It is, and always will be, true: take care of your customers, and they’ll take care of your success.
Starlight Oasis Hotel is owned and managed by Savannah, a highly experienced hospitality expert. Savannah has successfully grown the company over the years, but not without challenges. Her team's service and her customer base were both headed downhill.
A Cry For Quality Assurance
Savannah had noticed organizational issues that needed a solution. She asked for input from staff and business partners to determine the root causes of the disorganization, then determined these two key issues:
Poor operations: finding and spending the time to hone the processes of bookings, customer interactions, inventory, and staff schedules was difficult for managers and employees.
Housekeeping: rooms needed to be cleaned and prepared at high standards to maintain quality, especially during peak seasons. Customer feedback and reviews called for an urgent need for better cleaning and room turnover practices.
Miscommunication and lower morale are among other issues that had evolved from the poor quality assurance.
Why GettaMeeting?
Savannah chose GettaMeeting to tackle the issues because:
- the comprehensive meeting modules are easy to set up
- the modules require very little technology and resources to host
- fits within the company’s tight budget
Savannah recalled: “As soon as I read the description of one of the modules, I knew GettaMeeting was the right choice for my team because of all of the extras that come with them - the activities, decoration ideas, playlist… it all was exactly what my team needed to come together in a casual but professional way. Plus, you just can’t beat the price!”
Due to the nature of the team’s main challenges, Savannah decided on the "Get Organized: Mise en Place" module from the Employee Empowerment Series.
How The Team's Service Transformed
Preparation and Facilitation
Preparing for the meeting was easy, fast, and required minimal effort. Savannah purchased and downloaded the meeting video and meeting enhancements PDF, then sent out a meeting invite for the following week.
Using the enhancements PDF, Savannah curated a fun and engaging meeting. She printed the inspirational quotes, book club questions, and word cloud to hand out to meeting attendees. She chose and ordered fun takeaway items for attendees, purchased some of the suggested decor to help communicate the unique culinary theme, and more.
A week later, Savannah began the meeting by explaining the importance of the content, offering snacks, and playing the video for the team. The attendees then discussed the video before participating in the team-building activities.
The Shocking Aftermath
In the weeks following the meeting, Savannah witnessed a huge shift in her team and operations. Because the meeting taught employees to make habits out of routine and enjoy processes, her team began finding purpose and consistency in their roles.
They learned how to prepare better and in advance. Savannah, in particular, applied this lesson to produce a better system for staffing and training so that every role was covered at all times and her team was prepared for challenges.
Customer service improved as team members were taught to “read, review, practice,” which created a more consistent level of service.
Housekeeping processes were optimized when housekeepers reorganized their tools and determined a strict standard for cleaning rooms. Learning the six golden rules helped the housekeeping team maintain their quality of work.
By dedicating time every week and using their new knowledge combined with expertise, all team members worked together to optimize and reorganize other areas and processes, such as calendars, schedules, lines of communication, inventory, and booking platforms.
Savannah saw the effort pay off when customers left satisfied, and reviews jumped from an average of 3-stars to 4.5 in just 4 months. Best of all, Savannah’s team became more productive, professional, passionate, and motivated, creating a safe and pleasant work environment.
For similar results, purchase GettaMeeting's modules today and revolutionize your meetings.
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