Amba Hotel Charing Cross

Building a Better Reputation

Creating impact from the top to the bottom of a business and ensuring consistent measurable results, ZFL implements a number of strategies that are capable of turning businesses around. For the AMBA Hotel Charing Cross, Tripadvisor ranking was at 254 in London out of 1056. The customer service experience needed to be more consistent within the hotel in order to have a more positive impact on the bottom line.

Revenue Climbed as Hotel’s Reputation Increased

As the value of the customer at the heart of the business was looked at, the experience that each customer received became apparent. Behaviors were then adopted to ensure the customer experience was right. Leaders were supported through one-to-ones provided with the tools and tactics for a number of given situations to aid and support individual needs.

Virtual Training Manager Solution

ZFL was invited to become a ‘Virtual Training Manager’ spending 2.5 days each month in the hotel working with the teams at all levels. The ambition was to build confidence and to better understand the guests, colleagues and business needs. Furthermore, the leadership needed guidance to allow for teams and colleagues to be better supported as individuals. Looking at the primary issue, the mindset needed to be shifted to put the customer first, workshops were implemented to focus on the colleague’s delivery of a great service. Methods were provided through both group and individual sessions to look at and overcome challenges with leader and colleague development programs delivered.

Achievements

• In 12 months the hotel went from 149 to 57 on Tripadvisor rankings

• Six months later it reached position 24 on Tripadvisor

• It is now ranked the No’ 5 hotel in London out of 1056

• The customer experience is now consistent