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Tui service presentation hospitality conference mm

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Tui service presentation hospitality conference mm

  1. 1. Hospitality Forum & Awards Athens, 17/06/2015 Service with a Smile
  2. 2. 2 Michalis Mavropoulos Regional Director East Mediterranean Greece, Italy, Croatia, Malta, Bulgaria, Egypt, Turkey, Cyprus, UAE, Jordan, Oman
  3. 3. 3 TUI – The world’s number one integrated tourism business
  4. 4. 44 Market Leader
  5. 5. 5 Tailor made holiday experiences Transfers & Excursions Accommodation & Destination Services Destination Sales Infrastructure Cruises Handling Airport Services Groups, Round trips & MICE (Meetings, Incentives, Congresses and Events) ServicesBasic Facts years of presence in Greece subsidiary of TUI Group million arrivals in Greece More than 40 100% Approx. 2,2 million TUI in Greece colleagues in Greece 1.500
  6. 6. 6 Flight Transfer Accommodation Excursions Book Airport Arrival Guide Service Back Home Customer Experience Touchpoints
  7. 7. 7 Rhodes 22/2/2014 Why we are different
  8. 8. 8 Rhodes 22/2/2014 Key elements of success Brand Promise
  9. 9. 9 Measuring Operating PerformanceWe monitor the quality of our service
  10. 10. 10 Net Promoter Score “Would you recommend us to your friends?”
  11. 11. 1111 19% 27% 54% 0% Driving Recommendation
  12. 12. 12 Service never disrupted Example: Bus Driver’s Strike in Heraklion Service: • We serviced 7.000 arrivals in one day • We looked for alternative transfer methods • We offered water bottles to customers • Our TUI Airport Team provided support & assistance • Our TUI entertainment team offered customer and children care Communication with Local Authorities: • Throughout the whole day we were in constant communication with local authorities
  13. 13. 13 General Safety Hygiene Pool Safety Child Safety Fire Safety Health & Safety We check for example:  Seat belts in buses  Hygiene in Restaurants  Anti slip carpets on boats  Balcony Rails in Hotel rooms  Supplier insurance contracts
  14. 14. 14 Acting as a Role Model Comply with legislation Set Standards in Market Discuss with public stakeholders Follow Group Policies
  15. 15. 15 Culture Wizard Language Training TUI Smiles Academy Learning Management System Virtual Ashridge Management Training JUMP – Global Management Development Programme Tailored Management & Teams Training Airport, Childcare & Entertainment Scene Service Training
  16. 16. 16 Excellent service = Loyal customers Our customer service promotes both, TUI and Greece
  17. 17. 17 What can all we do together next? Differentiate products & services Modernize infrastructure Invest in service education & training
  18. 18. 18 Thank you.

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