Situation
The Tontine Hotel is an historic three star hotel in the centre of Peebles. Bright Light Marketing have been commissioned to market the hotel and to achieve Hospitality Assured Accreditation.
The Tontine Hotel has a key focus on customer service and the team were keen to look at an accreditation scheme that would evaluate this and also show ways to improve the service for the future. They were also keen to use an accreditation standard for the tourism industry. Hospitality Assured with its focus on customers and the fact that it has been designed for the tourism industry was felt to be ideal.
Bright Light Marketing are working with the Extra Mile Team an internal team set up from all of teams within the Tontine to go through each of the 10 standards.
Objective
- To ensure that the customer is at the heart of the Tontines business planning process.
- To ensure that the Tontine is focused on its 4 key customer groupings and look for ways that service to them can be improved.
- To assist with internal and external benchmarking.
- To encourage all employees to be focused on their customers and encourage closer working between teams.
Targets
To achieve accreditation within 18 months of starting the process.
For Hospitality Assured to result in closer working and improved processes which result in improved customer service.
Tactics
A internal team was set up made from all departments in the hotel. This is called the Extra Mile Team and their remit is to achieve accreditation and ensure that the rest of the Tontine are aware of the project and the outcomes from the team. The team meet with Bright Light Marketing on a monthly basis to go through each of the standards and agree any action points arising.
The Tontine hope to achieve accreditation in Autumn 2008.
Measurement
An action plan has been devised and all actions arising from the project are monitored and discussed on a regular basis. Already Hospitality Assured has resulted in closer team working and provide a real focus on the Tontines customers.
www.tontinehotel.com
