Aiming to bring a complete and perfect customer experience, Matterhorn Hotels & Resort set up a set of “656 standards”, including 6 service standards, 5 codes of conduct, and 6 steps of experience. It specifically creates unique values in a high-class service network.
6 SERVICE STANDARDS – Complete customers’ experience journey
Aiming to brand ourselves as “Matterhorn – The ultimate professionalism for VIP customers”, Matterhorn’s professionalism is reflected in our six 5-star standards in management and operation.
Front office
The front office department includes many positions such as receptionist, cashier, booking agent, call center, doorman, support staff, luggage staff. Each employee strictly follows the rules such as maintaining appearance standards, going to work on time, agile manners, proper attire, calm and warm attitude when communicating with customers.
Service (Fitness, Spa & Beauty)
Fitness, Spa & Beauty services developed by Matterhorn meet the needs of a comprehensive experience for customers, affirm the quality of 5-star service and bring absolute satisfaction. After making a request for service, customers are provided and explained for information, appointment booking, quotation and final confirmation. Staff always ensure the regulations on uniforms, personal hygiene, working time, constant friendly attitude, courtesy and enthusiastic support for guests.
Housekeeping
For the housekeeping department, employees are trained in professional skills in accordance with international standards, complying with strict regulations on working style, external appearance from uniforms, personal hygiene to communication and behavior. Each employee maintains to be neat, clean, well-groomed and always in a ready-to-serve position.
Management (Marketing, Financial Accounting, Human Resources, Quality Control)
The employees in the department are in charge of marketing, receipts and expenditures, HR management, and input/output quality control of products and services.
F&B
Working closely with the bar/kitchen and being ready to serve all dining requirements of customers. The dining room is aesthetically and neatly arranged, complying with hygiene regulations. The processes of receiving reservations, welcoming, serving, payment, sending off guests and cleaning are carried out professionally, bringing customers the highest satisfaction of service quality.
Logistics (Security, Technical)
The technical department ensures that facilities in the hotel such as electricity, water and other hotel equipment always work well. Repairing, maintaining equipment, inspecting and installing technical systems quickly and in time. The security department ensures guests’ safety and property during their stay at the hotel.
5 codes of conduct – Customer centricity
Matterhorn focuses on training and developing our team from the “smallest” practice to building the most dedicated and professional service standards.
“XIN CHAO” Rule: Each guest, regardless of nationalities, is always greeted with a friendly hello before any conversations.
“YES” rule: Matterhorn’s guests always get the enthusiastic yes from staff with any requirements. If a request is difficult to meet, instead of a refusal, the staff will give alternative suggestions accordingly.
“636” Rule: Matterhorn staff takes 6 steps to identify guests; 3 steps to greet customers, following customers in at least 6 steps while giving them navigation
“GIVE WAY” rule: Always invite the customer to go first or use the service first.
“2 HANDS” rule: Receiving/Delivering items with two hands, turning the item in a convenient direction for customers.
6 steps to optimize customer experience
Matterhorn Hotels & Resorts sets new standards for all fields, specifically in creating unique values in a high-class network of services. All of these criteria are expressed in manifestos:
We always embody the mission, vision and values of Matterhorn: To become the No. 1 Real Estate Management & Operation Company with international quality. Matterhorn brings the most complete unique experience to end users, setting up premium services that are both internationally standardized and suitable for local culture.
We always learn and enhance traditional Vietnamese cultural values:
With the motto “Understanding Vietnamese people to serve with international standards”, Matterhorn Hotels & Resorts balances international standards, shining on par with famous brands between the quintessence of Vietnamese culture.
We’re dedicated, professional and passionate to bring the perfect experience to customers
Matterhorn pioneered to open the experience for upper-class owners, focusing on every detail, aiming for the most perfect unique experience with quality services that exceed expectations. Meticulous and emotional sophistication, dedicated service, satisfying all the needs of customers even the smallest is the mission of the Matterhorn team.
We respect and understand the needs of customers
Each service that Matterhorn Hotels & Resorts offers comes from a customer-centric goal. Always listen to all thoughts and aspirations, respect feedback, thereby understanding the needs and setting up services in accordance with the preferences of customers.
We maintain a professional image and effective communication
Matterhorn staff are trained to have professional manners from gestures, greetings, attitude to smiles. Always being conscientious, attentive, quick but not in a hurry is Matterhorn’s top customer service specification.
We proactively plan to handle all situations best
With every situation that arises, Matterhorn staff always show up in time, listen and response to find the best way to handle it. The operations are quick and neat so as not to waste any of the guest’s time.
We are professional in operation and high-class service, Matterhorn’s “656 standard” has elevated the quality of the service industry with the highest international standards. With dedication, maximum efforts and constant creativity, Matterhorn Hotels & Resorts team is dedicated to giving customers the most memorable and flawless experiences.
