1. Hospitality Forum & Awards
Athens, 17/06/2015
Service with a Smile

2. 2
Michalis Mavropoulos
Regional Director East Mediterranean
Greece, Italy, Croatia, Malta, Bulgaria, Egypt, Turkey, Cyprus, UAE, Jordan, Oman

3. 3
TUI – The world’s number one integrated tourism
business

4. 44
Market Leader

5. 5
Tailor made holiday experiences
Transfers & Excursions
Accommodation &
Destination Services
Destination Sales Infrastructure
Cruises Handling
Airport Services
Groups, Round trips & MICE
(Meetings, Incentives, Congresses
and Events)
ServicesBasic Facts
years of presence in Greece
subsidiary of TUI Group
million arrivals in Greece
More than
40
100%
Approx. 2,2 million
TUI in Greece
colleagues in Greece
1.500

6. 6
Flight
Transfer
Accommodation
Excursions
Book
Airport
Arrival
Guide Service
Back Home
Customer Experience Touchpoints

7. 7 Rhodes 22/2/2014
Why we are different

8. 8 Rhodes 22/2/2014
Key elements of success
Brand
Promise

9. 9
Measuring Operating PerformanceWe monitor the quality of our service

10. 10
Net Promoter Score
“Would you recommend us to your friends?”

11. 1111
19%
27%
54%
0%
Driving Recommendation

12. 12
Service never disrupted
Example: Bus Driver’s Strike in Heraklion
Service:
• We serviced 7.000 arrivals in one day
• We looked for alternative transfer methods
• We offered water bottles to customers
• Our TUI Airport Team provided support & assistance
• Our TUI entertainment team offered customer and children care
Communication with Local Authorities:
• Throughout the whole day we were in constant communication with local authorities

13. 13
General Safety
Hygiene
Pool Safety
Child Safety
Fire Safety
Health & Safety
We check for example:
 Seat belts in buses
 Hygiene in Restaurants
 Anti slip carpets on boats
 Balcony Rails in Hotel rooms
 Supplier insurance contracts

14. 14
Acting as a Role Model
Comply with legislation
Set Standards in Market
Discuss with public stakeholders
Follow Group Policies

15. 15
Culture Wizard
Language Training
TUI Smiles Academy
Learning Management
System
Virtual Ashridge
Management Training
JUMP – Global
Management
Development
Programme
Tailored
Management &
Teams Training
Airport, Childcare &
Entertainment Scene
Service Training

16. 16
Excellent service = Loyal customers
Our customer service promotes both,
TUI and Greece

17. 17
What can all we do together next?
Differentiate products &
services
Modernize infrastructure
Invest in service education &
training

18. 18
Thank you.