The executive team at Cathedral Hotels recognises that the commitment of their frontline leaders and team members will be vital if their new “less ordinary” brand vision is to be successful. It is critical that the team members completely understand their vision, and feel empowered to make it happen. They need to be tuned into guests’ emotional needs, actively seeking ways to create unique memories at every opportunity. Here's how we are working together to make this happen...
We began with in-depth mystery guest visits. By putting ourselves in the shoes of the guest, we were able to evaluate their emotional journey, carefully assessing each of the key touch points. We identified:
Negative and positive emotions were being evoked at key guest touch points - evidence of inconsistency.
A range of guest touch points (such as the arrival experience) required critical process improvements.
Customer Experience Strategy
We worked with leaders to create a clearly defined Guest Experience Vision. In a two-day strategic customer experience workshop we defined roles and responsibilities, ensuring they supported the Cathedral Hotels Manifesto.
All leaders took part in a Guest Experience Masterclass, designed to build a guest-centric culture - a culture in which the business is completely aligned with the new vision. Leaders developed new guest experience behaviour standards and created a communications strategy to gain buy-in from the entire company.
We delivered bespoke training to leaders and frontline teams. We explored guest experience trends, guest management techniques and identified departmental improvements.
We have formed a key learning partnership with Cathdral Hotels. We are providing ongoing support and training in guest experience, communication and leadership. We are also defining key job roles and assisting with recruitment.
A Client's Perspective...
"Sidona undertook a full gap analysis of our service and tailored a unique training programme for us. This was very engaging and a great success producing excellent results & significant improvements. I have no hesitation in recommending them."
Jeremy Wall, Director, Head of Hotels, Cathedral Hotels Ltd