May 2015
| Business World
127
AN EVOLUTION IN
CUSTOMER SERVICE
In the hospitality industry, you survive and
succeed based on customer service. At Ac-
cra, their approach begins and ends with
their staff.
“This is always the goal of any property,”
Monickoraja said. “We strive for success by
consistently training and grooming our staff
and being very vigilant with all the activities
and offerings. Our ultimate goal is that each
guest that stays and dines with us, leaves with
lasting memories of a wonderful experience.”
“Should any issues arise; the staff take im-
mediate action,” he continued. “We always
listen to our guests. The advice and voice of
the customer is very important. We tailor
our product and service offering to evolve
around guest feedback.”
Delivering value-based incentives and excep-
tional service has its advantages – especially
during off-peak season.
“Year after year we have seasons that have
been very fruitful for us,” Monickoraja said.
“During the winter period, we do have ap-
proximately 65% of our guests returning.
This is a testament to our philosophy as one
of the island’s leading hotels – what are we
