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There is just one week left to nominate an outstanding individual or business for this year’s Sure Customer Service Awards.
Over 10,000 nominations have been submitted so far for islanders working in a range of sectors including hospitality, finance and retail; these will be judged on Thursday 15 June by a panel of experts.
Principal awards sponsor Sure is dedicated to providing its customers with excellent customer service and, as part of this year’s awards, took part in an exchange with The Old Government House Hotel for employees to explore customer experience in a different sector.
Customer insight manager at Sure Niamh Ó Maoláin and front of house manager at The Old Government House Hotel Andi Raziya spent a day shadowing each other to learn different techniques and exchange best practice for providing customer service in each of their industries.
“It was interesting finding out how each department interacts with each other at The OGH and how the same standard of customer service is maintained for guests in every area of the hotel.
“In a large company it’s often a challenge to communicate across departments and the hotel manages to engage all employees in a fun and inclusive way” said Ms Ó Maoláin.
Ms Ó Maoláin spent time with the heads of the hotel’s departments and learnt how they deliver five star service training to all their staff as well as how they create personalised experiences for guests before they arrive.
Miss Raziya explained: “It is so important that our guests receive a high and consistent standard of service at the hotel and this is something that our owner, Red Carnation Hotel’s founder Beatrice Tollman, places at the very heart of the business.
“During my day with Niamh I learnt how Sure monitors customer satisfaction and gathers customer feedback. Sure informs customers of how their feedback has helped shape the future operating model of the business which I found very interesting; I am hoping to implement some of those processes in my role as front of house manager at The OGH.
“The exposure and experience was phenomenal and we have certainly built a strong relationship with Sure and we will continue working together to share ideas for the future. Guernsey is lucky to have such a range of local businesses and these awards help to increase the standard of service island-wide.”
The OGH is a previous winner at the Sure Customer Service Awards, being voted best in the Food and Hospitality category in 2015 and 2016.
Nominations for the Sure Customer Service Awards can be submitted via an online form which can be found at http://thecustomerserviceawards.com/how-to-nominate/nomination-form/ or you can fill out a form which is available in various outlets around the island until Friday 9 June.
The Sure Customer Service Awards takes place on Thursday 6 July in Market Square at 5.30pm and samples of nominations can be viewed in the Square from 27 June.
