‘Opening’ with Cousu Main from France

“Feeling at home” doesn’t imply that clients can stay as they please like at dwelling, nor does it imply that the waiter all the time meets all wants like at dwelling. Basically, the service high quality of the lodge is the results of actions that adjust to the service requirements of the lodge itself, through which clients and waiters tacitly agree with one another to realize the identical aim, buy and sale settlement…

So, how? By taking requirements as the inspiration from which, creativity transcends all limits, reaches the restrict, with a purpose to contact the feelings of shoppers proper in their very own moments of expertise… In this part, I introduce to readers three glorious service kinds representing three continents, particularly Cousu Main from France, Lagniappe from the US and Kikubari from Japan. Each model has completely different requirements and expressions, however what all of them have in widespread is the artwork of serving past all requirements, to the touch the feelings of shoppers in their very own experiences.

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What is Cousu Main?

“Cousu Main” in French means handmade, much like the phrase “handmade” in English. This 5-star service artwork is the judgment and response of shoppers’ needs proper on the service expertise level, with a purpose to create a second of service that surpasses expectations for purchasers. From there, contact feelings and create fully new experiences for them, whether or not within the first keep or the next instances.

The technique of performing 5-star service artwork Cousu Main

1. Before friends arrive: Check the keep historical past to notice the habits, customs and habits of friends who’ve stayed on the lodge. Check buyer data to gather data for first-time friends. Prepare services and organize in line with the traits, habits and customs of every buyer.

2. While friends are staying: The service employees at every service level observes physique language to anticipate clients’ needs and promote creativity and responsiveness at that second.

3. When friends go away: Prepare and carry out the ritual in line with the traits, habits and customs of every buyer.

At the core of Cousu Main’s artwork of service is the flexibility to look at physique language to anticipate a buyer’s want and reply to that want instantly. At the entrance desk, your feminine buyer was checking in when she acquired a cellphone name. Observing the shopper’s gestures whereas on the cellphone, you discover that she wants a pen and paper to jot down the handle the caller supplies. Immediately, when the shopper has simply turned to the counter to organize to sign to you, you may have left the small paper and pen prepared inside her attain.

It is that second, the second that your buyer has not but had time to suggest his request, and you’ve got anticipated and responded instantly, is the “Cousu Main moment”. In the restaurant, when diners have simply put down their bowls and chopsticks and are trying on the desk as if looking for one thing, you may have rushed over and handed them the toothpick earlier than the shopper had time to name. That is the artwork of serving Cousu Main.

On the doorstep, a buyer had simply stepped out when it stopped as a result of it began to rain. The visitor shook his head, shrugged his shoulders and turned to see the smiling lodge employees handing him an umbrella with each fingers. That was the second of Cousu Main’s artwork of serving.

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Some case research

Manuel Valls is the proprietor of the Saint Honore lodge within the coronary heart of Paris, a number of steps from the Louvre Museum. He has been the direct supervisor of this 24-room lodge for 15 years now. He is aware of the habits, likes and dislikes of every common visitor. Every morning, he stands to greet his friends and ask them questions, or just announce one thing of curiosity. His common clients had been all strangers earlier than they turned acquainted. And once they have stayed as soon as, each time they arrive to Paris for work or travel, all of them need to keep at Valls’s lodge. When receiving a reservation request or within the first contact with friends on the entrance desk, Valls and his employees all the time attempt to discover out all data associated to the tradition, customs and habits of friends to Prepare to obtain and organize rooms appropriate for friends.

If by likelihood or knowingly know that certainly one of his friends likes a sure meals or flower, Valls tries every part to serve that visitor instantly and remembers this element to shock the visitor. items on the subsequent keep. At every buyer expertise level, Valls workers all the time actively detect and report the habits and preferences of every buyer to move on to their administration. At the morning briefing, the managers replace Valls with him, discussing how one can proactively reply to the habits and preferences of friends. They plan and execute them with eagerness and pleasure as if they’re secretly making ready a birthday celebration for his or her cherished one. They are blissful once they really feel the sudden feelings and excessive gratitude of their clients. That is the artwork of serving Cousu Main.

