During our missions around the world, we were able to stay in many luxury hotels and see that the gap between the expected customer experience and the lived experience was significant, both in terms of service and in terms of quality of services or customer care.
This is why we now want to offer luxury establishments to help them combine improving the customer experience and optimizing the company’s performance, concepts that are often opposed although complementary.
To respond to the challenges of this difficult context while optimizing resources and developing the business in order to obtain better results.
To obtain greater involvement of staff in their work.
To adopt a more environmentally friendly attitude.
We start from the following idea:
Our methodology is divided into 5 phases:
Discovering the customer experience
Measuring the gap between the experience and the expected "wow" effect
Also measurement of the gap between the objectives of the management and the “wow” effect expected by the client.
Deliverable: Discovery report and presentation to the client for phases 1&2
people, processes, organization, tools
After an in-depth discovery of your organization’s processes and tools, we then identify areas for improvement that meet your values, whether environmental, societal or economic.
Setting up and monitoring a business "game"
Teams are formed with staff members to monitor areas for improvement and achieve objectives.The areas for improvement are proposed to the teams and submitted to discussion so that everyone takes ownership of the solutions.
Analysis and proposal of areas for improvement on :
- Environmental impact
- Well-being at work
- Value for money
- Business development
Deliverable: Full Audit Report and Presentation to Management for Phases 3&4
THE BUSINESS GAME
The game replaces the business project while being more fun and allowing greater staff involvement. The teams, multi hierarchical and multi services, are in competition with each other and have objectives to achieve.
The first objectives to be achieved always allow a rapid improvement in working conditions, in order to motivate all the staff on this business game, but also to quickly obtain a return on investment, usually between 3 and 6 months.
When the actions are completed and the objectives achieved, a closing ceremony makes it possible to value the work of the teams and share the success with the management.
Throughout the mission, communication is carried out internally and externally to enhance the actions of our customers.
Weekly support and follow-up is carried out with each team, face-to-face or remotely, by a member of our team. A monthly summary is presented to the Client’s Management.
OUR OTHER SERVICES
Industries & Services
During our missions around the world, we have seen that there are many possible areas for improvement, putting common sense back at the center of our processes and our way of thinking, in order to improve our working conditions and reduce our environmental impact.
We have created a specific support program for leaders allowing them to quickly implement actions to regain the pleasure of managing their business, while having more time to make the right decisions and for their personal life.
Executive board Coaching
We have created a specific support program aimed at allowing the management or executive committee to be free of all time-consuming tasks without added value and to find “the meaning” and the very essence of its work to collaborate effectively.
To learn more
15 rue des halles
75001 Paris (France)