2. OUR CULTURE – ‘One Dream, One Team’
There is something truly special about the culture within Harvey’s Point. It is the most precious and perhaps the most important part of our strategy and it is the key to our success. Our customer focussed culture has evolved over time, and while the hotel has become bigger and busier during the past twenty-nine years, our core values have remained the same. There is a sense of caring that is shared by the owners, management and staff, caring for each other (as internal customers) and caring for our discerning guests. As one team, we celebrate the highs and stick together during the lows of hotel life. The positive culture in our organisation energises us and motivates us to aspire to excellence, together.
3. LISTENING TO OUR CUSTOMERS
Every customer has a voice and that voice has to be heard in order to firstly understand and ultimately anticipate and deliver their needs. Listening to our customers is a vital step in our service delivery. We listen carefully and try to pick up on guest cues and then act on them. The act of listening occurs well before our guests arrive, during their stay and indeed after they have departed. There are so many platforms from which we can learn from our guests, either face to face, through social media and even from other guests, who visit us because of high recommendation and referral. One of the key questions that we ask our guests when gathering feedback is “How likely are you to recommend Harvey’s Point to a friend?” This Net Promoter Score gives us a clear indication of our ranking in customer service delivery.