São Paulo, Brazil
What was the challenge?
As one of the premier luxury hotels in Sau Paulo, Brazil, Maksoud Plaza had a long history of excellence. Built by legendary businessman, Henry Maksoud, the hotel had built a strong service culture catering to discerning travelers including politicians, celebrities and even royalty. However, when Maksoud’s grandson took over operations in 2014, he noticed certain gaps in communication with customers.
What was our solution?
Boston Global executed a Customer Focus Program for the management team which was specifically aligned with the hotel’s goals and culture. Through video conferences, individual coaching, and best-practice research from Harvard, Maksoud Plaza was able to make simple but impactful changes to how customers were served. We also worked directly with the new President to enhance communication throughout the entire organization.
What were the business outcomes?
With the help of Boston Global, the team strengthened their skills for delivering an exceptional customer experience. Better communication also means employees are more engaged and empowered. Managers now have the tools to solve problems more quickly and efficiently, ensuring overall guest satisfaction.