Since 2010, the Business Line Residences in the Pierre & Vacances Center Parcs Group develop a process to optimize the quality of service. To support the upgrading of the brand Pierre & Vacances Premium (19 residences and 2134 apartments), we have implemented a quality approach called "The DESIGN OF SERVICE Premium" based on Empathy, Smiling, lnvolvement, "Win-Win principle" and Innovation.The originality of our approach is to have pursued 3 objectives at the same time is:1. A quality approach built by teams: The human dimension is central to the process because each employee is likely to generate a strong emotion with special attention to the client. This emotion leads to brand loyalty, sense of belonging that creates loyalty. ln 2010 - Launch Phase : the contract of service, built from the back of a survey of ali the Group's operational teams (1253 employees), has to match the DNA of the brand Premium in arder to live a unique experience in Customer. Ali teams (head office and operations) worked together to define each point of customer contact : before, during and after the stay in terms of words, attitudes and attentions. Then, we create "the DESIGN OF SERVICE Premium" essential guide including competency standards, Human Dimensions and Esthetic one's to integrate into daily practice of its job. ln 2012 & 2013- Training "Coach to Coach" issued to managers of each residence.2. A 360 o approach shared by ali: We went beyond the principle of a" symmetry of the attentions". The "DESIGN OF SERVICE" built with the teams is 360 o, shared by ali, involving the Top Executive Management, the human resources department, the direction of the Operations, the Marketing and Customer Direction.AII the employees of the brand : any jobs, any hierarchical levels, sites and partners were trained in this quality approach (that is a total of 272 persans trained in one year in France and in Spain).3. Measured and controlled approach • lnternally : every employee feels valued in its job" This training made me become aware whom 1 was much more than a chambermaid ... " • ln the external : Customer Satisfaction results and e-reputation are in progress with 2/3 of the total Tripadvisor posts on the brand Pierre & Vacances Premium excellent and very positive.
