Chobe Marina Lodge is not only perfectly positioned as it pertains to setting and real estate, it is also no stranger to top spot where customer service excellence is concerned. One merely has to browse through guest reviews on trusty travel platform, Tripadvisor to form the opinion that the famous business adage “The customer is always right” rings true like a bell at this establishment.
AHA Hotels & Lodges is the tourism property management company of Tourvest’s Accommodation and Activities division. The company represents and operates a portfolio of properties and amongst these diverse destinations, Chobe Marina Lodge has found its rightful place. This diligently, customer-focused operation has as its sole ambition to excel at being and remain a destination of choice. With this steadfast goal firmly in sight is it really surprising that we view guest-relations and hospitality excellence as inextricably linked?
Wikipedia defines Customer care service as the ‘‘provision of service to customers before, during and after a purchase”. By extension Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.
The underlying truth behind this statement is recognizing that customers are the lifeblood for any business. Bernard Magano, General Manager at Chobe Marina Lodge understands the importance of good customer service. He maintains “it is essential for a healthy business in creating new customers, keeping loyal customers, and developing referrals for future customers.”
The superior standard of one’s guest relations relies heavily on interaction with clientele. Your personnel compliment has to WANT to promote awesome service, efficient assistance and informed opinions. The perception of success of such interactions will be dependent on employees who can adjust themselves to the personality of the guest. These employees need to be in the majority and not the exception to the rule.
Every business needs to keep customers and clients happy, but in the hospitality industry it’s so vitally important to keep guests engaged in order for the business to grow and prosper. Management at Chobe Marina Lodge knows customer service and appreciate that remarkable guest relations make customers feel that you are personally invested and care about developing a long-term relationship that means more than just making a sale.
Allow us to leave you with one final pearl of (hospitality) wisdom – for hoteliers, realizing how to constantly innovate in order to meet high expectations and provide good service is one aspect to be mindful of at all times. The customer should be the center of the universe and services should be designed around them.