ORLANDO, Florida (March 10, 2008) -- Orlando-based Sol Meliá Vacation Club (SMVC) has rolled out an exclusive, customized training program for its member resort concierge employees using the Paradisus Palma Real in Punta Cana, Dominican Republic as its beta site. The training program focuses on optimizing services, and anticipating guest needs in order to provide an exceptional experience through a high level of service in order to make each stay a memorable one.
According to Denis Ebrill, Executive Vice President of Sol Meliá Vacation Club and Leisure Real Estate Division, as the concierge and guest service representatives for hotel guests, SMVC employees are, in many cases, the first resort contact guests have. Therefore, SMVC has adopted a strategy in which all SMVC and Sol Meliá Hotels & Resorts employees are trained in combination to be well versed in the standards required for excellence of service from approach, acknowledgment, intent, and follow-up for any guest request or inquiry. SMVC believes that this will lead to higher guest satisfaction and long term consumer loyalty.
Standards required for trained concierge staff include full understanding and knowledge of hotel services as well as area amenities and attractions, proper phone etiquette, greeting, professional tone and look, proper acknowledgment and use of the guest’s name, maintaining eye contact, providing information in a prompt manner and follow-up of all services to gage guest satisfaction.
“We want to insure that our concierge staff not only provides guests with the opportunity to learn about the benefits of membership with SMVC and determine if it fits their vacation lifestyle, but that we are the catalyst in guests becoming loyal to the Sol Meliá brand,” Ebrill added.
He explained that due to the current success of the program at Paradisus Palma Real in Punta Cana, the exclusive training program will be extended to SMVC locations in the Caribbean resort locations at Gran Meliá Puerto Rico, Paradisus Punta Cana and Meliá Caribe Tropical in the Dominican Republic by mid 2008. The Mexican SMVC resort locations at Gran Meliá Cancun, ME Cancun, Meliá Cozumel, Paradisus Riviera Cancun and Meliá Puerto Vallarta will also see this customized training program implementation by end of 2008.
SMVC is an international brand membership that focuses on providing leisure lifestyle experiences that include exotic destinations, designer appointed luxury suites, exclusives services and unforgettable amenities. Other SMVC resort locations include Puerto Vallarta, Mexico, Puerto Rico, the Dominican Republic, Panama and the Canary Islands, Spain. SMVC and Sol Meliá Leisure Real Estate Division are part of Spain-based Sol Meliá Hotels & Resorts, a 50 year old international hospitality company with more than 350 hotels in 30 countries on 5 continents.
|
