Hospitality Rocks Empowerment!: A CX Story

Empowerment isn't just a buzzword; it's a strategy that can transform your organisation's culture and elevate customer satisfaction to new heights.

Empowering Teams for a Customer Centered Culture: A Hotel’s Success Story

Encouraging your teams to think for themselves and giving them ownership to make their own decisions is a big part of creating a #customerledculture. But is it easier said than done? I wanted to share a great example of how a hotel increased #customersatisfaction through #empowerment ๐Ÿ’ช.

A few years ago, a new general manager took the helm at one of the largest hotels ๐Ÿ›Œ within the IHG UK chain. Her primary objective: to improve customer satisfaction to improve business growth.

After taking the time to get under the skin of the operation, she identified the quickest way to do this would be to empower every staff member within the hotel, giving them autonomy to provide excellent service to their guests. She set aside time to engage with the team and sat down with every single individual, asking them to jointly sign a unique contract.

This contract was a game-changer; it gave each staff member the permission to give away up to a free hotel night (ยฃ600+) if they felt it was necessary. What’s more, she went on to explain that although an explanation might be needed, there would be no blame, guilt, or incorrect decision-making attributed to the choice.

Within just a couple of months, the results spoke volumes. Staff morale was at an all-time high, and their Customer Satisfaction (CSAT) score went up by a remarkable +10 points. Surprisingly, only a few bunches of flowers were actually given away ๐Ÿ™Œ

In conclusion, this heartwarming success story highlights a crucial lesson: when you allow your staff to make their own decisions, team members feel trusted and empowered to deliver results that are right for both the company and the customer.

Article By: Leonie Williams

Next Article: CX Story: ‘Break process not Principles’

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