Hospitality

Horizon Hotels’ Guest Experience Reinvented

Overview

Redefining Hospitality for Tomorrow

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.

The Challenge

Ensuring Every Stay Stands Out

Horizon Hotels faced several critical issues affecting its customer experience:

Inconsistent Customer Service: Front-line staff lacked consistent training, leading to varying levels of service quality across different locations.
Low Customer Retention Rates: Despite a solid customer base, repeat customers were not engaging as often, resulting in missed opportunities for sustained revenue.
Lack of Proactive Support: Customer support teams were reactive rather than proactive, impacting the overall satisfaction of guests.

To address these issues, Horizon Hotels needed a holistic, future-ready solution to bridge these gaps and optimize its service delivery at all levels.

Our Approach

Personalized Learning for Hospitality Heroes

Novalta began with a comprehensive analysis of Horizon Hotels’ customer service ecosystem, gathering feedback from employees, management, and customers. The focus was on:

Data-Centric Needs Assessment: Conducting in-depth interviews and surveys with key stakeholders to identify specific pain points in customer service interactions.
Role-Specific Development: Designing tailored learning programs for key roles: Front Desk Agents, Guest Relations Managers, and Customer Support Specialists.
Long-Term Learning Journey: Developing a multi-phase learning roadmap that incorporated both immediate training needs and long-term development goals.

The Solution

Crafting the Ultimate Guest Journey

Novalta implemented a suite of impactful learning solutions aligned with Horizon Hotels’ goals of improving customer retention and service consistency. Key components included:

Front Desk Excellence Program: A blended learning program focusing on personalized guest interactions, conflict resolution, and upselling techniques, resulting in a 20% increase in customer satisfaction scores.
Guest Relations Leadership Lab: A virtual instructor-led training (VILT) program focused on leadership skills, empowering Guest Relations Managers to drive a customer-first culture. This led to a 15% increase in guest loyalty metrics.
Proactive Customer Support Blueprint: A new customer support training module built around proactive issue resolution, including AI-powered learning tools for on-demand support, enhancing response time by 30%.

These solutions were implemented across 35 hotel locations, with all staff roles receiving targeted training.

The Impact

Guest Interactions Elevated

The implementation of Novalta’s learning solutions resulted in measurable improvements:

Customer Satisfaction Scores: A 25% increase in overall satisfaction across all service touchpoints within six months.
Retention and Loyalty: A 15% boost in customer retention rates, with a marked increase in repeat visits.
Operational Efficiency: A 30% reduction in support response time, improving the guest experience and increasing operational efficiency.

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.

Hospitality

Horizon Hotels’ Guest Experience Reinvented

Redefining Hospitality for Tomorrow

Ensuring Every Stay Stands Out

Personalized Learning for Hospitality Heroes

Crafting the Ultimate Guest Journey

Guest Interactions Elevated

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