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Maintaining Motivation for Outstanding Customer Service

Maintaining Motivation for Outstanding Customer Service. Fiona Vasic – Human Resources Manager Sheraton Towers Southgate. Visualization exercise Basics of our Customer Care Program Motivational Tools Reward and Recognition Performance Management Satisfaction Measures Benefits.

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Maintaining Motivation for Outstanding Customer Service

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  1. Maintaining Motivation for Outstanding Customer Service Fiona Vasic – Human Resources Manager Sheraton Towers Southgate

  2. Visualization exercise • Basics of our Customer Care Program • Motivational Tools • Reward and Recognition • Performance Management • Satisfaction Measures • Benefits The next 20 minutes…

  3. Starwood CaresOur Distinguished Service Culture A powerful phrase that represents our obsession to win our guest through genuine care and triumph over our competitors.

  4. Starwood CaresOur Distinguished Service Culture Caring for Associates Caring for Guests Caring for the Business

  5. The Service-Profit Chain AssociateSatisfaction Guest Satisfaction Revenue Growth Caring for Associates Caring for Guests Caring for the Business

  6. Starwood Cares Phase One Caring for the Basics S - Smile and Greet T - Talk and listen A - Answer and Anticipate R - Resolve

  7. Reward & Recognition • Care Shares Program • Blitzes • Quarterly Care Champions (Briefings) • Champion of the Year • Length of Service Program • ‘Thank You’ Board • Letter from GM • Monthly GMs Lunch • Well Being Day • Christmas Party

  8. Performance Management • New Associate Training Profile • Certification • Ongoing Training • Annual Appraisal • Mentor Program • Manager’s Big Five • 360 degree feedback • StarwoodOne Intranet Website

  9. Satisfaction Measures • Guest Satisfaction Index (GSI) • Associate Satisfaction Index (ASI) Pride Company Culture • Employer of Choice

  10. Benefits • Accommodation Discounts • F & B Discounts • Internal promotions/transfers • Multi-skilling • EBA – no casual labour • Corporate Medical Insurance Plan

  11. Questions ?

  12. THANKS! Come and experience our excellent service for yourself!

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