What is Hospitotally

It’s about making exceptional customer service happen in your business. Hospitotally is service simplified: giving you a new way of thinking and acting when it comes to delivering the very best customer service possible. We will teach you how to build remarkable and memorable experiences for your customers, building not just customer satisfaction but long-term customer loyalty and repeat customers for life. Hospitotally is the standard for quality customer service excellence.

Service Simplified?

Service simplified means building your business around the individual needs, preferences, desires and expectations of each customer. Our approach revolves around the simple premise that exceptional customer serviced does not need to be complicated to be effective; it just needs to be understood. Simply put, it’s about knowing:

Who are your customers?

What do they want?

How do they want it?

Although it may sound simple, getting your strategy, systems and people behind a common purpose is sometimes the challenge. Answering these questions will open a new dimension to your business about understanding the importance of addressing the wants of your customers. Hospitotally has a system that works for you to answer these important questions and measure it for success…we’ll show you how!

A happy customer will tell 5-10 people about their experience with you and your business…an unhappy customer will tell 10-20 people about you! Can you afford it?

What is Hospitotally Certification?

Being Hospitotally certified for individuals and your business is a guarantee to you customers that you understand their needs, wants and desires. It validates to your business, partners, employees and the community in which you live that high-level commitment and standard of service excellence when it comes to understanding your customers. Hospitotally certification allows you to demonstrate service excellence based on simple criteria known as “the service approach”, challenging you to be the absolute best in quality customer service delivery and results. These criteria established by Hospitotally® allows you to benchmark with the best and be your best. To be the best, the challenge for you is to demonstrate the following criteria:

Hospitotally Customer Service Criteria:

1. Strategy-having a clear sense of vision, purpose and values.
2. Systems-maintaining hard and soft systems that support the strategy.
3. People -hiring and training only the very best willing to serve customers.
4. Results-measuring how you are doing in serving your customers

HospiTotally Certification Criteria

1. An expressed Customer Service Strategy The organization must demonstrate to have a Customer Service Strategy that expressly states your Customer Service intentions. How do you build customer relationships? What are the key factors that lead to customer satisfaction, loyalty and retention? Describe how the organization determines customers’ needs, expectations and preferences. 2. Integrated Customer Service Systems The organization demonstrates customer service systems that integrate the Service strategy with the needs of the customers and employees. Who are your customers? What do they want? How do they want it? Once these questions are addressed, then describe how the organization systematically deals with process implementation and improvement. 3. Disciplined Employee Hiring and Training The organization demonstrates disciplined Hiring and Training practices effectively communicating the Service Strategy. How do you determine traits that best satisfy the expectations of the customer? What distinguishes you from others as a “great place to work”? How do you measure performance? Describe how the message is communicated to employees and customers. 4. Effective Customer Feedback Mechanisms The organization demonstrates to have systematic Customer Feedback Mechanisms in place incorporating listening, follow up and recovery skills. How do you listen to learn customer needs, expectations and preferences? How do you get feedback? How do you deal with complaints? Describe the process of customer feedback, listening approaches and communication to employees and customers. Close

© 2009 Hospitotally Call 505.980.0985 | john@hospitotally.com

What are the benefits of Hospitotally Certification?

Hospitotally is about making the best, better. Studies show that those organizations that provide exceptional customer service have better financial performance, lower employee turnover, more repeat customers and immeasurable value created by positive “word of mouth” in the community and overall improved performance.

Who are they? Their passion is service!

John and Jim have strong hospitality business backgrounds with extensive management and executive experience. They founded Hospitotally, an Albuquerque based Consulting business specializing in customer service applications.

John is a former Cabinet Secretary in the state of New Mexico; he shook up how business is done in government. John successfully led an impressive career with Marriott Hotels and Bennigans Restaurants. He currently serves in senior advisory positions in the area of Economic Development and recently accepted a Presidential Appointment to serve on the National Advisory Board for Historic Preservation.

Jim, like John, started in the Hospitality industry working for Bennigans and Olive Garden Restaurants. Jim currently oversees operations at El Pinto Restaurant, one of the nations largest single restaurant operations in the country. Jim is recognized as “Mr. Hospitality” in the state of New Mexico.

Together they are passionate about creating cultures of service excellence; constantly working to maintain and improve customer service in any business culture…they are the service experts!

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Current Events

If you attended our presentation at the 2011 Sunrise Annual Summit in Napa, please click on Contact Us above to send us your contact information and we will get back to you soon.




Updates

Saturday, November 20th a record $150,000 was raised for the National Dance Institute of New Mexico.  We always enjoy the chance to MC these local events that bring so much to our community. Our sincere appreciation goes to Jim and Rebecca Long and The Hotel Albuquerque for being our gracious hosts and creating a remarkable experience.




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