At Choice Hotels, as part of our renewed focus on Customer Service, we are sending our entire corporate team out to spend a day in a hotel as part of the hotel staff. The initiative was developed to give the Choice Hotels team a valuable insight into the day to day running of a hotel and the challenges faced by hotel staff. The head office to front office program will coincide with the Customer Service Institute of Australia’s National Customer Service Week, 7-11 October and continue until the end of November.
Our chief executive officer, Trent Fraser will be one of the first to kick off the initiative and has this to say about the experience. “Superior service is the big differentiator in our industry and whether it’s working the front desk, lending a hand to housekeeping or taking orders from the bar, I’m looking forward to getting my hands dirty,” said Mr Fraser.
“Choice Hotels properties that have a strong customer service focus enjoy a sustainable competitive advantage, attract better customers as well as more talented and motivated employees. For our business to further succeed, our entire corporate team – from marketing, sales, field services, accounts, legal and our call centre crew – need to better understand our customers and our franchisees. Getting back into hotels at an operational level helps us support our franchisees, learn from them and experience first-hand the challenges within the industry. Our team will also offer guidance and suggestions to our franchisees if we see opportunities where we can collectively improve our service offering to our guests,” said Mr Fraser.
So, if you happen to be staying at one of our fabulous hotels during October or November, go easy on that waiter/barman/receptionist that seems a little out of their depth. They may be more used to corporate meetings than customer service!