InProve Program 2014 english

Beyond Standards Individual measures for maximizing quality

Vorwort

Contents

Calls – evaluating the quality of the first impression

Mystery Call (reservation/MICE) Professional Page 5

Mystery Call (reservation/MICE) Premium Page 5

Checks – targeted analysis for the best results

Mystery Checks – objective, comprehensive analysis of a variety of areas

Mystery Check Professional Page 6

Mystery Check Professional Plus Page 7

Mystery Check Restaurant Page 7

Emotional Checks – analysis of the emotional effect of your services

Emotional Check Page 9

Emotional Check Restaurant Page 9

Competition Checks – comparison of competitors’ services

Competition Rate Check Page 11

Competition Sales Cycle Analysis Page 11

Sales Cycle Analysis – analysis of the entire sales process

Sales Cycle Analysis Reservation Page 13

Sales Cycle Analysis MICE Page 13

Training courses – targeted employee training in all areas

Training courses Page 15

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Dear Business Partners,Dear Colleagues, Quality is the key to your success. So take advantage of our InProve program to see your company through the eyes of a customer. Our experienced specialists carry out comprehensive analysis of all the areas in which your employees come into direct contact with customers, from the initial call, quote, and reservation to the visit of your hotel or the use of your company’s services.

Our InProve program offers you individual solutions tailored to your specific requirements. It’s very important to us that we work with you to define the most important criteria beforehand. Our IFH Online Reporting provides you with access to the current status of your measures and a straightforward, com-prehensive report at all times.

Afterwards, we’d be happy to advise you on optimiza-tion and offer you training courses, because the aim is of course to strengthen your teams and improve their methods, so that in the future you can impress customers with an even more professional service from the very first moment.

Simply browse through our extensive range of services and feel free to contact us with any questions you may have.

Sincerely,

André Wiringa Managing Partner

Incidentally, many service industries look to the up-scale hotel segment for inspiration when it comes to their own services. Take advantage of our expertise to ensure company success. We adapt the InProve program to meet the specific needs of your industry and company.

Success begins with the first phone call

How well do your employees perform on the phone? Do they take personal requirements into account, offer good solutions, or manage to inspire anticipati-on in callers?

In short, do they live up to the brand promise when dealing with potential customers?

Benefit from objective analysis and a targeted eCoaching course for your employees

Are you interested in obtaining an objective assess-ment of the quality of your reservation or MICE phone services?

With our online training program, Mystery Call Professional service, we offer you the ideal solution. We conduct the agreed number of mystery calls each month and evaluate these based on a list of individ-ual criteria. Our IFH Online Reporting provides you with online access to all of the results at all times.

Based on neutral assessment, your employees are able to reflect on their own performance and make improvements with our cutting-edge eCoaching tools.

Services

Mystery Call (reservation/MICE) Professional

A defined number of mystery calls per month

Evaluation based on up to seven (reservation) or up to eleven (MICE) categories of IFH standard criteria

Access to eCoaching and IFH Online Reporting

Agreement by phone with the client once per quarter

Certificates and IFH guidelines

Benefit from objective employee analysis and per-sonal training for your employees

The Premium program is suitable for all customers looking for a holistic examination of their services. The first step involves a starting workshop, in which we work with you to define the criteria and scenari-os to be examined. We then conduct mystery calls to evaluate and analyze the behavior of your reserva-tion and MICE employees.

In customized training courses, your employees have the opportunity to develop solutions for boosting their strengths and improving their weaknesses. Every employee also has access to eCoaching courses and can expand their knowledge on their own. Us-ing benchmarking tools, we compare your overall performance with that of competitors to reveal where your hotel or company currently stands.

With our help, you’re certain to find a tailored solu-tion for your scope of activities. You yourself decide which employees will be participating and how many calls we should make each month.

