“With our professional and dedicated customer service team, we want to make sure that all of our customers’ concerns and wonders are heard, anytime and from anywhere in the world”, said Mr. Duong Doan Nam, Director of Sales and Marketing of Elegance Hospitality Group, a luxury boutique hotel chain in Vietnam.
The 24/7 support team
Entering the sales department of EHG, I am impressed by the ambience of hard work here: the bustling typing on keyboard, the voice of people talking on phone and the concentration appearing on each face. This scene evokes in me, and perhaps any other one standing in this room, the sense of great dedication and seriousness in the job.
Mr. Nam welcomed me with a smile on his face and a warm handshake; he has done supporting his staff to make reservation at the last minute for a group of customers who has arrived at Danang airport. Naturally, with his sense of humor and approachable personality, we quickly break the ice and start the interesting story about this dynamic yet interesting business.
“This is a very tough job that requires dedication, concentration and patience”, stated Mr. Nam when he was asked about sales team’s job. The team never sleeps. They work day and night to provide customers with the support they need. In order to keep in touch with customers, a chat box was installed on EHG’s website and sales team members are assigned to take charge and answer all questions and requests that arise. “Our staff is on duty 24/7 and must be ready to work on Sunday despite the swelter because all air conditioners are turned off at weekend”.
Dedicated and excellent service
When talking about the customer service, Mr. Nam stated that the most important core value of EHG is giving personalized, warm and consistently exceptional service. To him, great service is delivered not only through all facilities and amenities that the hotels’ infrastructure includes, but also in the way each employee interacts with customers. He always bears in mind the basic principle when it comes to hospitality, especially hotel sector, which states that ‘Travelers do not buy rate, they buy value’.
“Customer service is a crucial part of success”, stated Mr. Nam, “how they interact with our customers can have a huge impact on the overall experience of our guests”. Thus, all staff members of EHG have been trained to position themselves as representatives of the hotel, and they are trained to be especially courteous in every small interaction, and support customers whenever they need.
How to make a reservation with EHG
For many travelers, making a reservation In advance is sometimes ignored while this is very important especially when they want to get good deals. The first and easiest way to book a room at EHG is to call directly at (844) 38622222 and meet the sales team. The second way is working with a travel agency if you are more familiar with this approach. The last booking method is to find EHG on online travel agent like Agoda, Expedia and Booking.com where you can easily find and book a room after just a few clicks.
Also according to Mr. Nam, though it is just July, all rooms of EHG are fully booked for the last months of 2016. All staff members in the system are working at full capacity to support customers and provide them with comfortable accommodations.
“With our presence on almost all trusted tourism channels and a professional and dedicated sales team, we are proud to bring customers with continuous support to get the hard work out of finding a place to stay”, said Mr. Nam.
More information, please visit: www.elegancehospitality.com
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