Horizon Hotels, a premier hotel chain renowned for its luxury offerings, faced significant challenges in maintaining exceptional customer experiences. As a growing brand in the competitive hospitality market, Horizon Hotels sought to elevate its service standards and enhance customer interactions across various touchpoints. With an increasing focus on customer loyalty and retention, the company turned to Novalta for a forward-thinking, data-driven approach to reshape its customer service culture and ensure consistent satisfaction.
Horizon Hotels faced several critical issues affecting its customer experience:
To address these issues, Horizon Hotels needed a holistic, future-ready solution to bridge these gaps and optimize its service delivery at all levels.
Novalta began with a comprehensive analysis of Horizon Hotels’ customer service ecosystem, gathering feedback from employees, management, and customers. The focus was on:
Novalta implemented a suite of impactful learning solutions aligned with Horizon Hotels’ goals of improving customer retention and service consistency. Key components included:
These solutions were implemented across 35 hotel locations, with all staff roles receiving targeted training.
The implementation of Novalta’s learning solutions resulted in measurable improvements:
Horizon Hotels saw a significant transformation in how employees interacted with guests, leading to a consistent, high-quality service standard across all locations. Novalta’s metrics-driven approach not only delivered immediate improvements but also laid the groundwork for a culture of continuous service excellence.
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