Felipe Gómez: “The key to gain real customer loyalty is by listening to their opinions”
Today we speak with Felipe GOMEZ, Director at La Croix Blanche de Sologne Hotel & Restaurant, in France, where hospitality and food & beverage sectors are back on track after Covid’s lock-down and restrictions. “Expectations are positive and increase every day”.
How is technology helping you right now?
Technology is a major player in our industry; it offers a vast quantity of tools to gain, create, improve and develop our customer loyalty. The online platforms we use on a daily basis help us engage and interact with new and regular clients, and they are a fundamental key for our business.
They offer endless possibilities creating a direct dialogue with clients and improving our customer loyalty by listening and gathering feedback.
And what is the key to gain customer loyalty?
The key to gain real customer loyalty is by listening to their opinions… These are the bridge to improve the customer experience every day!
Technology is a major player in our industry
How is security guaranteed in your facilities? What do you do to avoid crowds, contagion, etc?
Client safety and security in hotels and restaurants are critically important to people in the post-Covid world. Security is guaranteed in La Croix Blanche de Sologne (hotel and restaurant) by maintaining hand and respiratory hygiene, intensifying cleaning protocols, applying social distancing norms, as well as changing commonly-used areas in order to promote social distancing.
Clients have changed in the last 2 years and expect a more efficient and effective customer service experience
When do you think the sector will be able to function again with a certain normality?
In France, hospitality, food & beverage sectors are back on track after Covid’s lock-down and restrictions were lifted mid-March 2022. Even hotels and restaurants are regularly working to adapt to the client or consumer needs, such as: using digital platforms in order to offer a better approach to new and existing clients, becoming more engaged to customers on social media and installing new restaurant management and reservation tools. Despite the challenges faced by our industry, it is important to continue respecting hygiene measures in order to keep all businesses working .
Are you optimistic about the future of the sector?
Expectations are positive and increase every day. It’s a good thing because people will be able to get more freedom of movement. But we need to be careful and monitor it to avoid another coronavirus wave.I believe that the needs and expectations of clients have changed in the last 2 years; Clients expect a more efficient and effective customer service experience, and hotels are adapting to offer customers a more covid-sensitive and magical experience that their clients desire.