Profiting Through Satisfied Customers
With such a wide choice of venues now available for conferences and events, hotels have to compete on every front.
No factor is more significant than having competent, confident and well-motivated staff who are dedicated to ensuring customer care.
However, our client had discovered that ad hoc and unstructured training was not producing the results.
Our consultant, working closely with senior management, established and implemented a training and development programme combining NVQs with 4 star hotel standards to offer a complete package.
As part of the process the hotel achieved accreditation as an Investor in People and a National Training Award.
The effect on customers and staff was dramatic with customer complaints down by over 60% and staff turnover reduced by 27%.
But the most important result was a tenfold increase in cash profit over a four-year period.
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