Pershing HallWhere the city comes to you !Alexandra HumnickiFloriane Brette
Current situation Lack of adequate service No welcome Lack of hospitality services (waitresses, front office…) Deletion of bad comments Service focused on apearance Great location, exceptional decor with a ‘plant wall’ 5 star hotel, Spa, great food reviews and pictures
Action plan Marketing and HR & Guest relation Front office Board of communication manager F&B directors managerAwarness of Admitting Engage with Review Innovation problems problems consumers management Short term goals Medium term Long term
Action plan 2 : short term Awareness of problems Admiting problems Twitter, facebook, Not deleting booking, tripadvisor negative to read comments comments but Satisfaction understanding why questionnaire and answer guests Good Sharing negative communication during guests’ stay comments with all from operations staff members
Action plan 3 : medium term Engage with consumers Review management Organize interactive Engage bord of events (treasure directors to find if hunts, contests, there is a creative actions, ie: management create your own problem cocktail) Impose a decent Reward points (for reusing towels, uniform participating to Create weekly events, posting on training for facebook etc…) operational staff Ask for consumer wants, needs and desire
Action plan 4 : long term Innovation Create a mobile application Booking Check-in, check-out Ordering room service Create and order your drink at the bar Particpate in events Implement a butler service Work on a PR plan Impose new methods of communication betweem staff and customger (chef personnalizing menus for customers)
In the long term, the ultimate goal of the Pershing Hall Hotel in Paris is to improve the quality of its service tomatch the high standards of a 5 star establishment, through a better internal communication and communication with guests.