1. Pershing Hall
Where the city
comes to you !
Alexandra Humnicki
Floriane Brette

3. Current situation
 Lack of adequate service
 No welcome
 Lack of hospitality services (waitresses, front
office…)
 Deletion of bad comments
 Service focused on apearance
 Great location, exceptional decor with a
‘plant wall’
 5 star hotel, Spa, great food reviews and
pictures

4. Curent situation 2

6. Action plan
Marketing and
HR & Guest relation Front office Board of communication
manager F&B directors manager
Awarness of Admitting Engage with Review
Innovation
problems problems consumers management
Short term goals Medium term Long term

7. Action plan 2 : short term
Awareness of problems Admiting problems
 Twitter, facebook,  Not deleting
booking, tripadvisor negative
to read comments
comments but
 Satisfaction understanding why
questionnaire
and answer guests
 Good
 Sharing negative
communication
during guests’ stay comments with all
from operations staff members

8. Action plan 3 : medium term
Engage with consumers Review management
 Organize interactive  Engage bord of
events (treasure directors to find if
hunts, contests, there is a
creative actions, ie: management
create your own problem
cocktail)
 Impose a decent
 Reward points (for
reusing towels, uniform
participating to  Create weekly
events, posting on training for
facebook etc…) operational staff
 Ask for consumer
wants, needs and
desire

9. Action plan 4 : long term
Innovation
 Create a mobile application
 Booking
 Check-in, check-out
 Ordering room service
 Create and order your drink at the bar
 Particpate in events
 Implement a butler service
 Work on a PR plan
 Impose new methods of communication
betweem staff and customger (chef
personnalizing menus for customers)

10. In the long term, the ultimate goal of
the Pershing Hall Hotel in Paris is to
improve the quality of its service to
match the high standards of a 5 star
establishment, through a better
internal communication and
communication with guests.