Customer service is at the core of hospitality businesses and achieving excellence in this area requires careful evaluation, planning and execution. Service enhancements not only have a direct impact on your top and bottom line but also build a company’s brand, reputation, and credibility. Although this seems straight forward, this area is often overlooked, and this can have a detrimental and often unforgiving impact on your business.
Our experienced consultants work together with your team to identify and implement service enhancements that strengthen the guest experience associated with your brand. We have worked with global brands and independent businesses across all segments of the hospitality industry from full-service offerings through to select-service.
We have helped our clients with the following:
- Build customer centric service cultures
- Examine and improve customer service delivery systems
- Develop and implement service standards
- Develop service planning and measurement tools
- Examine and implement technology solutions to drive productivity
During our unique 2-week opportunity analysis phase, our consulting team uncovers and quantifies processes, management systems, and organizational behavior issues that might be eroding your service levels and profitability. From there, a more tailored and extensive project engagement serves to validate opportunities, jointly develop solutions, and implement best practices.
Rather than just deliver our findings and recommendations to you in a report, our consultants actively assist with implementation while coaching, training, and supporting leaders. This ensures the benefits and underlying changes will continue long after we are gone. The performance improvement is carefully tracked, to ensure results are realized in financial performance and satisfaction metrics. Results from our engagements meet or exceed initial expectations over 90% of the time and the average return on investment is between 200 – 300% within the first year.
Global Fast Casual Restaurant Chain
The more locations a restaurant brand or franchise has, the more difficult it becomes to achieve operational consistency. From a financial standpoint, one of the main challenges is to achieve consistent and optimal operational performance across a portfolio.Learn More