Welcome back to our series: 5 Reasons to Outsource Your Property Operations. Today we look at reason 3.
Reason Three: Improve the Quality of your Service
There are three common concerns around outsourcing; firstly that an operator will lose control of their operation, secondly that there will be a reduction in quality, and thirdly that there will be communication issues. We will take a closer look at each of these challenges and how we turn them into a positive for our clients.
Maintaining control of your operations is essential to ensure the quality and consistency of your guests’ and hosts’ experience. We know that all guests and hosts expect excellence as standard, so all our clients have this in common. This is our starting point. When we onboard a client, we go through a consultation process where we discover all their unique service requirements and brand specifics. We capture this information and input it into our system so that any agent of ours in the field can easily access these guidelines, follow them and report on them. This simple yet diligent process is incredibly effective as it provides transparency and builds trust with our clients.
The second challenge is ensuring the quality and consistency of your service 24/7, 365 days a year. After the onboarding stage, we will assign a dedicated team of agents to a specific client. We train these agents in your brand standards and assign team leads to supervise activities and make sure the standards are always being met. Our clients often come and join the training sessions and meet the agents and this helps build trust on both sides. The more we understand how a client works and what is most important to them, the better the service we provide to them. It’s a simple rule and it’s exactly why we encourage collaboration with our clients, especially during the early stages of working together.
The third challenge is ensuring excellent communication channels with our clients. We know that we need to be flexible and highly responsive to the ever changing situation on the ground. Traffic delays, flight cancellations, last minute bookings, emergency maintenance issues are just some of the daily hurdles we face in delivering a seamless service. Key to this is the open communication channels we use. If we receive a message or request from a client, our team will respond immediately with an answer and follow up with a solution if there is a problem that needs to be solved. That instant feedback is essential to our clients’ peace of mind and their confidence that the day’s activities are going to plan. We will follow up with a detailed report after every service, including notes and pictures, so the client has all the evidence they need to take any necessary action.
At Opago we have turned the main pain points of outsourcing into opportunities to give clients greater control of their operations, better quality in standards, and enhanced communication. Through our training and our constantly evolving processes we get better every month. So if you still have your operations in-house give us a call and we’ll be happy to talk through how we can help you to deliver the service you’re proud of whilst you focus on scaling your business.
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