Fairmont Hotels & Resorts has launched, In Your Opinion, a new online and interactive feedback tool for…
Fairmont Hotels & Resorts has launched, In Your Opinion, a new online and interactive feedback tool for members of its guest loyalty program, Fairmont President’s Club (FPC). The new service allows members to provide Fairmont’s senior executives with helpful suggestions and constructive feedback in a real time format, enabling the company to further enhance the guest experience and program benefits.
Available in three languages (English, French, Spanish) and accessed online at www.fairmont.com under the FPC area, the new service also allows members to request a reply to their question, guaranteeing their inquiry is resolved or explained. ResponseTek, a leading provider of software management solutions, will power the new service.
‘In Your Opinion’ is about listening to our most loyal customers, valuing their opinions about the program, and acting upon their suggestions and ideas to improve the customer experience, says Jon Mamela, Fairmont’s director of relationship marketing. Not only does this new benefit provide our members with a true sense of ownership in the FPC program, by enabling them to contribute to the continual improvement of the program, but it is our belief that it will foster a feeling of loyalty to Fairmont and ultimately improve customer retention.
FPC members currently enjoy a range of other benefits that include a personalized stay profile, dedicated check in service, room upgrade certificates, and complimentary health club and business center privileges. Enrollment is free and open to all guests of Fairmont properties. Offering three tiers of membership including Club, Gold and Platinum, guests can register at any one of Fairmont’s 39 hotels or resorts or online at www.fairmont.com. Other features of the program include discounted rates for Virtual Bellhop, a door-to-door luggage courier service that transports baggage, sports equipment and business materials for airline travelers and complimentary high speed (wireless and wired) internet access for Gold and Platinum members of the program.
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