Project | Mercure Hotels

MERCURE HOTELS’ SOLUTIONS

Performance Solutions offers a wide range of solutions. From (experience) concept development to training & coaching. From social & mobile learning solutions to customized bite-sized training content & gamification solutions. Below you’ll find an overview of solutions we offered at Mercure Hotels.

Performance Solutions - Reverse Thinking Engineering - Solutions

Reverse Engineering

Reverse Thinking & Engineering turns your customers into loyal fans, and employees into passionate brand ambassadors. We offer Reverse programs as:

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InProve Mystery Shopping

Customers expect your brand to be an experience, an emotional journey, that starts with the first telephone conversation, the welcome at the reception or when entering a shop. The customer contact has become as important and as your product itself. But how do you know whether your customers’ experiences meet their expectations and fulfill your defined brand promise? InProve measures the quality of your company’s service based on criteria tailored to your requirements. InProve enables talent improvement and development of your employees. InProve helps you to detect your employees’ potential and entices them to give their best each day!

  • Helps to find and close the gap between brand promise and brand experience.
  • Supports purposeful talent development.
  • Choose from three auditing methods for Mystery Quality Checks: Mystery Checks, Mystery Calls, MICE Sales Cycles.
  • Consulting and trainings can take place on site or via tele-coaching.
  • Our online reporting tool Performatrix offers clear and mobile access to your results and benchmarking.
  • InProve is available worldwide in a variety of languages.
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IFH Performance Academy - Performance Solutions Icon-w100

IFH Performance Academy

Our commitment to Reverse Thinking highlights the passion for hospitality that we want to let shine through in everything that we do. The participants of our trainings are encouraged to change their perspective and to put the positive, desired customer experience at the center of everything they do. By making use of the FISH! Philosophy, we guarantee that participants will leave our trainings, not only with new knowledge, but also with a smile on their face.

  • Open Training Programs
  • Training by Design (in-company training programs)
  • White Label Academy (learning journey in your corporate design)>
  • IFH trainings are available in 6 languages (German, English, Dutch, Italian, Spanish, French, Swedish)
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FISH Philosophy - Performance Solutions Icon-w100

FISH! Philosophy

Create unique employee and customer interactions… As colorful as the fish in the sea are the possible applicabilities of the FISH! Philosophy. With FISH! Energizer, FISH! Workout and FISH! Training we offer you three alternatives how you can introduce FISH! to your company. Turning your employees into excited brand ambassadors, who love coming to work and have fun when interacting with colleagues and customers alike.

In many organizations fun is still seen as opposite of work. The fear of being perceived as lazy can be quite substantial. That is why it is important to assure employees that a lively, personal atmosphere is favored and laughing is explicitly allowed. With FISH! you can motivate your employees to be themselves at work.

Do you want to learn more about the FISH! Philosophy? Just drop us a line, visit our FISH! Events or become a FISH! Facilitator yourself by joining the certification program. Please find dates and locations in the event calendar.

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Mercure Hotels Customer Experience - Performance Solutions
Mercure Hotels Customer Experience - Performance Solutions

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About Mercure Hotels

MOST AUTHENTIC EXPERIENCE LOCALLY INSPIRED DECORATION GENUINE & ENTHUSIASTIC PEOPLE

Every Mercure is a portal to a destination. Its staff are genuinely knowledgeable about the city and every detail of the decor tells a story about the location and its cultural heritage. While every Mercure hotel is unique, all share the same passion for high-quality services. So from the moment our guests step inside a Mercure – be it in Paris, Rio or Bangkok – they are immersed in their destination. Mercure: travel made authentic.

LOCALLY INSPIRED

Each hotel has its own style and personality. The design and decor of each hotel tells an authentic and inspiring story. Blending classic decoration with a modern twist or contemporary design and heritage, Mercure hotels are a promise of an inspiring escape.