On a recent visit to Agra – India, I had the opportunity to experience top notch customer service and hospitality at ITC Mughal Resort and Spa.
From a customer perspective, a few things stood out for me:
❤️ Consistency – From other than the difference is uniforms, I could not differentiate between the ranks of employees. They all spoke the same language, greeted in the same manner, all of them approached and helped the guests.
❤️ Service Mindset – Each staff member was very aware of their environment and the guests around them. They were observing without intruding, anticipating the next need of the guest and were proactively offering assistance. For the guests, this was pure delight.
❤️ Engaged Staff – None of the staff ever waited to be tipped. They all looked happy and engaged in serving the guests. Making sure that the guests were left smiling after each interaction. Their passion to delight could not be missed.
Curious as I am, before checking out of the property, I pulled aside the Manager on Duty and asked him about their secret to such world class service delivery.
Here is what I learnt:
💡 They have “14 Mantras” that form the foundational standards and language that each staff is committed to. This is the only language that is spoken, their induction and training programs ensure these are embedded and remembered by all staff all the time. Refresher programs help in keeping this top of mind.
💡 The leadership teams and managers role model behaviours and actions that are expected from all the staff.
💡 Everyone is treated equally. Managers follow an open-door approach towards their staff. They are available to listen even to personal matters that any staff member wants to share or discuss.
💡 The leadership development strongly advocates that the culture created by the leaders for the staff, extends to and is reflected in how the staff treats the guest/ customer.
💡 The customer experience is not limited to the staff interaction opportunities. Their planning for customer experience starts before the guest arrives and ends only when they have safely returned to their destination. This extension of focus helps generate excitement and deliver satisfaction beyond expectation.
I ended my trip with a big smile and awesome learnings about high impact leadership.
Which of these learnings can you relate to?
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