The response was deliberate: look after remaining staff and this would have a positive impact on guest satisfaction. “If you want to deliver great service to your guests, first you must deliver great conditions for your staff,” said Alves.
We recognized from the very beginning that our greatest advantage was our team and our service. We needed to invest in our team development.““
-Gefferson Alves, General Manager
1) Improved staff wellbeing as a key driver to success
Alves recognized the importance of transparency and clear expectations. “If you want things done well, you have to work closely with the team,” he said. “You have to put yourself in their shoes.” Some of the employee programs and benefits offered by the hotel include:
2) Used the right technology to monitor and improve guest satisfaction
Aquaria Natal Hotel used the ReviewPro’s Hotel Reputation solution every day to:
3) Set KPIs and internal goals to ensure success
The brand used the ReviewPro solution to set KPIs and also established new internal procedures to support continuous improvement.
