23
ECONOMIC PERFORMANCE • customers
“
I am delighted to be part of
NH Hoteles. It is important for
me to work day in and day out
to make sure that our guests
enjoy an unforgettable stay
with us”
Rahwa Bumba,
Deputy Hotel Director
NH Frankfurt Airport
NH GUEST SERVICE
The NH Hoteles Customer Care Department
carries forward in its relationship with customers,
changing from a reactive contact to a proactive
one. In this way, guests who expressed a
disagreement to the Company are contacted and
so is contacted, in a proactive way, everybody
else who was not satisfied with the service and
communicated it in the internal surveys.
During 2012 a total of
13,705
guests
were
contacted, 10,029 of them directly and 3,676 were
received through the Guest Service Department.
Those contacts allowed us to introduce 29,408
codified comments in the Quality Focus On-Line
tool in the rated hotels, thus increasing customers
trust and building relationship with them.
New Surveys Before, During and After
the Stay
In 2012 the cycle of customer opinion registration
is completed by including a satisfaction survey
on the reservation process and while the stay is
taking place through QR codes in different hotel
areas. Thanks to this service, customer can answer
from their mobile phones questions related to
services and products, meeting rooms, etc. The
satisfaction surveys have also been extended to
Bookers to assess group reservations, lounges
and catering services managed by external
companies.
NH University Training NEW HEIGHTS
Training programme relating to the Company’s
new
project on hotel managers development,
through which already 323 participants have
been trained in 17
th
editions, on key issues to
face NH Hoteles challenges. This training is
aimed to prepare participants, targeting service
quality, managing the Quality Focus On-line
tool, focusing on the interpretation of hotel-
level information in order to design Action Plans
to report an improvement and better results.
QF International New Team
In 2012 the international team dedicated to
the Project Quality Focus is created. Its main
objectives are leading the Quality Focus
programme on a Business Unit level and analyzing
the behaviour of every hotel based on Quality
Focus On-Line results.
QR Code Project (BIDI)
A new project allowing to complete the
information stored in Quality Focus and manage,
in a centralised way, from Quality Focus On-Line,
the information obtained with the surveys made
through QR codes (BIDI).
NH Gran Hotel Provincial, Mar del Plata, Buenos Aires - Argentina
