Protect Your Brand
With the growth of additional brands in the hospitality industry, consumers may be forced to choose their hotel by location, rate and referrals from family and friends. It is time to focus on building true brand differentiation where hotels refocus on positioning, establishing an image that differentiates and keeps promises. Mediocrity within the guest experience is no longer acceptable. To remain competitive, it is imperative to understand that word of mouth is now electric – hotels are not selling to individuals, but rather networks. Does your organization consistently provide a superior customer experience to build and protect your brand?
Hotels must have insight into the quality of interactions between guests and employees -- the Moment of Truth. The Moment of Truth represents the best opportunity to influence how guests view, value and ultimately, buy into their brand.
Real Feedback, Real-Time
It can take weeks, sometimes months, to discover guest response to your product and marketing campaigns. Communications between managers and employees are subjective and objective based on random observations. Hotel organizations rely heavily on ineffective mystery shopper programs and event surveys, inconsistent guest feedback, and infrequent hotel visits to understand what's really happening out in the field.
Now, organizations can ensure the return on investment on training and marketing programs. The Moment of Truth becomes a part of the daily practice of all departments to measure, monitor and analyze activity against key performance indicators and company initiatives. It will improve, refine and establish business processes, process management and compliance that will affect forecasting and overall productivity.
Benefits Enterprise-Wide
- Identify missed opportunities to up-sell, cross-sell
- Ensure successful sales practices for increasing tentative to definite conversions
- Learn what makes or breaks a sale during site visits or walk-ins
- Reduce costs by eliminating meeting planner surveys and mystery shoppers
- Real-time data supports sales data from macro to micro levels
- Monitor compliance to policies and procedures to ensure efficient handling of a guest or group
- Respond quickly to guest feedback or issues that may compromise the brand
- Provide a positive, consistent customer experience across all channels
- Improve remote efficiencies – hotel visits anytime, anywhere
- Empower employees, managers and corporate leadership
- Involve everyone in the outcome of their individual and hotel performance
- Identify and respond to employee behaviors and practices within 24 hours
- Motivate and reward employees based on consistent, objective assessments
- Deploy best in class practices throughout the organization