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Creating the Framework for Exceptional Service through the First Contact Genes (Part 2)

15-09-2016    By  First Contact  

(Click here to view part one)
In part two of our in-depth look of the First Contact Genes, we discuss perhaps the major aspect which sets us apart from our competitors – Service Excellence.


At First Contact, we empower staff with the correct tools, knowledge and networks to ensure they deliver on our service promise – Leaders in Service providing Service to Leaders. We achieve this by:

  • Incorporating industry leading support mechanisms – with a service-centric management team and processes, all staff are confident in their approach, as they know they have been selected and nurtured by the best the industry has to offer.
  • Class-leading training programs – First Contact is in a continual phase of self-assessment, to ensure all current and industry trends are considered. Our newly developed training programs have been designed to ensure a smooth transition from the hotel industry to the corporate sector, ensuring First Contact remains the industry leader.
  • Accessing a world-wide network of concierge services – this ensures all client and guest needs are met. Looking for a preferred guest rate at an international hotel? Or perhaps a table at an exclusive, booked-out restaurant? Our team frequently make the impossible possible for clients.
  • Fostering a culture of going above and beyond – through employee incentive programs, such as Impressions Rewards, we have introduced systems to ensure staff receive credit for providing outstanding service. Other initiatives, such as ‘GO’ meetings allow staff to reflect and improve on their skill set, helping them to transition into leadership roles, and promote our service standards to the next wave of First Contact service professionals.


Our leadership transition will be explained in more detail in next month’s post, when ‘Growth’, the third First Contact Gene is discussed.

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