Hotel Online  Special Report



  Staff at Novotel London West Awarded the Customer
Service Training Team of the Year by the The
National Customer Service Awards - 2003
London 24th October 2003: Staff at leading London hotel and convention centre, Novotel London West, have been awarded the title Customer Service Training Team of the Year at the prestigious National Customer Services Awards 2003. Established four years ago, The National Customer Service Awards are organised by leading publishing and events company Quest Media in association with The Institute of Customer Service, The Society of Consumer Affairs Professionals and The Independent.

The Hammersmith based hotel beat off stiff competition to walk away with the award in front of an audience of 1,500 at London's Grosvenor House Hotel on September 30th. The award was just one of 34 accolades given away on the night in recognition of excellence in customer service.

Don Hales, Chairman of the Judges, said: "With customer expectations continually rising, the business community is increasingly aware of the value and role that customer service and consumer affairs professionals play in the delivery of business growth and success. All of our finalists are outstanding performers in a highly demanding and vital area of business and, as such, deserve this recognition."

Novotel London West customer service team of Human Resources
Manager Helen Kalyan, Training Officer Holly Watson and Assistant
to General Manager Isabelle Macart receiving the award from Rob Purfield,
Director of sponsors PHP.
The award was given in acknowledgment of the hotels introduction of their Customer Care training programme. The programme, entitled ‘Service Extraordinaire’ was specifically designed to address customer service issues in a team focussed way. In making the award, the independent judging panel said: "The three team members set about changing the service culture at their leading London convention centre hotel. 

Novotel London West General Manager René Angoujard said on receiving the award: “I am extremely proud to be receiving this award on behalf of the entire staff. The training has made a fundamental difference to the hotel. Our staff truly want to be the best, they want to deliver service excellence and there is now a real sense of pride throughout the entire team.”

Service Extraordinaire was a project aimed at raising standards of service delivery and covered every aspect of the hotel business, allowing every staff member to challenge service standards at any level. Guests' feedback, staff retention and bookings all provided evidence of success."

Novotel London West has undergone a significant change programme over the past two years, repositioning the property to become one of London’s leading convention centres. The three strong customer service team, consisting of Human Resources Manager Helen Kalyan, Assistant to General Manager Isabelle Macart and Training Officer Holly Watson worked in conjunction with a multi million pound refurbishment programme to rebuild a customer and employee focused organisation.

Novotel London West
1 Shortlands, LONDON, W6 8DR
Tel: 020 8741 1555 
Also See: Sheraton Fallsview, Niagara Falls, Ontario Receives Ultimate Service Award for North America / March 2003

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