TLH STARS Level 3 – DONE!
Written by Jenny on 20th July 2009In the words of a famous chef…DONE! Level 3 of our new and exciting TLH STARS Training, that is.
The most successful part of the programme was, by far, the Customer Experience exercise where everyone experienced things from a customers point of view! With the help of Reception and Housekeeping teams, groups went out to each hotel and checked in as a guest would. Wow, what an insight this gave us! Of course we planned this well so half the groups experienced a good check in and arrival at their bedroom, whilst the other half were not so lucky…and my word, were they “unlucky!” Everything that could go wrong went wrong, from key cards that didn’t work to rude and ignorant receptionist and even as far as rooms not being ready or, in fact, even the correct type! And on a number of occasions, lifts were put “out-of -order” so they had to walk up all the flights of stairs! On the other hand, the groups that experienced a good check in had it made! Polite, courteous, efficient and friendly staff made their experience even better…and of course
Check-in for our staff
no acting was needed by our reception teams to be fabulous!
On a serious note though, although this was only a play-acting exercise for our teams to go through, it really highlighted the emotions our guests can experience on arrival and some great learning points were gained. Even the good experiences had a few hiccups, so some great and useful feedback was obtained and suggestions can be implemented. It was also a great way of getting 200 pairs of eyes looking at things they might not have seen before, for example, bar and restaurant staff who hadn’t seen a guest bedroom before, really felt the benefit of the role playing! We really do want our real guests to have a wonderful experience when they come and stay with us here at TLH Leisure Resort, which is why we place such alot of importance on our customer care training.
Level 4 of our STARS programme will be rolled out after the summer, where I will be running department specific sessions to concentrate on their key areas of customer care. Lots of work to do during the summer months but I am sure it will be worth it!
On a personal note I would like to thank everyone who took part and attended the sessions, specifically our reception and housekeeping teams. Without their help it wouldn’t have been possible!
Will keep you all updated on our STARS programme and I look forward to bringing you more news after the summer!
Where is my bedroom?
I feel this was a very worthwhile exercise which has shown the commitment of TLH in becoming the number one holiday resort in Devon, I have personnally experienced the fall out from this training, improved customer service ( which was already very good)giving the feeling of a great family atmosphere, where people know my name, and even say “hello” and “good morning/afternoon”its a place where I feel “comfortable and relaxed” what more can you ask for, so well done to the training team and well done to the staff, long may your success continue. Best wishes David