Rex Hotel Saigon’s success in the first half of this year is partly constituted by the staff’s effort to serve customers at their best
Customer Care Counts
By Dat Tien
Rex Hotel Saigon’s success in the first half of this year is partly constituted by the staff’s effort to serve customers at their best
The five-star Rex Hotel Saigon put in good performance in the first six months of this year given the difficulties encountered by the tourism industry.
The hotel’s achievements were considered the evidence for its correct investment and dynamism. The investment focused on upgrading rooms and inaugurating Rex Arcade, a shopping mall. This added beauty and luxury to Rex, which is located in downtown HCM City. Thanks to its correct investment, Rex’s gross profit in the first six months grew 44% year-on-year to VND97 billion (US$4.6 million).
Rex Hotel, a subsidiary of Saigontourist Holding Company, has considered customer satisfaction a key element of its success, and this is the content of its motto.
Under the hotel’s policy, all guests are given a welcome letter on their first day of stay. VIP guests are received right in front of their rooms and they just carry out the check-in procedure therein. The hotel will celebrate their birthdays at their rooms. Those customers who have stayed at the hotel will receive the hotel’s electronic birthday card on their birthdays.
Every day, Rex Hotel Saigon’s Customer Relations Department chooses guests randomly to ask for their feedback on its services to better serve them.
The hotel has a database with information about places of interest, restaurants and theme parks to provide for guests on request.
Guests who are business people and VIPs will pay for their bills at their rooms before checking out for their convenience.
To help its staff improve their knowledge and skills, Rex has created favorable conditions for its employees to take further training in and outside the country. This aims to give customers more satisfaction than they expect.
In addition, the hotel’s board of directors always consider ensuring a good income for their staff so that they can work wholeheartedly. In the first six months, the hotel’s 439 employees each had an average income of VND19.6 million, a year-on-year growth of 71.9%.
Rex Hotel Saigon:
141 Nguyen Hue St., Dist. 1, HCM City. Tel: 08.38292185, fax: 08.38296536, website: www.rexhotelvietnam.com.