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Heiko Figge Chief Operating Officer

&. Heiko Figge Chief Operating Officer. Session Outline. How got involved What it means for Our plan The ultimate goal…. How we got involved…. Hospitality Show Birmingham - An opportunity to work together ‘Putting customers at the core of everything we do’

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Heiko Figge Chief Operating Officer

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  1. & Heiko Figge Chief Operating Officer

  2. Session Outline... • How got involved • What it means for • Our plan • The ultimate goal….

  3. How we got involved… • Hospitality Show Birmingham - An opportunity to work together • ‘Putting customers at the core of everything we do’ - Strategies to deliver improved customer satisfaction • A successful pilot in Aberdeen - HA accreditation @ Airport, Altens & Caledonian • A way to assess the effectiveness of - Improvements/Development to our Brand Operating Standards - Delivery of the ‘Thistle Service’ Behaviours

  4. What it means for … • Continuous improvement - Developing our talent - Altogether now! • Consistency in service delivery • Savvy service, delivered by people who care • An industry partnership • Recognised for excellence by the • Industry leading 4

  5. Our Plan • September 2009 • Launched at “ conference” • September / October 2009 • Self improvement tool prepared by and to support hotels • November 2009 • Aberdeen workshop for Re-accreditation by and • Launch of “Hotel Assessment Toolkit” to full estate • January 2010 • Regional workshops to provide coaching & support • February 2010 • Aberdeen hotels reaccreditation assessment • April 2010 onwards • Full estate assessment completed 5

  6. Brand Operating Standards

  7. Our Approach to Service

  8. The Net Promoter Score • NET PROMOTER is based on research theory by, Satmetrix – a US research organisation and Fred Reicheld from Bain & Company, that one question provides the best predictor of customer loyalty. This question is: • “How likely is it that you would recommend the company/service or product to a friend or colleague?” • This question is measured on a scale of 0 – 10 where; • 9 and 10 = Brand PROMOTER • 7 and 8 = PASSIVE • 6 and below = Brand DETRACTOR

  9. Internal Poster Campaign December 2009

  10. Hospitality Assured Accreditation to become the first UK hotel group to achieve 100% excellence accreditation from the Institute of Hospitality, with all 31hotels becoming in 2010

  11. THANK YOU

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