Clandeboye Lodge Hotel Awarded Gold Star Role Model for Service ExcellenceView Success Stories
Why we committed to the “Gold Star Role Model” Service Excellence scheme
As a key driver of the European Foundation for Quality Management (EFQM) business excellence model, ongoing assessment of the hotel’s customer focus, service delivery and guest satisfaction feedback supports the Clandeboye Lodge’s corporate strategy to deliver sustained EBITDA growth as a result of learning from customers and employees, increasing productivity without affecting service delivery and where possible, reducing non customer facing overheads.
Gold Star is aligned with EFQM, and is the ideal European benchmark for customer service excellence. Focussing on 42 individual aspects, it stimulates fresh thinking and innovation around customer service that deliver real business improvements.
By creating a culture of customer focus and employee empowerment, as well as developing mutually beneficial partnerships with the hotels’ stakeholders,
the hotels’ measurable service excellence and customer satisfaction targets have been met and/or exceeded.
Compared with the hotels’ competitive set, or benchmark group, the Clandeboye Lodge ranks # 1 on Tripadvisor’s Popularity Index with a 93% excellent/very good rating.
Gold Star provides an external validation of our internal processes and performance. To rank #1 on TripAdviser’s Popularity Index is validated by being accredited Gold Star Role Model for customer service excellence, which requires a minimum of 3-years positive trends in a range of results.
The impact is measurable in the form of repeat custom, the ability to charge premium instead of discounted prices by creating a reputation for service excellence, and ultimately, for employees job satisfaction and security in a challenging economic climate and for shareholders, increased profitability and return on investment.
Expected Medium & Long Term Business Benefits
- Increasing employee satisfaction and empowerment to achieve future corporate targets
- Further improving service delivery productivity
- Growing market share through exceeding customer expectations
- Delivering financial KPI’s which exceed NI hotel industry averages. (Ratio to Total Sales – Clandeboye Lodge 23.1% EBITDA per available room versus NI average of 16.8% - source ASM Belfast NI Hotel Industry Review and Prospects 2011)
- Increased support from stakeholders, including but not limited to repeat customers, employees, trade partners and banks
Pim Dalm. Managing Director and Owner
"Gold Star is aligned with EFQM, and is the ideal European benchmark for customer service excellence. Focussing on 42 individual aspects, it stimulates fresh thinking and innovation around customer service that deliver real business improvements."