Sunset Suites

Chief Operations Officer (COO) - Isaac Brooksby

Chief Human Resources Officer (CHRO) - Ashlyn Hooper
Chief Information Officer (CIO) - Isaac Brooksby
Chief Marketing Officer (CMO) - Ashlyn Hooper
 Mission Statement:
The mission of Sunset Suites is to provide guests with an outstanding stay away
from home with our exceptional rooms and amenities. We are dedicated to high
quality, personalized customer service and hospitality.

Vision Statement:
To become the destination of choice for discerning guests by offering them a new
meaning to the phrase a home away from home.
 Internal Customer Service Strategy

● Giving your full attention to others when they are speaking to you
● Get to know each other and create lasting bonds
● Be transparent as a business
● Friendly, fast, easy and welcoming services in all departments
 Customer Experience Strategy
● Convenient and welcoming
● Personalized service
● Customizable room features
● Frequent check ins
● Quick response time
 CRM Strategy
● Used to know what people like
● Software updates to inform of satisfaction
● Reviews and suggestions may be put on there to help run the company
better
● Inform Sunset Suites of improvements and great ideas to come
 Technology Strategy

● Through Instagram, Snapchat, Facebook, Tumblr, tiktok, and many other social

media platforms customers can see the fantastic views, rooms, food, and

employees of Sunset Suites

● Posts will inform customers of upcoming events, different packages, rooms, food,

and other fun activities happening here

● Facebook messenger, Email, Live chats, and texting

 Corporate Social Responsibility Strategy
● Purchase local ingredients for restaurants
● Purchase local supplies to sell in gift shops
● Use energy efficient bulbs and machinery
● Reduce plastic use and waste
● Make charitable donations to local food pantry when customers book
directly from our website
 Social Media Strategy
● Identify target audience
● Create advertisements for Instagram, Facebook, Pinterest, Trip Advisor,
etc.
● Use a loyalty program to encourage members and influencers to write
positive reviews
● Respond publicly or privately to fix issues or negative reviews
 Loyalty Program
● Sign up and get 500 free points
● Perks: receive 1000 points for every night spent at the hotel
○ 10,000 points = One free nights stay and a complimentary meal at our
restaurant.
● Sales and Marketing: Join on the app and other online services
○ Show up to date information on deals
○ Great customer service
○ Go above and beyond in all services such as shows, food, and
activities
Customer Service Training Agenda
Customer Service Training Focus & Activity
(Leave blank)
Customer Service Training
Customer Experience
● Customers don’t just stay here, they
are treated with top priority and as they
are the only ones in the establishment

● treated with the utmost respect.

● Customers can be confident that their

stay will be the best experience, likely

to beat all other establishments

Employees

● All employees will be trained to respect and help customers

with their full capacity

● Employees will always be honest and caring and try to

resolve concerns immediately

● Customers will be put before anything else, and their safety

will be highest priority.

● employees are there to help them with their luggage, direct

them to their rooms and anywhere else they need, and

answer any questions they may have.

 Stand out

customers can be sure that our establishment is:

● Clean

● Organized

● employees are all good, hard-working, loving

people

Sunset Suites will always go the extra mile on every

aspect