5 STAR BENCHMARKING FOR A GLOBAL INVESTMENT BANK

OMNE|WX was briefed to develop the bank’s client and guest experiences benchmarked against the luxury 5-star hotel sector. The process involved:

• Benchmarking and site visit assessments
• Development of ‘mystery guest’ digital assessment programme to understand gap analysis, training needs and progress
• A full suite of comprehensive standard operating procedures for all team members
• Development of software optimization to maximise the effectiveness of the visitor registration and management system
• Development of an elevated office supplies, food and beverage and meeting room amenities equipment and offer
• A comprehensive training programme including development of team trainers
• A digital engagement tool to ensure all team members understood their role in the experience programme and could contribute to supporting each other

This comprehensive program created by the team is designed to deliver against all experience KPIs within 12 months.