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e all know that the success of any organisation depends on how it forges and maintains

relationships with those whom it serves. A recent McKinsey Quar- terly entitled Elevating the customer experience puts customer service in the spotlight and intends to put customer service in front of CEOs. Perceptive leaders know that their success increasingly lies in the customer experience and understanding that how you deliver is as important as what you deliver. According to McKinsey: “Compa-

nies that create exceptional customer experiences can set themselves apart from their competitors and never has this been truer than for those in the hospitality industry. Here, in a competitive marketplace, the customer experience is key to success.” Vienna House is Austria’s largest independent hotel chain and trains its staff using Touchpoint Management,

40 | November 2016 |


To round off TJ’s look at customer service, Mary Isokariari examines training in the hospitality sector

a system that records the ways consumers interact with a business, whether it be person-to-person, through a website, an app or any form of communication. When consumers come into contact with these touch- points, it gives them the opportunity to compare their prior perceptions of the business and form an opinion. Vienna House France, which owns the Magic Circus and Dream Castle hotels near Disneyland Paris, bases its customer service off ering around the idea of travel, discovery and fun! Acrobats, jugglers and clowns feature in the colourful theme that runs throughout the interior of the hotels.

Tailor your service

Kathrin Gollubits, head of HR for the French operation, says: “We give our teams the space to be creative and fl exible to provide a tailored service, such as customising guest rooms for birthday celebrations or wedding

proposals. We also allow loyal guests to book their favourite room, which makes them feel very special. “We like to surprise customers by

off ering coff ee tasting when it’s cold outside, or fresh smoothies in summer, as well as a chocolate fountain for the sweet lovers. During the high season, we put on shows for guests to enjoy.” T e customer journey is getting

more complex. Vienna House knows that the better the brand experience, the stronger the bond with its customers. Gollubits adds: “We believe in the

beauty of simplicity. Life is never boring. We have fun and try out new ideas, so guests can enjoy themselves. T at is what we stand for and those are our values. “T e only way to ensure that our

guests come back again and again is to turn them into fans, so they can rave about Vienna House. We want to be game-changers and exceed expectations by creating memorable experiences that make our guests really happy.”


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