Customer Experience im Hotel Vier Jahreszeiten in Hamburg
The Nordstory about the Hotel Vier Jahreszeiten in Hamburg, a program that everyone who wants to have a say about CX or customer experience should watch. A perfect presentation of customer experience at the Hotel Vier Jahreszeiten in Hamburg.
The video is about 60 minutes long. It never gets boring because there is always something to see. And if you watch attentively, you will notice that it doesn’t get any better than that. That certainly has its price. But as a benchmark, as the buzzword in our jargon is, the show definitely serves.
I immediately remember my time at Breuninger. There, too, many services and gestures from the hotel and catering industry have been transferred to the retail business. Experiential shopping. Festival of the Senses. The eye eats with it. Friendships between customers and sellers – trust at its best.
At that time (in 2001, when I was allowed to carry out the relaunch of the Breuninger Card and the Platin Card with my team), we also set a benchmark. The most successful mono-brand retail loyalty card. Sure, payback is also very successful, but with a wink in mind. Back when we rejected the offer of payback (to become part of the payback family) and did the relaunch ourselves, we got quite appreciative approval.
Back to the Hotel Vier Jahreszeiten. I myself was allowed to stay there once and have breakfast there several times. Speaking of staying overnight: It was great because I had to pay horrendous prices in a trade fair time. And the booking portal also showed me the Four Seasons. At a price where I said to myself: If you have to pay a high price, then here. Because, what I didn’t know in advance, the Four Seasons did not increase the prices extra because of the fair, like probably all other hotels. So in the end: A fair price.
A few excerpts from the film Customer Experience at the Hotel Vier Jahreszeiten in Hamburg
Magnificent view, fascinating personalities in the workforce, 53 apprentices with 300 employees, over 60% capacity utilization with solid black figures.
Quote from the wagon master: “It’s a small stage. And you play a similar piece every day.” The term Wagenmeister alone stands for tradition. Formerly the horse-drawn carriages, today the highly motorized carriages.
Monday is the “Day of Renewal”. e.g. all flowers are re-staged: the floral appearance.
High demand is, the ironing fold is not only cleanly drawn. It is also exactly as it should be.
Iris Berben: A hotel that has an attitude and that is celebrated.
You can make up a butt so beautifully, it never makes a proper face out of it.
A good guest is when he surrenders to me and says: Mr. W. just do it. Many guests no longer look at the menu. (Keyword: trust)
Of course, our guests have high standards. Then they also expect a perfect room (Note: There are 3-4 people who take care of the preparation in total.)
The servant spirits should not be invisible. Personality is required here. It is regarded as a guarantee of service quality.
Today’s hotel manager Ingo Peters started as a page in this hotel.
Customer Experience at the Hotel Vier Jahreszeiten in Hamburg An absolute must-see: from min 25:23
Essential prerequisite for successful service: To know and note all the preferences of the guests. Director Ingo Peters looks back: “When I learned here, we sorted it into file boxes. … it was, of course, a pagan work. When all the guests were checked out, all the cards were there. They all had to be updated and then reclassified. … We were not allowed to go home until all the maps were updated” etc. Please watch this sequence.
Luggage is always brought into the room via the baggage tunnel. No luggage through the lobby area.
Chef Christoph Rüffer (2 stars): “…that we always look at where we can improve, get something out of it. Where can we refine a bit. … in small steps only … this is a traditional house. You can’t change everything overnight. You have to take the regular guests with you and always go one step further…”
An employee from the kitchen: There is a lot to learn from the experienced employees. And there are many who have a wealth of experience. I also benefit from this. (Commentator: In a house where tradition and innovation come together.)
Probably the most important thing – of many interesting points – is expressed by the boss of the house: We only look for personality and character, not for skills. Skills that can be taught to people. (A – not quite serious – still young contribution about a job interview fits in with this.)
But see for yourself or see the whole video for yourself. It’s worth it.