Seamless Customer Care in the Hotel Spa
By Nina Curtis Founder & President, The Nile Institute | February 13, 2010
"The Purpose of Business is to Create a Customer"
(Peter Drucker, writer, management consultant and university professor-1909-2005)
I totally agree with the late Mr. Drucker and would like to add, and to keep them...
How do we achieve this when there are so many choices for customers today? How do we stay a step ahead of the competition and what does it really take to build customer relationships and loyalty for life?
It all starts at the top. Hotel organizations that lead the future of seamless customer care strive for continual improvement and adaptability. The vision and intent that filters down from upper management provides integrative processes in a more decentralized organizational format and the hotel spa becomes an integral part of this scene. When a spa director or manager clearly understands the intent of the organization, they are able to lead and motivate their team to success.
Seamless customer care is embraced as a TOA (the way) and as the foundation of the business philosophy. The intent of maximizing customer engagement and delight throughout the organization becomes paramount, from the first greeting when the guests arrive, to the dinner in the restaurant, the spa experience and back to the guest's room. It all must appear seamless.