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    ‘Passion for Service’ was a programme developed for

    Mercure Hotels.  Its aim was to develop and implement a tailored customer experience that matched the individual character of each of its spa and leisure hotels, delivered through the leadership team of each hotel

    Mercure Hotels is a mid-market hotel brand with a  unique network of  hotels and spas of character and individuality that reflect the local culture and style of their setting.  Customer feedback highlighted that in most of their hotels, the customer service experience was good but it was not consistent across their portfolio.  It also did not reflect the individuality of their properties or their setting.  In particular, the management team identified that leaders across their hotels needed to get creative, and harness the passion for service in every hotel, for every single guest.

    The Challenge

    Mercure asked Impact Innovation to:

    • Raise awareness in Managers and team members that the customer experience is a key factor in delivering increased customer  loyalty and increased brand reputation

    • Create a customer focused culture which not only improves the existing experience but delivers and maintains consistency across their portfolio of unique hotels

    • Develop Managers into ‘Passion for Service’ coaches with the skills, confidence and capability to deliver the  “Passion for Service” programme in their hotels

    • Build and develop a brand that actively attracts new hotels into the Mercure UK network

    The programme

    The ‘Passion for Service’ programme was designed to:

    • Develop a set of customer propositions for key moments of truth within the customer journey  (arrival, bar, restaurant, breakfast and departure) with leaders and teams from across the business, to create differentiation for the brand as well as boost personalised service

    • Bring together key staff  already recognised for delivering great service  in their hotels,  to develop a vision for service that reignited their passion, and then the passion of their colleagues

    • Develop a set of service standards and behaviours as the foundation for delivering great service in the hotels - building on what worked well already


    The propositions, standards and behaviours  were piloted alongside a service leadership programme for General Managers supported by Passion for Service Coaches, who where trained to be recognised service leaders at different levels of the organisation.

    Uniquely, the outcomes of the pilot were used to design the implementation approach for the programme.  This included a one day Passion for Service induction for all staff and four mini Passion for Service behaviour sessions, delivered locally in the hotels by the General Mangers and Passion for Service Coaches.  To signal the intent and the importance of the programme to the success of the business, the programme was launched with an experiential Passion for Service extravaganza for over 200 key staff.

    Significant increase in staff/customer satisfaction scores

    Remarkable increase in customer loyalty rates

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