Advertisement/Public Relations
- How is the service proposition communicated by the service provider?
- How is the service proposition communicated by the service provider?
TV
TV adds on the most important Romanian TV channels during the winter season
Billboards
Big posters displayed on the main access road to Poiana Brasov
Big posters displayed on the most important national roads and highways
Big posters displayed in cities where the main target market of the hotel lives
Sponsorships
Main sponsor of the international ski competitions held in Poiana Brasov
Events
Organizes a small music festival on the slope during winter holidays with free access for every tourist
Brand & Logo
The hotel has its own logo shop
People buy jackets, caps, umbrellas to remember about their stay, and advertise the hotel’s name on the street
Presence of the logo and the name of the hotel on winter ski jackets of the ski instructors on the slopes.
Promotional materials
Flyers, catalogues and discount vouchers distributed by the hotel in the tourism offices from the main neighbourhood cities
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Social Media
- Which pre-service information can people access through social media?
- Which pre-service information can people access through social media?
Facebook
Hotel’s official Facebook page has a very high number of followers
The rating star of the reviews offered is 4.5/5
The page is daily refreshed with 2 posts which present different services of the hotel
The hotel answers in less than 24 hours to every comment written by the travellers
The phone number is very accessible and by only one click you are directly in touch with the hotel
There is a direct link to the official reservations’ webpage
The hotel uses attractive Facebook adds in the news feed which motivate online surfers to access the link.
Organises monthly give aways where it offers discount vouchers and even 1-night stay for free
Invites weekly local TV personalities, fashion stars, singers or bloggers to make videos and take photos in the hotel
Instagram
The Instagram account does not have as many followers as the Facebook page
A short description of the hotel, together with the link to the website are very visible on top
The hotel posts only one daily picture to advertise the services
The photos have a good quality and are very professional edited
Usually reposts photos and videos from happy guests who use the hotel’s location
Invites weekly a local TV personalities, fashion star, singers or bloggers to make videos and take photos in the hotel
YouTube
The hotel has a YouTube account, but it has very few subscribers.
Usually, the weekly super stars invited who also have a video blog on YouTube present the hotel and at the end recommend the quality of its services
The YouTube video is then reposted on Facebook
Trip Advisor
Very few comments on the page
The account also includes the same number of professional pictures used for presentation
Every review has an answer from the general manger in less than 1 day
Very careful attitude about the guests’ opinion
Google Reviews
A record number of positive reviews exist
The general manager answers very fast to appreciate the customers reviews
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Word-of-mouth
- What do friends, colleagues and family actually communicate about the service and/or service provider?
- What do friends, colleagues and family actually communicate about the service and/or service provider?
Service
Incredible service performed by staff
Everyone is smiling from the beginning up to the last minute spent there
You will feel as in an international hotel chain, very close to your home
Professional service was founded in every department
The very close attention to details convinced us to state which is our favourite hotel in the world
You always get a surprise exactly when expect the less
Rooms & Design
Very cosy rooms
Enough space even in standard room
The balcony was the favourite place
Each room has an outstanding view
The modern wood design will cut your breath
We do not even feel to be anymore in Romania
Brand Value
A hotel with a tradition from the 20th century
An individual managed property which is pretty much customer oriented
The place where you will meet all the professional and passionate people from the industry
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Past Experiences
- Which experiences do people have with (similar) services and/or service providers?
- Which experiences do people have with (similar) services and/or service providers?
Other 4-star hotels in Poiana Brasov
The staff is a little bit unpolite and untrained
The staff needs an update as there are few teen people who might implement new ideas
Rooms do not have modern facilities and need a redecoration
SPA centre does not offer too much privacy
New technologies are not implemented
WIFI is available only in the lobby area
Rooms have still a key as way of access instead of a card
The price is relatively lower, and it can be more affordable
The rooms have bigger surfaces
Same hotel
Never been to this hotel before
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Service Journey
- Which touchpoints do customers experiences during the service journey?
- Which touchpoints do customers experiences during the service journey?
