Hospitality

Enhancing Customer Handling capability at World Leading Service Apartment Brand

Business Situation

  • The client is a World Leader in Serviced Apartment Brand with a focus to be a premier global leader in extended stay market¬† to focus on continuously answering unique needs of every customer
  • The client wanted to develop capability at a Leadership level and at Operation level to address the needs of each customer who stays.

Objectives

  • Develop key perspectives in the top leadership team for Leadership response to the team and develop /Mentor the Operation team towards this.
  • Develop Operation Team to their Skills towards handling unique situations in handling customer needs /demands

Our Solutions

  • A structured diagnosis followed by assessment, feedback, and structured development intervention
  • The design took into account the unique situations faced, understanding customer behaviors /expectations, and skills required to give the high response to meet the needs.
  • Leadership module allowed a deeper understanding of personal style /behavior and reasons for bottlenecks and conflicts. Also, it helped Leaders to bridge the gap between how to view one’s role and expectations from stakeholders.