AWARDS BES T
SERVICED APARTMENT PROVIDER
Cheval Residences T
Maggie Philbin, Anita Blanchett (judge), Doug Greenwood, Selina Wakeling
2017 10TH ANNIVERSARY
his category recognises the vital part that finding the right accommodation plays in the success of a relocation or an international assignment.
Commenting on the quality of this year’s entries, the
awards judges praised the “ambitions, innovations and f lexibility that companies are looking to provide in a constantly changing mobility industry while still focusing on providing the right products for clients, backed up by excellent customer service”. On the shortlist were some of the sector’s major global
players. Winner Cheval Residences was singled out by the judges for “an impressive and professional entry highlighting the continuing importance of the serviced accommodation sector to the relocation industry”. The relocation market has always been at the heart of Cheval’s
serviced apartment offering, but 2016 saw a special focus on relocation partners. In response to feedback from relocation clients, the company’s central sales team was restructured and refocused to provide improved account management – a critical step in delivering a service tuned to the needs of international assignees with high-pressure jobs and sometimes with families in tow. Feedback led to the creation of a new partnership scheme
with a range of benefits, including escorted viewings with a global sales manager and a guaranteed two-hour turnaround on UK-based enquiries. The restructuring of the accommodation at Cheval’s flagship Three Quays property saw 67 of the 159 apartments reassigned to the extended- stay (three months or longer) model, making it a perfect fit for the relocation market. Says Cheval’s director, George Westwell, “Combined with
the development and awareness of both our family and pet packages and our onsite support to people who are relocating, these measures have resulted in an improved perception of Cheval Residences within the relocation market.
“We are now seen as being more flexible, more competitive, a
brand that listens more and reacts to the information it is given As a result, we have seen an increase in bookings and revenue over the last 12 months, which has led to year-on-year growth of over 40 per cent.”
A winning formula The judges considered that Cheval had displayed very powerfully the benefits of investing in a strong focus on service reviews, employee empowerment, and team development to improve its levels of customer care and its flexibility towards clients. They highlighted the introduction of the ‘You Rock’ reward
scheme for staff taking customer service to the next level as an example of a winning approach to employee engagement. The judges also noted Cheval’s use of technology to enhance
the relocation experience, such as putting a complimentary smartphone in each apartment to help guests stay in touch with family and friends and familiarise themselves with their new surroundings. Key benefits include pre-installed social media, popular apps and Google Maps, automatically updated neighbourhood information and city guides, and free national and international calls to 11 countries, including the USA, Hong Kong and Dubai. All this, the judges said, added up to “demonstrable value-
added in client service: a clear winning formula”. “Receiving the Relocate award for Best Serviced Apartment
Provider is really something to be proud of and is testament to the dedication of the whole team at Cheval Residences,” says George Westwell. “I’m incredibly proud and grateful for a team whose ability to
exceed expectations at all levels is nothing short of outstanding, and I am thrilled that the team’s excellent work has been recognised and rewarded.”
www.chevalresidences.com
32 | Re:locate | Summer 2017
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