Customer Experience Interview with Mr. Michael Prince | Quality Inn & Suites Val-d'Or

This week, I share with you an interview I had two weeks ago with Michael Prince, General Manager of the Quality Inn & Suites Val-d'Or. The Quality Inn & Suites Val-d'Or has recently received the "Platinum Hospitality" award of the year, awarded by Choice Hotels Canada.
I spoke with Mr. Prince in order to get his opinion on the importance of customer experience in his hotel and also to understand how this experience may have contributed to its success.

In your opinion, what were the elements which contributed to the award granted by Choice Hotels?

I would say it is a combination of several factors; to be well surrounded, to have owners who are not afraid to invest in the product, the pride of the employees working in our hotel and to keep our employees informed at all times of our goals "keep them in the loop."

It is also important to understand our customers, to ensure a greater presence on the floor and follow up on each and every comment received from our clients

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What is your vision of customer experience?

It is important that guests feel surrounded by family and among friends.

Demonstrate to customers our integrity, openness and honesty. We are not robots and we need to offer a warm and comforting human side.

How important is customer experience in your business?

First, this is our reason for being. We must never forget what kind of hotel we and the customers we cater to. It is important to always give customers what they want. Actually listen to what they want, and if what they requested is not possible, we must take the time to explain to them why it is not possible. Not only will they appreciate that we tried, they will also be pleased to see that you took the time to answer them.

Second, in hotels, what customers want most is cleanliness. The small details are very important and customers notice them. They want everything to work the first time they use the product. When we pay attention to this and we solve problems proactively, customers understand and appreciate that we are organized.

How do you make sure your employees understand the importance of customer experience?

I work very closely with them. This is a collaborative approach rather than pyramidal.

Once I have read the customer comments (good or not so good), I share them with employees and make sure to write a little note each card. It is also very important for them to know the why and how of our business.  Employees do not like being in the unknown. As much as possible, I try and take the time to inspect 1-5 rooms per week with the housekeeper to ensure the quality of cleanliness. This is never done in a negative way towards employees, but constructively.

Each month, we receive a report for the satisfaction index; this is also shared with the employees for them to see the improvements or areas for improvement.

How important is social media?

We no longer have a choice; it is very present in our lives. We must take ownership and turn it to our advantage.

We know that we are being exposed; people speak to us and tell us what we NEED to hear and not what we want to hear.

It is important to respond quickly and always be honest.

What impact do the steps mentioned above have on loyalty and profitability?

It is directly connected. Yes, we gain some loyalty through the brand, but the majority of our customers keep coming back based on the fact that we listen to the suggestions they give us and how we respond to them quickly. They know that we respect them and we will take care of them. They are important to us !

Is there anything else you would like to add?

Yes, first, we understand that it is important to give a good service via smart phones, especially in the reservation system. It is a matter of respect for our customers. Our brand offers a very nice perk at this level.

Second, but not certainly not the least, I would like to take the time to congratulate all our employees and managers. They do an amazing job; they listen to customers and regularly share suggestions. I say a warm thank you to them and I am very proud to be well surrounded.

Thank you to Mr. Prince for taking the time to share with us these elements of success. We wish you the best of success for years to come!

Alexandra Vachon
Presidente
Beyond Experience