hotels


Good people = Good customers


philippe rossiter is chief executive of the Institute of Hospitality


Bulgari opens new london hotel


Bulgari Hotels and Resorts has launched its latest luxury property in the Knightsbridge area of central London – the 85-bedroom Bulgari Hotel and Residences, London. Facilities include a 2,000sq


R


esearch from The Mind Gym has found a disturbing disparity between the perception of res- taurant staff of the service they


provided, and their customers’ opinion: “80 per cent of employees described their deliv- ery of customer service as ‘superior’, but only 8 per cent of their customers agreed!” When shown such facts, employees were


twice as likely to blame the organisation rather than accept responsibility them- selves. Researchers said that employers need to focus on “getting employees to pay atten- tion” because guest satisfaction increases the more attention is paid by staff. A further study by the Disney Institute confirmed that the main reason customers leave is down to contact with “indifferent” staff. So what can be drawn from this research?


Both business operators and employees need to address the problem rather than deny its existence. Businesses should ask: how much interest in guests are staff showing? Does the work-load allow staff time to spend with customers? Have employees received proper training in engaging with customers? Other research has also demonstrated that if staff indifference is evident, it will be costing the business valuable custom, and profits! What do the Edinburgh International


Conference Centre, ISS Facilities Services at the Open University, British Legion’s Poppy Break Centres, food service com- pany BaxterStorey and Morag’s Lodge at Loch Ness all have in common? Not much on the face of it, but they are all recognised for their outstanding customer service, and were all winners at the recent Hospitality Assured Awards ceremony held during the Institute of Hospitality Annual Lunch. Without using a method to quantify and


measure your service levels, it is impossible to tell how well you are doing. Tat’s why all of the above organisations use Hospitality Assured, the customer service benchmark- ing standard created by the the Institute of Hospitality. Because of its business excel- lence framework, the Standard can be applied to any customer-facing operation – not just hotels and caterers. Details: http://lei.sr?a=j5a3s


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m (21,528sq ſt) spa area, which offers ESPA treatments and is guided by a holistic con- cept inspired by Asian and European traditions. The spa – located over


two floors and craſted from onyx, teak and Vicenza stone – features 11 private treatment rooms and a double spa suite with a steamroom and a whirlpool. A nail salon; a 25m swimming pool; and a


Te new hotel features a 2,000sq m spa area and a 25m swimming pool


150sq m (1,615sq ſt) fitness area also form part of the spa, health and beauty area, which is open to exclusive members and hotel guests. Elsewhere, the hotel boasts a private 47-seat screening room with cinema-quality vision and


sound and a library of more than 500 films; Il Bar; Il Ristorante; and meeting facilities. Antonio Citterio, Patricia Viel and Partners


designed the new central London property in conjunction with Squire and Partners. Te developer is Prime Development. Details: http://lei.sr?a=S5o2P


£160m overhaul proposed for Celtic Manor Resort


Celtic Manor Resort near Newport, Wales, is to boast 10 new luxury chalets and 40 apartments as part of a £160m redevelopment announced by owner Sir Terry Matthews. Te introduction of one of the longest zip- wire attractions in Europe will also form part


of the project, although further details will be confirmed at a later date. Earlier this year, the resort opened a new


health club and a range of family attractions following a combined £1.05m investment. Details: http://lei.sr?a=U0M9Q


YOTEL in pursuit of North America growth


YOTEL has entered into a partnership with US-based The John Buck Company to help drive forward the UK-based hotel concept’s growth in North America. A dedicated real estate fund


platform focused on growing the brand in the region has been established, which fol- lows the opening of YOTEL’s first city hotel in New York. Te two companies – along


with long-term partners IFA Hotels and Resorts and Kuwait Real Estate Company – have joined forces to raise funds for the venture. Te US$250m (EUR200m, £162m) private equity fund aims to help in the acquisition and development of more than US$650m (EUR521m, £421m) worth of YOTEL hotels over the next three years.


Read Leisure Opportunities online: www.leisureopportunities.co.uk/digital YOTEL is planning to add to its inaugural city centre hotel in New York As co-general partners of the fund, YOTEL


and Te John Buck Company will identify, buy, develop and redevelop sites in select cities. Read more: http://lei.sr?a=D8z9U


Twitter: @leisureopps © CYBERTREK 2012


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