We pride ourselves on our customer service here at Flying Butler Apartments and have very high team standards and expectations. We increased the size of our guest services team recently, following portfolio growth, in order to ensure all guests receive the best experience with our 24/7 care.
The wonderful Tolu now heads up the team after joining Flying Butler Apartments last November. Tolu has already made a significant impact, not only on our guests’ experiences but on our internal processes too.
Introducing Tolu Shobowale, our Guest Services Manager…
What do you love most about your role?
"I enjoy collaborating with the team and get excited when I see or read about a guest having had a wonderful experience."
What does good guest service mean to you?
"To me, good customer service typically means providing timely, efficient, attentive and upbeat service to all guests and making sure their needs are met in a manner that reflects our company ethos.
How important are SLAs / SOPs?
"SLAs help us to hold ourselves as service providers operationally accountable and detail exactly what type of service our guests can expect. SOPs provide the team with “how to” guides on procedures and standards to ensure our guests have the same level of experience throughout."
What additional services does Flying Butler offer to guests?
"Our team works hard to offer a really curated stay for all our guests as it’s important to us to offer a ‘home from home’ feel. Extra furnishings such as home office furniture, baby cots and bespoke kitchen utensils are available, plus special services such as airport transfers and help with ironing. The team do their best to accommodate any type of additional service request for all our guests."
How do you celebrate acts of amazing customer service in your team?
"We celebrate by sharing positive feedback received with the rest of the team and business, rewards such as bonuses, free lunch, and team/individual rewards."
What kinds of KPIs does the guest services team have?
"The KPIs we have in place are focused on Customer Satisfaction, Operational Efficiency and Business Value. It’s important for all my staff to be working towards common goals and our guests’ satisfaction is always at the heart of this”