Hospitality Forum & Awards Athens, 17/06/2015 Service with a Smile
Hospitality Forum & Awards Athens, 17/06/2015
Service with a Smile
2
Michalis Mavropoulos
Regional Director East Mediterranean Greece, Italy, Croatia, Malta, Bulgaria, Egypt, Turkey, Cyprus, UAE, Jordan, Oman
3
TUI – The world’s number one integrated tourism business
4 4
Market Leader
5
Tailor made holiday experiences
Transfers & Excursions
Accommodation &
Destination Services
Destination Sales Infrastructure
Cruises Handling
Airport Services
Groups, Round trips & MICE
(Meetings, Incentives, Congresses
and Events)
Services Basic Facts
years of presence in Greece
subsidiary of TUI Group
million arrivals in Greece
More than
40
100%
Approx. 2,2 million
TUI in Greece
colleagues in Greece
1.500
6
Flight
Transfer Accommodation
Excursions
Book
Airport
Arrival
Guide Service
Back Home
Customer Experience Touchpoints
7 Rhodes 22/2/2014
Why we are different
8 Rhodes 22/2/2014
Key elements of success
Brand
Promise
9
Measuring Operating Performance We monitor the quality of our service
10
Net Promoter Score
“Would you recommend us to your friends?”
11 11
19%
27%
54% 0%
Driving Recommendation
12
Service never disrupted
Example: Bus Driver’s Strike in Heraklion
Service:
• We serviced 7.000 arrivals in one day
• We looked for alternative transfer methods
• We offered water bottles to customers
• Our TUI Airport Team provided support & assistance
• Our TUI entertainment team offered customer and children care
Communication with Local Authorities:
• Throughout the whole day we were in constant communication with local authorities
13
General Safety
Hygiene
Pool Safety
Child Safety
Fire Safety
Health & Safety
We check for example:
Seat belts in buses
Hygiene in Restaurants
Anti slip carpets on boats
Balcony Rails in Hotel rooms
Supplier insurance contracts
14
Acting as a Role Model
Comply with legislation
Set Standards in Market
Discuss with public stakeholders
Follow Group Policies
15
Culture Wizard Language Training
TUI Smiles Academy Learning Management
System
Virtual Ashridge Management Training
JUMP – Global Management Development Programme
Tailored Management & Teams Training
Airport, Childcare & Entertainment Scene
Service Training
16
Excellent service = Loyal customers
Our customer service promotes both,
TUI and Greece
17
What can all we do together next?
Differentiate products &
services
Modernize infrastructure
Invest in service education &
training
18
Thank you.