maintaining motivation for outstanding customer service l.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Maintaining Motivation for Outstanding Customer Service PowerPoint Presentation
Download Presentation
Maintaining Motivation for Outstanding Customer Service

Loading in 2 Seconds...

play fullscreen
1 / 14

Maintaining Motivation for Outstanding Customer Service - PowerPoint PPT Presentation


  • 109 Views
  • Uploaded on

Maintaining Motivation for Outstanding Customer Service. Fiona Vasic – Human Resources Manager Sheraton Towers Southgate. Visualization exercise Basics of our Customer Care Program Motivational Tools Reward and Recognition Performance Management Satisfaction Measures Benefits.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Maintaining Motivation for Outstanding Customer Service' - kaycee


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
maintaining motivation for outstanding customer service

Maintaining Motivation for Outstanding Customer Service

Fiona Vasic – Human Resources Manager

Sheraton Towers Southgate

the next 20 minutes

Visualization exercise

  • Basics of our Customer Care Program
  • Motivational Tools
    • Reward and Recognition
    • Performance Management
    • Satisfaction Measures
    • Benefits

The next 20 minutes…

starwood cares our distinguished service culture

Starwood CaresOur Distinguished Service Culture

A powerful phrase that represents our obsession to win our guest through genuine care and triumph over our competitors.

starwood cares our distinguished service culture5

Starwood CaresOur Distinguished Service Culture

Caring for Associates

Caring for Guests

Caring for the Business

slide6

The Service-Profit Chain

AssociateSatisfaction

Guest Satisfaction

Revenue Growth

Caring for Associates Caring for Guests Caring for the Business

starwood cares phase one caring for the basics
Starwood Cares Phase One Caring for the Basics

S - Smile and Greet

T - Talk and listen

A - Answer and Anticipate

R - Resolve

reward recognition
Reward & Recognition
  • Care Shares Program
  • Blitzes
  • Quarterly Care Champions (Briefings)
  • Champion of the Year
  • Length of Service Program
  • ‘Thank You’ Board
  • Letter from GM
  • Monthly GMs Lunch
  • Well Being Day
  • Christmas Party
performance management
Performance Management
  • New Associate Training Profile
  • Certification
  • Ongoing Training
  • Annual Appraisal
  • Mentor Program
  • Manager’s Big Five
  • 360 degree feedback
  • StarwoodOne Intranet Website
satisfaction measures
Satisfaction Measures
  • Guest Satisfaction Index (GSI)
  • Associate Satisfaction Index (ASI)

Pride

Company Culture

  • Employer of Choice
benefits
Benefits
  • Accommodation Discounts
  • F & B Discounts
  • Internal promotions/transfers
  • Multi-skilling
  • EBA – no casual labour
  • Corporate Medical Insurance Plan
slide14

THANKS!

Come and experience

our excellent service

for yourself!