Can you introduce yourself?
I've been with OKKO HOTELS for 10 years and previously with other major hotel groups.
I've opened 3 hotels for the OKKO HOTELS group. Nantes, Lyon and Paris
Since 2021, I have been Director of Operations
What is your role as DOP at Okko?
My role is to support, advise, guide and help hoteliers to perform to our brand standards.
Control the activity, management and costs of our facilities. While monitoring management and quality indicators.
How are these checks carried out?
We use mystery shoppers to check compliance with brand standards several times a year.
Mystery visits can be carried out either on weekdays or weekends, depending on the type of customer.
What's in it for you?
I'm very attentive to the attention to detail we can give our customers.
This visit enables us to assess our compliance with our brand standards.
The results of these visits are analyzed, and an action plan is drawn up to correct the situation and aim for the highest possible level of customer satisfaction.
Speaking of quality of service, what do Smice and mystery visits do for you?
First of all, a very good relationship with the person in charge of our program. Virginie is very responsive, which is very nice.
Smice's reports are really interesting because we define upstream the product's unavoidable criteria, which guarantee uniformity of welcome in the group.
Our aim is to provide the same level of service at the OKKO HOTELS in Bayonne Centre as we do at the OKKO HOTELS in Paris.
Beforehand, we determine the welcome scenarios that each hotelier makes their own. The Smice visit is a real sequence of the customer's journey, from the moment they arrive, during their stay and when they leave.
How did you involve your teams in the project?
The grid was presented to hoteliers by hotel managers at team meetings, so that they were fully aware of the OKKO HOTELS Group's expectations in terms of customer satisfaction.
To keep everyone on their toes, Smice allows us to vary the scenarios: 1 or 2 people, weekends or weekdays.
Any plans for the future?
We plan to overhaul our SMICE repository over the next few years.
This overhaul will enable us to take stock of our current visits and improve our expectations in terms of customer/product quality.
