Our Approach
Helping you to live upto your brand promise is our commitment. To abide by our commitment, we:
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Understand and adhere to service compliance policies of your company |
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Discuss processes and procedures |
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Perform Operations Audit based on your requirements |
Our Operations Audit:
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Provides service excellence evaluation and analytical observations |
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Offers recommendations |
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Provides guidelines and strategies |
We extend our services by:
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Creating need-based training modules |
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Providing training initiatives for employees |
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Ensuring high-levels of employee motivation |
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Encouraging suggestive selling |
Partnership
We partner with you, to enhance your guest base, by promoting your customer loyalty, thereby enabling you to match your brand promise. We respect your investment in products and people, and your endeavor to provide world-class services to your guests.
Our team is experienced in multicultural environments across varied hospitality domains. Our operations audit team will focus on the key issues impacting brand recognition and guest loyalty, such as:
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Product quality maintenance | |
Integrity and honesty within the organization |
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Quality of services through out the guest areas | |
Opportunity for growth |
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Employee attitude and performance | |
Increase in revenue through up-selling traits |
We assist you in improving your Service Excellence Standards. Renard Global Management over the years has been recommending its clients to follow up the processes to gain:
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Total Customer Satisfaction | |
Customer Loyalty | |
Customer Retention |
Our matrices for evaluation and analyses are customized to suit your specific business needs.
Operations Audit
Our mystery audits will provide an insight into the day-to-day activities within your organization. Our mystery guests who perform service evaluations will identify gaps as well as strengths in the guest services, at the macro and micro-levels of operation. The gaps we garner are never reported, because the customers/guests will never relate their true experience even in an anonymous feedback form and hence these gaps tend to go unnoticed. These gaps usually spread through word-of-mouth, and might affect the business on a gradual scale. Minute details like the magazines in the pick-up limousine being dog-eared and the newspaper not being available in a morning pick-up are highlighted in the mystery audit reports. These mystery reports will assist to:
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Enhance guest services |
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Exceed guest expectations |
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Increase guest satisfaction levels |
Our mystery audit team’s objective, approach, and analysis for your business operations will reflect your strengths and areas for improvement. Based on our experiences over the years we suggest to our clients that service evaluations must be performed at least twice annually where by the management teams get an opportunity to improve their scores compared to their earlier performances.
Sales and Marketing Audit Platform (SMAP)
Sales and Marketing Audit Platform (SMAP) is a comprehensive list of Sales and Marketing processes that covers not only the sales efforts, but seeks to link sales firmly to the broader marketing plan of the Hotel, Regional office, and the Group. SMAP is designed to facilitate the interaction between our professionals and the organization’s sales team, monitor their existing system of process follow ups, and to check if the documentation is done diligently. Once the processes are documented and compared with the requirements for their success, the Sales and Marketing division will have better-monitored and measured productivity.
Training
In the hospitality industry, it is very important that employees are well trained and they are cognizant of long-term implications of the quality of service they provide to the guests. Therefore, it is essential to train staff at all levels with soft skills and technical skills required to maintain high service standards of the organization.
Our approach in handling the training programs is as follows:
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