Services

Mystery Call (reservation/MICE) Premium

A half-day starting workshop (definition of criteria and scenarios)

A defined number of mystery calls per month

Evaluation based on up to seven (reservation) or up to eleven (MICE) criteria categories (company-specific and changeable)

Access to eCoaching and IFH Online Reporting

Certificates and IFH guidelines

Three training courses per year

Benchmarking

Calls

Mystery Call (reservation/MICE) Professional

Mystery Call (reservation/MICE) Premium

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Our mystery calls provide you with the opportunity to objectively assess and optimize the performance of your reservation and MICE employees on the pho-ne. We set great store by motivating your team and improving performance in a targeted fashion.

Choose one of our two variations based on specific requirements, so that your company can give custo-mers a first-class impression and increase sales in the future.

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Put your hotel or company to the test in numerous areas, from the perspective of the customer

With Mystery Check Professional, our experienced tester evaluates a variety of areas at your company. We work with you before-hand to define up to six testing areas/depart-ments and analyze these with a focus on test criteria, such as process efficiency in opera-tions, and sales and service behavior.

Using IFH Online Reporting, our tester creates extensive individual reports and charts for you addressing the areas in question and identifies opportunities for improvement.

Services

Mystery Check Professional

Individually defined test criteria based on the industry

Joint definition of the scenarios to be tested (up to six testing areas/departments)

Access to all areas of IFH Online Reporting

Written final report and photographs of all areas

You can see up to eleven areas of your hotel or company through the eyes of a discerning customer

Are you interested in gaining comprehensive, objective insight into the quality of your company? Then Mystery Check Professional Plus is the right choice for you.

Our experienced tester analyzes up to eleven de-fined areas of your company, based on specific criteria that we’ve defined with you, such as process efficiency and sales and service behavior.

Using IFH Online Reporting, the results are ex-plained in individual written reports and charts. The tester also provides you with suggestions and ideas for improvement.

Services

Mystery Check Professional Plus


Joint definition of the scenarios to be tested (up to eleven testing areas/departments)

Access to all areas of IFH Online Reporting


Mystery Check Professional

Mystery Check Professional Plus

Top quality is the result of professional analysis, targeted training courses, and employee motivation

In our dynamic service industry, efficiency and service quality are everything. With our InProve Mystery Checks, you specify beforehand which areas of your company are to be fairly and objectively evaluated.

After all, only by revealing areas of weakness can we identify and implement concrete solutions for optimizing your performance across the board.

We differentiate between Mystery Checks and Emotional Checks.

You yourself can decide which check better meets your requirements.

Checks

Increase quality across the board – through objective critique and the corresponding measures

What’s important to guests? According to a survey conducted by Reader’s Digest, quality is the most important factor for 95% of all Germans.

Evaluate the quality of your company with our Restaurant System, Fast Food Casual (one to two courses), or Fine Dining (three to five courses) Mystery Check. Our experienced restaurant tester will provide you with detailed feedback on the following criteria: the condition of furniture and equipment, the efficiency of service processes, cleanliness and hygiene, friendliness and communi-cation with guests, sales and service behavior, and the quality of the food and beverages. Using IFH Online Reporting, you can view the tester’s charts and evaluations online at any time.

Services

Mystery Check Restaurant

Individually defined test criteria based on the restaurant category

Joint definition of the scenarios to be tested

Access to IFH Online Reporting


Mystery Check Restaurant

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What makes your hotel or company appealing? How do you create priceless moments?

In addition to measurable criteria, there is also a perception of quality on an emotional level. And it’s precisely this that motivates customers to recom-mend you to others. What do you do to ensure that your customers feel like they’re understood? What kind of atmosphere does your staff create?

Our experienced tester evaluates the product, the employees, their approach to services, and the ambience of your building. We define criteria ahead of time, which are then evaluated in writing.

The Emotional Check for hotels, for example, com-prises nine areas: website, reservations by phone, arrival and check-in, guest services during the stay, the public area, hotel rooms, the restaurant and dinner, breakfast, and departure and check-out. We work with you to define individual criteria for your company.

