Hotel Villa Michelangelo Vicenza: Delivering Excellent Customer Service

The softly rolling hills of this verdant landscape are what inspired the genius of architect Palladio, the same hills that still today surround the splendid setting of the exclusive Hotel Villa Michelangelo.

Built in the 1700s as the country home of the noble Tomi family of Vicenza, this elegant and serenely harmonious building is the perfect place in which to leave the bustle of daily life behind and let yourself be pampered by the refined luxury and exquisite service offered here.

Come to bask in the princely elegance of the spacious halls, the lovely guest rooms and suites, to enjoy the large swimming pool that sits surrounded by olive trees, indulge in the fine traditional cuisine at the La Loggia restaurant or relax with a round of golf at the nearby exclusive club. Vicenza, Padua, Verona and Venice are not far away for a day trip to discover the fine art, wine and local culture that dates back centuries.

The hotel overlooks the peaceful Berici Hills.

• 52 rooms and suites overlooking the park.
• The gourmet restaurant La Loggia offers dishes from the traditional Venetian cuisine.
• The villa, surrounded by the verdant park, is the perfect location for weddings and ceremonies.
• 8 bright meeting rooms.

Villa Michelangelo is just 4 miles from the refined, cultured city of Vicenza, which was declared a UNESCO World Heritage Site in 1994. It is best known for the many buildings designed by the illustrious Paduan architect Palladio, such as the majestic Palladian Basilica in Piazza dei Signori, currently home to major exhibitions, and the sublime Teatro Olimpico.

Hotel Villa Michelangelo provides luxurious guest accommodation in a selection of beautifully furnished bedrooms and suites, all of which characterized by the same pleasing combination of old world charm and contemporary comfort.

To help their team empathise with customer issues and anticipate their needs, they share customer feedback on a company-wide bulletin.

They make customer surveys and data available to everyone, so they can see exactly where there is scope for improvement.

When possible, they allow members from each team to do customer support at least once a week which is expected to help them connect with customers.

They facilitate direct contact with customers by way of sales calls, social events, and conferences.

They make customer-centricity a criterion for hiring, no matter what the role is. During the interview process, they ask questions to gauge how tuned the person is to customer needs. This ensures every new recruit understands the importance of customer service.

To ensure they provide the best customer service, at Hotel Villa Michelangelo Vicenza the staff:

• follow up on both positive and negative feedback they receive
• ensure that they consider customer service in all aspects of their business
• continuously look for ways to improve the level of customer service they deliver
• listen to customer viewpoints and solicit customer feedback
• anticipate customer needs
• have built a culture of empathy
• motivate and engage employees
• adapt to customer needs

During the announcement conference, they mentioned that the hotel staff are the face of the brand. But they do not expect them to just know what that means. They focus on having them trained on everything from the hotel’s brand values to the proper way to effectively resolve customer service issues.

Of course, training goes far beyond the initial employee handbook and video courses. Training is an ongoing process for everyone in the company, including hotel managers. From time to time, they try to make use of hospitality industry training retreats, coaching sessions, and events to help their team grow.