Industries - Hospitality

PerformInsight Potential Scorecard – Hospitality
	High	Medium	Low
Sales force
Customer service
Service delivery
Back office operations
Compliance/Standards maintenance
Supply chain
Distributors

Rationale: Above all, the hospitality industry relies on the experience that occurs at the customer touchpoint. As a result, industry leaders – regardless of brand focus – must emphasize service and clearly define and protect the impact on the customer at the touchpoint. Employees across the enterprise must be aligned to undertake the right actions across a variety of situations. PerformInsight ensures that employees, suppliers and distributors perform in line with hospitality companies’ service priorities.

Example Performance Program Focuses – High Potential Opportunities:

1. Sales:

• Ensuring that captive and independent sales forces understand options for buyers as well as triggers for substituting one option for another
• Understanding customers’ exact needs
• Designing optimally profitable solutions for customers
• Up-selling affiliated products such as rental cars, hotels and restaurants
• Following up with customers to evaluate level of satisfaction
• Managing the account for future sales opportunities

• Ensuring understanding of brand objectives in each customer encounter
• Reinforcing consistent representation of service brand
• Recognizing customer service employees for “going the extra mile” in meeting customer needs
• Identifying “fit” of employees with opportunities for career progression

• Providing brand-consistent services and touchpoint experiences at every point in the hospitality service chain
• Rapidly adapting to changes in customer priorities and product/service offerings
• Recognizing service employees for “going the extra mile” in meeting customer needs
• Identifying “fit” of employees with opportunities for career progression

• Ensuring that employees follow procurement protocols
• Creating consistent service results across multiple suppliers based on criteria such as timeliness, completeness of order and product quality

• Educating distribution channels on new products and services
• Reinforcing sales of high-value or featured products and services
• Improving independent distributor loyalty