With IFH Online Reporting, you can view the evaluation and benchmark values in your industry at all times.

Services

Emotional Check





Examine your restaurant as a whole: what sets it apart for visitors?

Does everything seem to be all right in your restau-rant and yet there’s little word-of-mouth and a lack of enthusiastic regulars? What can you do to increase your sales and ensure that your guests feel at home?

To identify the answers to these questions, we offer the Emotional Check Restaurant for Restaurant System, Fast Food Casual, and Fine Dining. A restaurant tester examines four criteria four catego-ries on your behalf: reservations by phone, arrival and s eating, the overall stay, and payment and departure. A range of defined criteria makes it possible to measure how the customer perceives employee behavior and service and the environ-ment.

A particular focus is placed on impressive moments, proactive service, and personal interaction. The overall visit to your restaurant is evaluated and compared with benchmark values in the industry. IFH Online Reporting provides you with online access to all of this information.

Services

Emotional Check Restaurant

Individually defined test criteria




Emotional Check

Emotional Check Restaurant

New perspectives: your company as seen by experienced customers

Even when your company objectively does well in all areas, how does it perform on an emotional level? Our experts would be happy to carry out an Emotional Check for you to find out what’s appealing, surprising, and unpleasant. These emotional factors in particular play a key role in promoting customer loyalty.

Our employees are experienced, internationally well-traveled hotel testers and experts when it comes to assessing emotional factors. You and your employees gain new perspectives that help you to shape your services.

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How is a customer inquiry dealt with – compared to the direct competition?

With our Competition Check, we compare the services of your company with those of other providers. How does your team approach inquiries? How are prices negotiated? And what do your competitors offer?

Professional analysis of strengths and weaknesses strategically prepares you to more effectively deal with inquiries and increase your sales. You can choose from Competition Rate Check and Competition Sales Cycle Analysis.

Optimize your sales cycle – with a direct comparison with competitors

Are you interested in comprehensive analysis of your sales cycle, from the e-mail inquiry to book-ing in the reservation or MICE department? Then Competition Sales Cycle Analysis is the right choice for you.

In extensive reports, we reveal the strengths and weaknesses of your company compared to the competitors selected. What’s more, the detailed comments of our tester make it easier for you to select the right training courses for your employees.

Services

Analysis of an entire sales cycle, for example in MICE, reservations, or other areas/segments

Evaluation of your company’s sales cycle and that of the defined competitors

The services of competitors in written form

Comprehensive report on quality, including prices, scope of services, and strengths and weaknesses

Online access to the reports (IFH Online Reporting)

Compare yourself with your competitors

With the Competition Rate Check, we conduct a survey, focusing on the defined competitors and, if desired, employees at your company. We then put together an evaluation of all offers, taking into account prices, services, conditions, and reaction times. We provide you with all of the individual evaluations and documents.

The Competition Rate Check allows you to conti-nuously analyze developments in your market and adapt your corresponding strategies and offers to market events early on, as well as provide your employees with targeted training.

Services

Inquiry by phone (without recording), including reservation, event planning, and other services.

The services of competitors in written form

Report including prices, scope of services, and reservation and contract terms

We provide you with reports, evaluations, and documents in PDF form

Competition Rate Check

Competition Sales Cycle Analysis

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Boost your sales with Sales Cycle Analysis

When we analyze your sales cycle, we examine the entire sales process. We increase awareness among your employees for success-oriented sales behavior and the defined quality standards. The optional team training courses are a targeted measure that allows your employees to become more confident and professional, bringing you ever closer to your aim: to turn a majority of inquiries into business.

Incidentally, in addition to leisure and business in the hotel industry, Sales Cycle Analysis is also ideal for all other service industries, as we adapt our approach to meet your specific requirements and target group and provide you with a tailored solution.

