Page 176 - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
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VISION ZEITGEIST
We are the Global Leader m the service The Spirit oi the Moment"
business. Our accomplishments and
meaningful contributions We, the ServiceProfessionals
of Capella place our guests at the center
MISSION
of everything we do. We provide:
Our brands, our independent hotels,
and our other businesses are recognized EXCLUSIVITY
A unique, private and luxurious environment th it
as the undisputed leaders creates a sense of belonging where our guests < nd
OBJECTIVES'in their respectK'e market seejnents residents feel at ease
Keep our existing customers
Add new customers LOYALTY
Optimize the sp>cna of each customer Unobtrusive, gracious and unscripted service
Maximize efficiency in our service delivery
wnicn enables and empowers our guests
SERVICE PROCESS and residents to define and
1. WARM WELCOME
Etje contact and smile fulfiD their individual experience
Observe
EXPERIENCE
Greet LLJ name whenever possible Connections with the local culture and an array of
2. COMPLIANCE ANDANTICIPATION activities along with friendly, respectful,
OF GUESTS'NEEDS caring and personalized service
Cneaee and adjust to the pace or the sjest that is perfectly timed and defecl-free
Fulfill expected and expressed needs LEGACY
Anticipate Memories that are meaningful and enriching
Aslc it anij other assistance is needed extending beyond the slay
of our guests and residents
3. FOND FAREWELL
