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INCREASE OPERATIONAL EFFICIENCY: OPPORTUNITY #1
CHALLENGE #4
MAIN OPPORTUNITY:
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PLANNING THE ACTIVITIES:
When customers plan all the activities during the stay.
MAIN PROBLEM:
Management doesn’t have information about customers, their profile, and their expectations. In addition, they have no record of the activities carried out by the visitors. This gap is not allowing the creation of a personalized service adapted to clients' needs and preferences.
SECONDARY PROBLEM:
Lack of standards checklists and main processes.
Creation of SOP’s to create specific procedures for the operational team that describe in detail all the tasks in accordance with the industry and guarantee quality standards and parameters. Implement a Customer Relationship Management to build a solid connection with clients and more alignment with their needs and wishes.
Assure an investment in staff training for new tools and procedures.
