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We take the concept “legendary service” from Southwest Airlines. This company was pioneer in providing outstanding service notwithstanding their lower prices. In the hotel industry, there are well known groups that provide this type of service in the luxury segment: Ritz Carlton and Four Seasons Hotels. However, “legendary service” is not limited to the luxury market. To start with, many luxury hotel properties are far away of such outcome. Providing that level of service is not even limited to concepts such as delivering service with the best technical skills, seriousness, finest elegance and 24 hours personalized service. Southwest airlines for example is know for having fun at work but work hard; it is also known for its informality but at the same time professionalism when taking care of its guests. It’s okay to be yourself, irreverence it’s fine, but take competition very seriously.
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PROVINDING A LEGENDARY SERVICE
THEY ARE THE FLIP SIDE OF THE SAME COIN
LAGGING INDICATOR
LEADING INDICATOR
ITS IS GETTING MORE DIFFICULT…..HYPERCOMPETITION!
VS.CUSTOMERS HOTELS
HYPERCOMPETITION
HOSPITALITY INDUSTRY: MAINLY A COMMODITY MARKET!
IT IS HARD TO SUSTAIN A DIFFERENTIATION STRATEGY
QUESTIONWHY ARE HOTEL COMPANIES, THAT PROVIDE GREAT ASSETS AND GOOD SERVICES, AND WELL TRAINED AND VERY PROFESSIONAL EMPLOYEES STILL NOT CAPABLE OF DIFFERENTIATING THEMSELVES FROM THEIR COMPETITORS?
PROVIDING ALEGENDARY SERVICE
OUTCOME:
VS
VS
WHAT DO CUSTOMERS EXPECT?
WHAT DO CUSTOMERS REALLY EXPERIENCE?
GAP ?
WHAT EMOTIONS DO CUSTOMERS FEEL?
WHAT STORIES DO THEY TELL THEIR FRIENDS?
VS. PRICE
SUSTAINABLE WOW EXPERIENCES:
CONSTANTLY SURPASS GUESTS’ EXPECTATIONS
CUSTOMER EVOLUTION
GUEST LOYALTY? WHO SAID GUEST WOULD PROMISE
ENTERNAL LOVE?
MISSION STATEMENT
FOUR SEASONS
“FOUR SEASONS IS DEDICATED TO PERFECTING THE TRAVEL EXPERIENCE THROUGH CONTINUOUS INNOVATION AND THE HIGHEST STANDARDS OF HOSPITALITY FROM ELEGANT SURROUNDINGS OF THE FINEST QUALITY, TO PROVIDING HIGHLY PERSONALIZED 24-HOUR SERVICES, FOUR SEASONS EMBODIES A TRUE HOME AWAY FROM THOSE WHO KNOW AND APPRECIATE THE BEST. THE DEEPLY INSTILLED FOUR SEASON CULTURE IS PERSONIFIED IN ITS EMPLOYEES –PEOPLE WHO SHARE A SINGLE FOCUS AND ARE INSPIRIED TO OFFER GREAT SERVICE”
…BUT PROVINDING A LEGENDARY SERVICE IS NOT ONLY LIMITED TO THE LUXURY MARKET
ENLIGHTEN HOSPITALITY
Understanding the distinction between service and hospitality has been at the foundation of our success. Service is the technical delivery of a product. Hospitality is how the delivery of that product makes its recipient feel. Service is a monologue –we decide how we want to do things and set our own standards for service. Hospitality, on the other hand, is a dialogue. To be on a guests side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response. It takes both great service and great hospitality to rise to the top.
1. COMPANY PURPOSE AND VISION
2. STRONG COMPANY CULTURE
3. PROPER LEADERSHIP
4. EMPOWERMENT
Two important ingredients, which separated the great companies from just the
good ones: (1) THE CULTURE and (2) VISION , a higher
purpose beyond just money or profits or being number
ONE
VISION OR HIGHER PURPOSE
OBSERVABLE ACTIONS
INNER WORK LIFE
THOUGHTSFEELINGSDRIVES
Inner work life is life because it is an ongoing, inevitable part of the human experience at work every day
We continually react to everything that happens at work. We determine whether the work we are doing is important and how much effort to exert
We also make judgments about the people we work with, including our superiors
WHAT IS THE “MEANINFUL WORK” AT JOIE DE VIVRE?
PETER DRUCKER
CORE VALUES ARE LIKE THE DNA
There is no head bird. Every bird has pretty much the same DNA and the have very simple instructions
encoded. And when they follow the same rules, they are able to flock together.
COMMITTABLE CORE VALUES
SERVANT LEADERSHIP
BUREAUCRATIC MINDSETCOMMAND AND CONTROL STYLE OF MANAGEMENT
To the origins: What is management and the main purpose of management?
The first resource of a manager is: PEOPLE!
DETAILED POLICIES AND PROCEDURES
BUREAUCRATIC MINDSET
TRUST, COMMON SENSE AND EMPOWERMENT
EMPOWERMENTEmpowerment may be defined as “recognizing and realising into the organization the power that people have in the wealth of useful knowledge and internal motivation”
Empowerment is the authority to make decisions within one´s area of responsibility without first having to get approval from someone else
ACCESS TO INFORMATION
TRANSPARENCY
OPEN BOOK MANAGEMENT
INTRANET
KNOWLEDGE
Work teams are able to manage control operations more effectively than under the old hierarchical bureaucratic and secretive, only on a need-to-know basis information
ACCOUNTABILITY AND RESPONSIBILITY
This accountability is not intended to punish mistakes or to generate immediate, short-term results. Instead, the intent is to ensure that the associates are giving their best efforts, working toward agreed upon goals, and behaving responsibly toward each other
TRUST BUILDING IS VITAL
OPTIMAL TRUST: Reaching optimal levels of trust involves finding the point where distrust is low enough to not be disruptive and trust is strong enough to move forward confidenceVIOLATIONS OF TRUST CAN BE FATAL
COLLEEN BARRET
