2. Sofitel Budapest - 251 Staff FT (200 Casuals) - 350 Bedrooms and suites - 2 Restaurants, 1 Bar - Meeting Capacity for 450 people - Spa and Swiming pool

3. Service Passion “You can’t promise your customers sunny weather, but you can promise to hold an umbrella over their heads when it rains” ANONYMOUS

4. Why did we need to do it? -Low employees satisfaction and motivation -The Management and team in place for 10 to 20 years. -Heavy management structure limiting the communication flows. -Little or no communication to the staff by senior management -Service not consistent and underperforming -Service not up to the level required by international 5 star standards -The need to revitalise the hotel’s image and performance in today’s market Service Passion

5. How did we start? - Evaluation of the current situation and challenges - Interviews with the staff, clients and partners - Ensuring staff members were involved in the program and gaining their commitment (meeting, round tables, etc) - Involvement of an external consultant to assist in making the objectives fit with our plan. - Review of the management structure

6. Service Passion The Journey to Service Passion A Service Culture Program

7. The Mission Statement „At Sofitel Budapest, we will provide to our staff the skills, equipment and support to build their knowledge and confidence to deliver the best service in Budapest. Service is the corner stone of our business because good service brings more sales and good service brings more profit.” Service Passion The Vision „To create service excellence that will make Sofitel Budapest a standard by which other will be judged and an examplary hotel from which others can learn”

8. Service Passion Our Objectives - Create formal standards accross all department to ensure consistent service delivery. - Introduction of a training program that develops behaviours to fit with new culture - Create an environment where employees feel confident in dealing with the guests and their collegues - Keep employees up to date on activities, recognize and reward outstanding performance - Ensure department are supported by developing Customer Service Coaches accross the hotel. - Establish a uniform policy for ALL employees (front and back) - Create a social calendar with a minimum of 2 large activities per year for employees to attend.

9. Service Passion Creating awareness and gaining the commitment form our employees - New uniforms for all the staff front and back of the hotel - Refurbishment of the changing rooms – better colors, lighting – - Creation of a training room, a smoking room - Salaries were reviewed - Staff food was changed to provide better nutritional and varied meals - We created a Birthday Open table - We have a monthly celebration for the employee of the month and the long service staff

10. Service Passion Four Hotels Standards 1)I am proud of my appearance 2)I am proud of my behaviour towards our customers and my colleagues 3)I am proud of my hotel 4)I am positive, enthusiastic and sincere Ten Service behaviours The Ten Service Behaviours focus on excellent social skills and good manners

12. Service Passion Measurements Guests Interviews – Daily face to face interview with a minimum of ten guests- Floor Walks – Daily walk around the hotel twice a day by a Grooming Angel

13. Service Passion „At first, people refused to believe that a strange thing can be done, and then they begin to hope it can be done then they can see it can be done. Then it is done and all the world wonders why it was not done a century ago” Frank Burnett