ROVE Hotels is not just different from their surroundings, they are unique! By embracing and showing this to their guests, it is the start of becoming a game changer.
ROVE Hotels was craving for a Guest Experience Program based on the brand core values and standards. Finding the right people that fit the concept and then train & empower all employees to deliver the service promise.
What we did?
To bring the Reverse Blueprint to life, we used our tailor made Immersion & Activation program which included:
→ Workshops to introduce the service promise & culture per property
→ Train the Trainer program to reach each and every ‘Rovester’
→ Leadership development program to build a robust culture & working climate for employees to be able to deliver the service promise
→ Casting concept & implementation to recruit new employees with a fitting attitude
→ Rewarding, recognition & sustaining program, intended to further develop and sustain the service culture
Look at that!
→ No 1 on Tripadvisor for *** Hotels
→ Increased guest satisfaction (NPS)
→ Improved employee engagement (eNPS)
→ Growth online reputation
