PROJECT 2: LEVERAGING A LOYALTY CULTURE
Project Owner: Anista Buldan (Shangri-La Mauritius).
PROBLEM STATEMENT:
Our hotels currently do not deliver a proper learning module for new and existing colleagues to understand the necessity to create loyalty among our guests. Currently the focus has been in learning about the Golden Circle Program (which is a rewards program not a loyalty program) rather than creating a culture of loyalty from the guests. Some hotels facilitate Golden Circle Training, others don’t. There is no process to document when it needs to happen, who should be facilitating it and most importantly what materials should be used or if it is necessary to develop a learning module about creating a culture of loyalty including a component about the Golden Circle.
PROJECT OBJECTIVES:
• Provide a process for all the hotels to follow to support a culture of creating loyalty among guests. The process should reflect the learning journey that colleagues (new and existing at all levels) should go through in order to understand the difference of loyalty culture vs having a rewards program (Golden Circle) • Decide the specific loyalty learning that the hotels need to implement (materials, modules, online or face to face, who facilitates it, content). • Ensure that all colleagues will understand, articulate and foster the use of the Golden Circle Program as a component that will help to nurture loyalty among guests.
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