As you know, my father Alain Girard has a blog on Hôtel Château Laurier Québec. I contributed a few posts to it and wound up catching the bug. So now I’m starting a blog of my own here on the site of our gem, Hôtel Château Bellevue.
For this first post, I decided I’d tell you about what we’re doing to improve the guest experience at Château Bellevue, our cozy 47-room hotel with a beautiful view (just like the name says) out over the St. Lawrence River on the edge of Parc des Gouverneurs in the heart of Old Québec.
At our hotels, we strive to make continuous improvements and provide service in the most authentic, personalized way we can. But how do you create an even closer connection between staff and guests at an already small hotel like Château Bellevue?
Working closely with our employees, we have identified a few points that may seem like small details, but will surely help us do an even better job expressing the distinctive personality and warm welcome our guests love.
The actions suggested so far have to do with everything from the hotel layout to the choice of music and how we write notes to our guests. The main goal of these steps is to better support our employees and improve the quality of all interactions with and between guests. For instance, the breakfast area will be redesigned to be friendlier and more conducive to conversations between guests. We’re going to add a bench along the bay window in the front of the hotel so guests can take full advantage of the gorgeous view. Although all employees are required to be in uniform, they can always accessorize to add a personal touch.
For the changes we’ve already made and those still to come, it takes everybody’s cooperation to incorporate them into day-to-day operations. That’s why our ongoing efforts to improve the guest experience are done as a team. The employees involved participate on a voluntary basis, which shows how interested and engaged they are in the process. Getting a good mix of people onboard is also important, because having different points of view fosters creativity. The members of the team come from various departments at Château Bellevue, and we even have two people from outside who work at our sister hotel, Hôtel Château Laurier Québec.
The guest experience influences the perception customers will have of us before, during, and after their stay. Although there’s no way to guarantee all our guests will always be completely satisfied, we believe that continuously watching, listening, assessing, and improving is the best way to succeed and to make Château Bellevue a place where people want to be. If you stay at the Château Bellevue, feel free to share your impressions about your guest experience with me! Your suggestions are important to us.
Until next time,
Aude Lafrance-Girard