Sofitel is the posh lodge model of Accor Group and can also be the image for the standard of main French luxurious lodge companies world wide. Sofitel has two product traces with the identical model id however focusing on two completely different segments, Sofitel Legend and Sofitel So. Sofitel Legend is a gaggle of luxurious inns with an extended historical past, treasures and satisfaction of the Accor model globally (Sofitel Legend Metropole Hanoi, Vietnam is the primary lodge to be hooked up to this model). 2008). Sofitel So is a gaggle of contemporary and dynamic boutique inns with the primary lodge opening in 2009 in Paris.

In 2011, in an effort to satisfy the quickly altering tastes of the market and the growing calls for of shoppers, Sofitel started to advertise the positioning of those two product traces as a luxurious lodge icon of the corporate. French with an bold technique known as “Be Magnifique” – specializing in three pillars of tradition, culinary arts and design to implement six key initiatives together with: architectural class French delicacies and structure, Cousu Main catering, vacation spot assortment, profession achievement ranges, CEO program and Sofitel Ambassador program.

At Sofitel, the artwork of serving Cousu Main turns into the service philosophy of the Sofitel Ambassador program with a purpose to create distinctive experiences for purchasers, glorious service high quality and countless ardour for the service. Perfect… In their service place, every Sofitel ambassador will attempt to exceed the requirements in each service element, with a purpose to create distinctive moments of expertise, touching the last word feelings of shoppers. buyer. Every 12 months, Sofitel inns world wide submit and share their Cousu Main tales to have fun excellent experiences. Here are three 2015 North American award-winning tales:

• The story that gained the primary prize went to the Sofitel Montevideo Casino Carrasco & SPA lodge, Uruguay. A Sofitel lodge ambassador seen {that a} visitor staying on the lodge was very touched when he heard the story of a gaggle of younger Uruguayan passengers surviving miraculously within the chilly Andes mountains after they had been fortunate to flee. died in a aircraft crash en route from the capital Montevideo, Uruguay to Santiago, Chile in 1972. And the lodge employees found that three of the survivors that 12 months had been residing close to the visitor space. lodge, so invited them to have dinner with that visitor. The visitor was fully shocked and touched that his want had come true within the cozy setting of the lodge.
• The story that gained the second prize belonged to the Sofitel Legend Santa Clara Cartagena lodge, Colombia. Upon studying that there was a visitor who was an enormous fan of the literary works of the well-known Colombian author Gabriel Garcia Márquez, particularly One Hundred Years of Solitude, a Sofitel ambassador folded golden butterflies out of paper and Decorate the visitor bed room to remind you of a well-known passage from the novel. The visitor was very shocked and saved a powerful impression throughout his keep right here.
• The third prize story went to the Sofitel Rio de Janeiro Copacabana, Brazil. While speaking on the cellphone with a Japanese visitor, a Sofitel feminine ambassador realized that this particular person was affected by the flu. She wrote a card to want the visitor a speedy restoration and hooked up a paper crane folded by her personal fingers. According to Japanese customized, the paper crane is a logo of well being, luck and happiness.

Cousu Main is the artwork of service the place every worker is inspired to discover and create distinctive experiences for purchasers from their very own ardour for service. The encouragement shouldn’t be solely in the truth that every worker at every service expertise level actively listens and discovers the person needs of the shopper, but in addition within the motivation to decide to serving with a purpose to make these needs come true. turn into actuality.

However, recognizing and honoring the lodge’s awards is simply a part of the motivation. It is the reward of shoppers by means of moments of appreciation that can’t be expressed in phrases that’s the strongest and significant motivation for many who have chosen the lodge as their career.

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