Win over new customers, increase loyalty, and expand your customer base – with the initial customer contact

What can you do to increase your average sales and improve your up-selling? Do your employees adhere to defined standards?

With Sales Cycle Analysis Reservation, we evaluate the sales behavior of your reservation team using targeted efficiency and quality checks. From the first inquiry to the written offer and securing the reser-vation.

Our evaluations through IFH Online Reporting reveal the strengths and weaknesses of various areas. Based on this analysis, we recommend specific training courses for individual employees, so you can better exploit the opportunities this department provides in the future.

Services

Sales Cycle Analysis Reservation



Comprehensive written final report

Optional training on-site or by phone

Increase the service quality of your event depart-ment with an objective evaluation and suggestions for optimization

Take advantage of comprehensive, objective analysis of your event department’s sales activities and service quality. Where is potential exploited and where are opportunities wasted?

What can you do to improve the sales behavior of your employees, increase motivation, and optimize quality standards?

With Sales Cycle Analysis MICE, the quality standards can be assessed and evaluated with targeted inquiries in your event departments. From the initial contact to the written offer and dealing with objections. Thanks to a written evaluation, you can clearly recognize where there are strengths and where there is room for improvement. We also recommend suitable training courses for your employees. To ensure you can take advantage of every opportunity to win over potential customers and impress them with exceptional services in the future.

Services

Sales Cycle Analysis MICE



Comprehensive written final report

Optional training on-site or by phone

Sales Cycle Analysis Reservation

Sales Cycle Analysis MICE

Are training courses for your employees important to you?

Then take advantage of the expanded Sales Cycle analysis program – with three individual training courses. Simply get in touch with us. We’d be happy to tell you all about them!

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Increasing quality for all service providers

When it comes to service quality, most service providers look to the upscale hotel segment for inspiration. Your company too can take advantage of our expertise: we’re the ideal partner in terms of mystery calls, checks, detailed analyses, and targeted training courses.

What does first contact with the customer look like at your company? Where are there strengths and where are there weaknesses? And what measures can you take to increase your quality standards? With InProve, we develop pioneering solutions to ensure your future is successful.

It goes without saying that we adapt all of the criteria of our measures to meet your specific requirements and industry. Simply contact us in person. We look forward to hearing from you.

Targeted training to promote a leading edge

InProve offers you the opportunity to view your company as a whole. Our mystery calls, checks, and detailed analyses form the best foundation for targeted training courses. Here’s where we come full circle: we help each of your employees to develop profes-sionally, and give them direct, objective feedback.

The primary aim is to strengthen the positive aspects and motivate each indivi-dual to improve even further in their daily activities. After all, it goes without saying that we as an neutral outsiders have a different perspective and can quickly gain the trust of your team. All of our trainers have experience in the everyday activities of the hotel industry as well as sound qualifications.

Use the knowledge you gain through our checks to increase the quality of your com-pany. Build on the expertise of your team because, at the end of the day, it’s always exceptional employees who win over and retain your customers and expand your customer base. And behind the scenes you create a sense of loyalty between the best employees and your company with targeted training courses.

Services

Measure planning to optimize employee results

Incorporation of individual, desired topics, defining key criteria and aims

Training courses for individual employees or teams with practical exercises and assistance, including listening to mystery calls followed by analysis as well as objective feedback on strengths and weaknesses

Training courses

InProve: as unique as the industry you work in

Training courses

Have we whetted your appetite?

We’d be happy to answer any questions you may have about booking or our services in general. Simply contact us at:

[email protected] or 0 69 / 95 91 39 - 50.

We look forward to hearing from you.

THE PATH TO SUCCESS

IFH gmbH Main airport Center Unterschweinstiege 2-14 60549 Frankfurt am Main

+49 – 69 – 95 91 39-0

www.ifh-worldwide.com [email protected]

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InProve Program 2014 english

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