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

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Presentation on theme: "Maintaining Motivation for Outstanding Customer Service Fiona Vasic – Human Resources Manager Sheraton Towers Southgate."— Presentation transcript:

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

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

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

5 Starwood Cares Our Distinguished Service Culture Caring for Associates Caring for Guests Caring for the Business

6 The Service-Profit Chain Associate Satisfaction Guest Satisfaction Revenue Growth Caring for Associates Caring for Guests Caring for the Business

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

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9  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 Reward & Recognition

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

11  Guest Satisfaction Index (GSI)  Associate Satisfaction Index (ASI) Pride Company Culture  Employer of Choice Satisfaction Measures

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

13 Questions ?

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