Make a reservation
Decide to spend one night in the mountains
Choose Teleferic Grand Hotel, based on the good reviews
Access directly the hotel’s website to have the best available rate
Webpage looks friendly, accessible and safe to make a reservation
Search for availability for a double room
Have to create an account for the first time
The estimated time for booking was a little bit longer than expected
Confirm the dates and introduce the credit card number as a guarantee
Receive Confirmation email
Receive an automatic confirmation of the reservation
Receive at the same time a email with our names which asks for more details
Express our arriving time, desire for a special welcome in the room , a reservation for massage and possible food allergies.
Receive a new email with 48 hours before check in
The email includes a map with the access to the hotel and the GPS location
Considered annoying to receive so many emails
Finnaly understand how professional the hotel is
Arrive at the hotel
Arrive at the hotel without any problem, based on the guided information provided
Pick up a ticket to enter in the parking lot
The parking is well maintained
Fell safe as the entire parking is secured 24/7
Difficult to get lost lost as the parking has accurate driving signs
Help with the luggage
The bell person opens the car doors
Welcome us with a very big smile
Find the first staff member very friendly and professional
Breath the fresh air
The bell person arrives with the trolley
The luggage is stored safely in the luggage room
The bell person asks permission to park our car
Greet with champagne and cookies
Feel surrounded by smiles and good vibes
The lobby area does not have any fresh perfume in the air
Check In
Meet again a professional and friendly smile
Notice how comfortable and interesting the front desk is.
The computers have an appropriate position
The eye contact between guests and receptionist is visible.
Offer the identity cards and credit card necessary for the registration process
Very fast sign the welcome letters
The receptionist provide with patience the entire information necessary to know
The receptionist suggests to book a massage
Asks one more time if we have other wish during our stay
Go to see the room for the first time
Accompany to the room is offered by the bell person
Notice that the rooms, floors and elevators are marked by indicators and signs
Find easily the way to the room
The corridors are very clean as well as the carpet, but there is lack of fresh air.
Observe modern technologies: room number written on a digital led card on the wall, and a touch-less doorbell
Discover that the room has the same visual appeal as in the pictures
First inspected is the balcony to see the mountain view
Notice the cosy atmosphere of the room
The bell person explains how to control the heating
A pleasant surprise is discover on the bed: a welcome letter signed by the general manager accompanied by a small box of chocolates
Receive the luggage
The bell person arrives in time with the luggage
Asks again with the big smile if everything is all right in the room
Unpack the luggage
Start to become familiar with the ambiance of the room.
During stay- Visit the SPA
Look for slippers and bathrobe in the room to use in the SPA centre
Easily access from the room to the SPA centre (signs to indicate direction)
SPA staff offers accurate explanation about the jacuzzi and the inside pool
Exterior jacuzzi has the correct temperature and offers continuously the same volume and pressure of the water
Exterior jacuzzi offers the desired privacy and the necessary comfort
SPA staff asks if we feel good and if we want to serve a champagne or a cocktail
The massage scheduled starts in time
The masseur asks if there is any preference for ambiance perfumes during the massage
The 60 minutes for massage are passing too fast
During stay- In room shower
The bathroom is well equipped with towels
The bath amenities are not brand ones, but are still very qualitative (skin care)
The hot water comes immediately, so not necessary to waste time
The glass door of the shower is not secured enough
The water flows out on the foot towel
Ask the front desk to bring two new bathrobes as the other ones used at the SPA are still wet
Notice the front desk about the shower problem
During Stay- Have dinner
The maître d’hôtel welcomes in the main restaurant
Asks if we have any table booked for tonight
Finds a table for two with a beautiful view
In the restaurant is present a food smell in the air, which is a little bit unpleasant
The menu offers a variety of products, including mountain receipts
The maître d’hôtel recommends the best wine
The food comes very fast and has an impressive plating
Even if the prices are a little bit spicy, the flavours of the dishes were incredibly tasty.
The maître d’hôtel presents the dessert.
