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Radisson’s Focus On Service Reaps Rewards

A sharper focus on service since January has reaped rewards for the Radisson on Flagstaff Gardens Melbourne in the business, leisure and MICE segments.

Strong performer: Radisson on Flagstaff Gardens

According to Radisson on Flagstaff Gardens Melbourne general manager Steve Finlayson, the hotel has recorded dramatic growth in market share since it was voted in the top one percent in the world by Expedia and was a finalist is four categories (4.5-star, Business, Environment and Manager) at the 2009 HM Awards for Hotel & Accommodation Excellence.

Finlayson said the hotel was producing a very credible “across-the-board” performance.

“Our focus in this economy is on delivering exceptionally good service, with adjudicators being hotel guests as well as management who are leading a ‘yes I can’ employee program,” he said.

Team members acknowledged by guests in their service comment forms and by management win tokens which can be redeemed for items of winners’ choice.

“In the past we tended to reward staff for their length of service but now the rewards are aligned to effort, and that also applies to the back-of-house staff who don’t have direct contact with guests,” Finlayson said.

The hotel has reduced operational costs without reducing employee numbers, he said.

“We will not dilute our people power.”