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A LARGE construction client of ours once said to me: “We would like to bring our customer experience in line with that provided by luxury hotels. You’ve worked with a few, so we’d like to benefit from a similar training programme."
This really made me think that yes, many businesses in all sectors could learn a thing or two about how top hotels deliver world-class guest experiences.
We have had the pleasure of working with several luxury hotels including The Dorchester, The Langham, Chewton Glen Luxury Spa, Table Bay Hotel in Cape Town and The Grosvenor House, JW Marriott Hotel in London’s Park Lane. In fact, for The Grosvenor House Hotel we were able to measure (or rather they did) the success of our Walking TALL program in terms of employee engagement and guest experience metrics.
Even for a hotel that was already providing amazing guest experience, we were able to achieve an added unprecedented 15.9 per cent increase in the guest ‘warm and hospitable” experience metric and a five per cent increase in employee engagement from the previous year.