
• NET PROMOTER is based on research theory by, Satmetrix – a US research organisation and Fred Reicheld from Bain & Company, that one question provides the best predictor of customer loyalty. This question is:
• “How likely is it that you would recommend the company/service or product to a friend or colleague?”
• This question is measured on a scale of 0 – 10 where;
• 9 and 10 = Brand PROMOTER
• 7 and 8 = PASSIVE
• 6 and below = Brand DETRACTOR
Internal Poster Campaign December 2009
to become the first UK hotel group to achieve 100%
excellence accreditation from the Institute of Hospitality, with
all 31hotels becoming in 2010
Hospitality Assured Accreditation
THANK YOU