The bill arrives
The maître d’hôtel asks:
- about the gastronomical experience and about suggestions
Wishes us a lovely night
During stay- Return to the room & Sleep
Desire to relax on the balcony
In the mini bar all the drinks are cold enough
The balcony has the perfect size, even if the chairs are not provided with a pillow
It is very cold, decide to go to sleep.
The light control in the room is a little bit confusing, but finally manage to turn all the lights off
The mattress is very taught at the beginning, but after it turns to be very pleasant as it takes the shape of the body
The blanket together with the temperature from the room make the sleep very comfortable
The pillow is not as qualitative as the other items from the room
12. During Stay- Order Room Service Breakfast
Decide to call for a room service breakfast
Find a menu for the room service on the desk
The breakfast arrives in the room as promised in 30 minutes
Every plate is very nice arranged
We receive also a small letter who wishes us'’good morning’’
Unfortunately, the quantity of the products is not enough, but the taste is very good
Check Out
Call the front desk to help us with the luggage
The bell person arrives immediately and asks:
- how we are felling today
- at what time we need the car
At the check-out, the front desk firstly asks:
- about our stay
- if we have any recommendations to improve the service
Receive a copy after the bill to check if everything is correctly posted
The payment moves very fast and professional
Receive the invoice in an envelope
Find the car prepared for departure in front of the hotel as we wished
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Customer Relationship Management
- How do the service provider follow-up with customers?
- How do the service provider follow-up with customers?
Follow up email
After one hour from the check-out, it has been received a follow up email
The email contains:
1) A message to thank us for our stay
2) A second question about our experience at the hotel
3) A link to access the review webpage from the hotel’s website
The end of the questionnaire offered
a discount of 25% to be used in the hotel
Follow up telephone
After 48 hours from the check-out, we receive a call from the reservations department of the hotel
The person in duty asks if we know when will be the next visit to the hotel
Express our wish instantly
The reservations department offers a bonus of 5% discount which can be added at the 25% received before
The hotel succeeds again to convince us
In the end, we fix our next stay at Teleferic Hotel for the next month
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Social Media
- What do customers communicate about the service and/or service provider through social media?
- What do customers communicate about the service and/or service provider through social media?
Social Media
The hotel only requests us to write a review on the website
Consider that our review might help other future travellers and even the hotel
Decide to include the same review, with the same positive and negative aspects discovered by us
The link received motivated us to write the review on Facebook, Trip Advisor and also on Google Reviews
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Word-of-mouth
- What do customer tell their friends, colleagues and family about the service and/or service provider?
- What do customer tell their friends, colleagues and family about the service and/or service provider?
Word-of-mouth
Turn our good review in a recommendation for everyone else who asks about our stay at Teleferic Grand Hotel
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Expectations
- What are (potential) expectations towards the service and/or service provider?
- What are (potential) expectations towards the service and/or service provider?
Desired customer service
Very careful at our wishes
Motivate us to escape from our daily routine
Act professionally
Be very friendly and polite
Find rapidly solutions if something goes wrong
Feel safe
Double check everything in the room before the arrival
Predicted customer service
Professional attitude
Make us feel like home
Convince us to discover the hotel’s services
Find rapidly a solution to any problem
Desire to make us to come back again at the hotel
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Experiences
- What are the individual experiences customers have with the service and/or service provider during the service period?
- What are the individual experiences customers have with the service and/or service provider during the service period?
Actual customer service
Professional
Friendly
Customer Oriented
Anticipate our needs
Always convinced us to smile
Full of surprises which step by step attract you to come back at the hotel
Service happened smoothly
Influence us to discover the quality of service of the brand
Service recovery
More attention to the technical details
The pleasant ambiance should be present everywhere in the hotel
Pressure on guests to book a massage
Introducing a better quality of the bathroom amenities
Introducing more or different bathrobes for the SPA centre
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Satisfaction/Dissatisfaction
- Customers individual assess the service by comparing service expectations with their personal service experiences
- Customers individual assess the service by comparing service expectations with their personal service experiences
Meet our expectations
Professional staff
Professional attitude
Customer Oriented
Modern facilities
Responded fast at our problems
Relaxed and succeeded to get us out of the box
Convinced to try every service and even to come back
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