Hospitality Experience
Private Clubs Service Analysis
Our team was engaged by a collection of prestigious private clubs in South Florida to conduct a comprehensive service analysis aimed at elevating member experiences.
Club leadership sought to address ongoing concerns regarding inconsistent service levels and member dissatisfaction, requiring an in-depth evaluation of both staff performance and guest expectations.
This initiative focused on identifying service gaps, aligning staff perceptions with member needs, and providing strategic recommendations for long-term service excellence.
Project Scope
The project involved a multi-faceted research approach, including direct staff interviews to assess their understanding of service excellence, as well as member interviews to gain insight into their expectations and pain points.
Through this qualitative and quantitative analysis, we conducted a detailed gap analysis that pinpointed discrepancies between staff service delivery and member desires. Additionally, on-site observations allowed us to assess real-time interactions and operational challenges that impacted the overall service experience.
Following the analysis, we delivered tailored reports outlining key findings, highlighting areas of improvement, and providing industry-leading service benchmarks for future implementation. These reports included practical recommendations such as revised training protocols, enhanced service communication strategies, and refined member engagement techniques.
By bridging the gap between staff perceptions and member expectations, this initiative empowered club leadership to implement sustainable improvements, ultimately fostering a more refined and satisfying experience for their members.
Project Location
Florida, USA
