Memorable Moments: Achieving Differentiation at the Front

In this hotel, the Front Desk Truly Delivers on Distinctive and Memorable Experiences

A new entrant into the 5-star African hotel market sought to develop a culture of service excellence throughout their newly appointed Front Office Team. They wished to deliver a distinct and authentic luxury guest experience from the moment the hotel welcomed its first guests. Front Office Service Professionals were equipped with the skills and techniques required to understand the guest expectations of a world-class property and align these to the hotel's values and philosophies in order to deliver on the brand promise. Prior to opening, a mystery guest questionnaire highlighted that these objectives had successfully been achieved and that the Front Office Service Professionals left guests with a truly memorable experience of the hotel.