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The Lagoon Beach.I enjoyed chatting with Kate Rodionova, Executive Assistant Manager of Sanctuary Cove. I was interested in the critical role the employees and teams played. They promote a culture of employee engagement led by Phil Adams. He is concerned about how to engage employees and keep them happy. This makes teams happy, motivated, and proud, which naturally translates into excellent service to the customer.

An action plan includes attention to work/life balance, which is vital in today’s workforce. Their communication action plan includes volunteer events such as the Melanoma March to raise money, recycling week, etc. IHG provides online learning, mentoring, and plenty of learning opportunities, all supported by an open-door policy.

I was impressed with the general manager’s pre-arrival communication, which provided additional information about our stay, raised our expectations, and gave us extra anticipation about what we were about to experience.

Kate and I talked about something I call “awareness and consistency.” Employees at Sanctuary Cove are aware of guests’ needs and problems and when something needs to be done. Further, customer service requires consistent attention. Customers often complain if something good or positive they experienced before is missing the next time they stay. Sanctuary Cove employees try each time, as a team, to deliver the expectations of their guests.

As a leader, being aware of and in touch with your internal and external worlds—the microenvironment and macroenvironment — is vital to success. Be mindful of what is happening around you and your team, your external customers and their concerns. Are they happy and satisfied?

Strategy:

  • Communicate regularly with your teams and those that lead teams.
  • Keep your eyes and ears open to assess if anything needs your intervention.
  • Be consistent in your communication with department heads and include their staff when you can.
  • Ask the magical’ questions starting with who, what, where, when, why, how, which.
  • Use your meetings to increase your awareness of what’s happening internally and externally with your customers.
  • If something seems out of sync in your operations, ask questions.

Staff are part of the equation—the value. Every positive interaction is valuable and adds to the overall impression.
Resort staff were hired for their friendliness, attitude, and smile. I was told once by a customer service manager that he hired for attitude and trained for skills. So, with that Gold Coast relaxed style and Legendary InterContinental professionalism, we experienced and enjoyed our experiences in all areas of the Sanctuary Cove Resort. All the customer touchpoints were equally satisfying and helpful. I genuinely felt that all employees we came in touch with were happy doing their jobs and pleased they were doing it at Sanctuary Cove Resorts.

Teamwork is vital. As I say in my training, TEAMS = Together—Everyone—Achieves—More—Service, or Success.

For additional information, visit https://www.sanctuarycove.intercontinental.com/.

 

 

 

Written by: Richard Coles

 

 

 

 

 

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