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Did You Know?
Banyan
Tree:
Unlocking the creativity of staff to deliver the
brand
Banyan Tree hotels and resorts in South East Asia
offer a 'sanctuary for the senses'. They are definitely
luxurious, but not in the conventional sense. For
example, there is no air-conditioning in the spas.
Instead they are located in lush tropical settings,
for which the Banyan Tree is now renowned.
The Banyan Tree experience is one of intimacy and
romance, most of the guests are couples. Delivering
the experience involves more than just hotel service
of the highest standards, it involves the creativity
of each and every member of staff.
It may be the room boy leaving a flower on the
bed when he turns down the covers at night. It may
be the beach attendant writing poems in the sand.
Or it may be staff creating an 'intimate moment'
for guests by transforming their villa with candles,
satin sheets and an open bottle of wine.
This kind of involvement in delivering the brand
experience is achieved by:
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Recruiting on attitude, rather than experience |
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Involving
staff in the development of new resorts |
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Giving
staff 'villa stays' so they can understand the
experience themselves |
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Encouraging
staff to create guest experiences, above and
beyond clear service standards
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These strategies have been an integral part of the
success of the brand, which has won numerous accolades
and awards, probably more than any other resort in
Asia.
Ask yourself:
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Am I really doing enough to involve my staff
in delivering the brand experience? |
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Manual
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