Magical, powerful moments turn customers into a true promoter of your organisation. Add to that the notions of quality, of efficiency, and consistency that form the basis of a great service and you get a programme that truly transforms the service experience in your establishment. 

I called it Boutique Experience ™. B.O.U.T.I.Q.U.E. being an acronym that brings together the 8 qualities that make it possible to create these incredible service experiences in a consistent way.
 
More than a "One shot" training program, it is a set of small, lively, in-person or remotely animated workshops that involve the management team and are then deployed to all employees in different ways depending on the size of the company.
 
We start the program by looking at our own reality, somehow in a crude way.  In some hotels, employees have a harder vision of themselves than the reality. They focus mainly on the negative feedback they have had, perceive all the imperfections, they do not realize the exceptional moments they create, day in, day out

In other instances it is the opposite, the vision of the hotel sometimes tinged with nostalgia, is really out of step with the reality of the service and the customer feedback.  The employees have not realised that the world has changed and that only their regular guests remain faithful to them.
 
We then work on the 8 elements of the boutique service, which are the result of 20 years of experience in a series of operational roles in the international hotel industry, and which are derived from the best practices of hundreds of hotels in which I had the opportunity to stay.
 
We then start creating together these unique, individualised experiences and service habits that generate a real emotional connection with customers.
 
A team of “change agents” is then empowered and supported for a period of 6 months in order to keep the momentum.

Some clients are surprised by the results. Not only in terms of customer feedback and Net Promotional Score (NPS), but also in relation to the feedback of their employees who realise the pleasure that derives from creating unforgettable experiences for our guests.
 
At the end of the day we all fight for the same thing: we want to give our guests this irresistible desire to come back and this feeling of having lived an extraordinary experience, with real added value. And in an increasingly competitive environment, it is the properties that manage to retain their customers who will stand out!