To build our recommendations for successful improvement, we interviewed each of the 175 on-site receptionists to determine those factors that helped them to provide service excellence versus those factors that acted as obstacles. What we discovered is:
- The reception staff had no uniform dress code
- The reception staff lacked knowledge about company culture and events
- Inconsistent practices and operating procedures were being executed across the different 93 lobby environments
- Reception staff registered an average of 1,841 visitors per day
- Reception staff booked an average of 425 conference rooms per day
As a result of this exploration, we identified several opportunities for the client to improve their guests’ lobby experience. Among the first new initiatives we implemented was an apparel program that introduced high standards of dress, style guidelines, and a focus on the client brand – in order to make the reception staff easily recognizable to guests, while mirroring the client’s brand personality.
To address inconsistent guest experiences across campus buildings, we implemented a number of training and education programs for our employees, designed holistically around the culture, needs, and specific expectations of this particular client. We helped to educate employees on Customer Focus, Listening with Skill, Understanding Workplace Diversity, Communicating Across Cultures, Dealing with Angry Callers, and more.
Key to the success of our strategy was the creation of a Training and Developing Manager role. This individual was to be a leader who would create a stronger connection between our employees and our client’s brand through training programs aimed at skill, culture, and behavioral components. This included assessing developmental needs, implementing programs, measuring successes, and creating scalable training solutions for employees based on need.
Improvements yielded by these changes have been impressive. The results we achieved were not only subjectively positive, but objectively measurable through benchmarks set by company leadership. Our employees fit in better-than-ever with this client’s culture of continually challenging the status quo, and continuously improving. Specific results connected to our solutions include:
- 94% of newly surveyed guests report excellent service
- 100% of on-site survey commentary is now positive
- Check-in times have decreased from 00:01:53 to 00:01:23
- Turnover has dropped approximately 15%, from 63% to 48%
The client’s hospitality service now meets all the criteria they set for defining a successful lobby experience from the client, visitor, and employee perspectives.
To further evaluate the effectiveness of the new ‘Lobby Host Program’, we also deployed ‘mystery shoppers’. These shoppers visited the lobbies of our client sites and rated their experience regarding our ability to execute chosen standards of service, as well as provided subjective opinions on their engagement with our reception team.
Ultimately, after our discovery and implementation phases were completed, we can now report an above 87% favorability rating in terms of the solutions we have designed for this client – due almost entirely to the quality and dedication of the people we have placed with them.