Providing a Legendary Service

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We take the concept “legendary service” from Southwest Airlines. This company was pioneer in providing outstanding service notwithstanding their lower prices. In the hotel industry, there are well known groups that provide this type of service in the luxury segment: Ritz Carlton and Four Seasons Hotels. However, “legendary service” is not limited to the luxury market. To start with, many luxury hotel properties are far away of such outcome. Providing that level of service is not even limited to concepts such as delivering service with the best technical skills, seriousness, finest elegance and 24 hours personalized service. Southwest airlines for example is know for having fun at work but work hard; it is also known for its informality but at the same time professionalism when taking care of its guests. It’s okay to be yourself, irreverence it’s fine, but take competition very seriously.

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Providing a Legendary Service

  1. 1. PROVINDING A LEGENDARY SERVICE
  2. 2. THEY ARE THE FLIP SIDE OF THE SAME COIN LAGGING INDICATOR LEADING INDICATOR
  3. 3. ITS IS GETTING MORE DIFFICULT….. VS.CUSTOMERS HOTELS
  4. 4. HOSPITALITY INDUSTRY: MAINLY A MARKET
  5. 5. WHY ARE HOTEL COMPANIES, THAT PROVIDE GREAT ASSETS AND GOOD SERVICES, AND WELL TRAINED AND VERY PROFESSIONAL EMPLOYEES STILL NOT CAPABLE OF DIFFERENTIATING THEMSELVES FROM THEIR COMPETITORS?
  6. 6. PROVIDING A LEGENDARY SERVICE OUTCOME:
  7. 7. VS VS
  8. 8. WHAT DO CUSTOMERS EXPECT? WHAT DO CUSTOMERS REALLY EXPERIENCE? GAP ? WHAT EMOTIONS DO CUSTOMERS FEEL? WHAT STORIES DO THEY TELL THEIR FRIENDS? PRICE
  9. 9. SUSTAINABLE EXPERIENCES: CONSTANTLY SURPASS GUESTS’ EXPECTATIONS
  10. 10. CUSTOMER EVOLUTION
  11. 11. MISSION STATEMENT FOUR SEASONS “FOUR SEASONS IS DEDICATED TO PERFECTING THE TRAVEL EXPERIENCE THROUGH CONTINUOUS INNOVATION AND THE HIGHEST STANDARDS OF HOSPITALITY FROM ELEGANT SURROUNDINGS OF THE FINEST QUALITY, TO PROVIDING HIGHLY PERSONALIZED 24-HOUR SERVICES, FOUR SEASONS EMBODIES A TRUE HOME AWAY FROM THOSE WHO KNOW AND APPRECIATE THE BEST. THE DEEPLY INSTILLED FOUR SEASON CULTURE IS PERSONIFIED IN ITS EMPLOYEES –PEOPLE WHO SHARE A SINGLE FOCUS AND ARE INSPIRIED TO OFFER GREAT SERVICE”
  12. 12. …BUT PROVINDING A LEGENDARY SERVICE IS NOT ONLY LIMITED TO THE LUXURY MARKET
  13. 13. Understanding the distinction between service and hospitality has been at the foundation of our success. Service is the technical delivery of a product. Hospitality is how the delivery of that product makes its recipient feel. Service is a monologue –we decide how we want to do things and set our own standards for service. Hospitality, on the other hand, is a dialogue. To be on a guests side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response. It takes both great service and great hospitality to rise to the top.
  14. 14. Two important ingredients, which separated the great companies from just the good ones: (1) THE CULTURE and (2) VISION , a higher purpose beyond just money or profits or being number ONE
  15. 15. VISION OR HIGHER PURPOSE
  16. 16. OBSERVABLE ACTIONS INNER WORK LIFE THOUGHTS FEELINGS DRIVES Inner work life is life because it is an ongoing, inevitable part of the human experience at work every day We continually react to everything that happens at work. We determine whether the work we are doing is important and how much effort to exert We also make judgments about the people we work with, including our superiors
  17. 17. WHAT IS THE “MEANINFUL WORK” AT JOIE DE VIVRE?
  18. 18. PETER DRUCK
  19. 19. CORE VALUES ARE LIKE THE DNA There is no head bird. Every bird has pretty much the same DNA and the have very simple instructions encoded. And when they follow the same rules, they are able to flock together.
  20. 20. COMMITTABLE CORE VALUES
  21. 21. BUREAUCRATIC MINDSET COMMAND AND CONTROL STYLE OF MANAGEMENT
  22. 22. To the origins: What is management and the main purpose of management? The first resource of a manager is: PEOPLE!
  23. 23. DETAILED POLICIES AND PROCEDURES BUREAUCRATIC MINDSET TRUST, COMMON SENSE AND
  24. 24. EMPOWERMENT Empowerment may be defined as “recognizing and realising into the organization the power that people have in the wealth of useful knowledge and internal motivation” Empowerment is the authority to make decisions within one´s area of responsibility without first having to get approval from someone else
  25. 25. ACCESS TO INFORMATION TRANSPARENCY OPEN BOOK MANAGEMENT INTRANET KNOWLEDGE Work teams are able to manage control operations more effectively than under the old hierarchical bureaucratic and secretive, only on a need-to-know basis information
  26. 26. ACCOUNTABILITY AND RESPONSIBILITY This accountability is not intended to punish mistakes or to generate immediate, short-term results. Instead, the intent is to ensure that the associates are giving their best efforts, working toward agreed upon goals, and behaving responsibly toward each other
  27. 27. TRUST BUILDING IS VITAL OPTIMAL TRUST: Reaching optimal levels of trust involves finding the point where distrust is low enough to not be disruptive and trust is strong enough to move forward confidence VIOLATIONS OF TRUST CAN BE FATAL

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