To improve its service performance the owner of the Cluny Bank Hotel a small family run hotel in the UK, decided to put themselves in the guest’s shoes. A welcome package was developed based on key tourist motivations, guests were welcomed by name, given a drink at the bar to stimulate opportunities for staff to learn about holiday plans - staff were required to learn at least three special things about each guest, e.g.. favourite blend of tea, a birthday and a special occasion. The approach c...

BPIR Categories

1.1.4 Conduct customer interviews/focus groups

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