Syer Hospitality Group

03/12/2024

I am a consultant and keynote speaker on delivering unforgettable customer experiences. I love speaking at conferences in Las Vegas however, it can sometimes feel like a blur of processed experiences. But fortunately, I encountered someone who slowed down the pace, offering a genuine touch of hospitality amidst the chaos.
While staying at Paris Las Vegas Hotel & Casino, I had the pleasure of getting to know Peggy, a long-term employee who epitomized what true hospitality looks like. In a world where so much is automated, she took the time to make me feel important, appreciated and a valued guest of Paris Las Vegas
Her shared conversations, thoughtful attention to detail and personal touch in adhering to my requests were all focused on how she could create a memorable guest experience.
Not only did she go above and beyond for me, but I watched her interact with other guests who randomly interrupted her time and again and yet, she would help them with genuine care and solutions. Peggy is the perfect example of how a real hotelier—someone who truly cares—can make all the difference in a busy, fast-paced city like Las Vegas.
Thank you, Peggy for creating an unforgettable experience that compels me to share my story with others and continue to be a brand evangelist for Caesars Entertainment!

Caesars Entertainment Employees

06/11/2024

Such a privilege to be working with amazing clients in the RV Industry!

🌟 Celebrating Female Entrepreneurs during Small Business Week! 🌟

Meet Theresa Syer, a trailblazer in Customer Experience Management and founding partner of the Syer Hospitality Group. With over three decades of experience, she’s helped countless businesses shift to a customer-centric approach, building reputations for service excellence and earning loyalty from both customers and employees. 💼✨

We’re excited to have Theresa present two workshops at the upcoming 2024 RV Dealers Convention/Expo in Las Vegas, NV! Don’t miss this opportunity to learn from one of the best in the business! 🚀👩‍💼www.rvda.org/convention

06/11/2024

Thank you Ontario RV Dealer's Association for the privilege to be the closing keynote speaker at your AGM last week. Your members were fully engaged, participative and even danced up a storm at the end! Very experiential!
Thanks Norm Rosen for your article: https://lnkd.in/gXh3zVNg
Recreation Vehicle Dealers Association of Canada
www.rvda.org/convention

06/09/2024

The National Golf Club of Canada is often described as one of the most exclusive and prestigious golf clubs in Canada. Its private status, challenging and pristine condition golf course contribute to its reputation as a premier destination for serious golfers.

Their commitment to excellence to provide a high-quality golfing experience is evident with the meticulously maintained golf course and their pain staking attention to detail in delivering an engaging, personalized member experience. Their entire team, in all departments, (front of the club and heart of the club) orchestrate each interaction with a focus on sensory appeal and personal touch. This ensures each experience is how they want their members and guests to feel.

As a recent guest for lunch, I witnessed firsthand how the club’s experiential levels of service transcend conventional expectations. The team is impeccably attuned to guests’ needs and anticipates requests before they’re even voiced. Whether it's a warm greeting by name upon arrival, passionate recommendations from the menu, perfectly timed refills, are just the beginning.

Every gesture is designed to elevate the experience. Their emphasis is on proactive, intuitive service. Staff members are not only attentive but genuinely engaged, creating meaningful connections through sincere smiles and attentive conversation.

They communicate with an eagerness to assist, using phrases like “certainly,” “my pleasure,” and “let me” to convey their genuine willingness to enhance your experience. This deep-rooted commitment to an emotional connection ensures that every guest feels not just welcomed but valued and understood. At the National Golf Club of Canada, every visit is transformed into a memorable experience, marked by a profound sense of belonging and unparalleled service excellence.
Club Management Association of Canada Club Management Association of Canada - Ontario Branch

19/08/2024

In a world where many companies are settling for average service, it's time for leaders to elevate their game and focus on creating exceptional customer experiences. By emphasizing the human element of service, businesses can forge memorable emotional connections with their customers. Here are five key actions that can transform your customer experience:
1. Personalize Interactions: Tailor your communication and service to meet individual needs. Customers appreciate it when they’re treated as unique, rather than just another number.
2. Empower Your Team: Equip your employees with the tools, training, and authority to solve problems on the spot. Empowered staff can deliver swift, empathetic service that leaves a lasting impression.
3. Listen Actively: Show genuine interest in customer feedback and concerns. Actively listening and responding to customer input demonstrates that you value their opinions and are committed to continuous improvement.
4. Anticipate Needs: Go beyond reactive service by anticipating customer needs before they arise. Proactive solutions not only solve problems but also delight customers by exceeding their expectations.
5. Create Emotional Touchpoints: Incorporate elements that resonate emotionally, whether through personalized messages, thoughtful gestures, or moments of surprise and delight. Emotional connections promote loyalty and advocacy.
Focusing on these areas can elevate your customer experience from ordinary to extraordinary. By doing so, you'll enhance customer loyalty, boost advocacy, and see a positive impact on your bottom line. It's time to move beyond average and make every customer interaction count!

10/08/2024

We were humbled to be nominated in 4 categories for Inside Halton's Reader's Choice Awards. We'd be honoured if you'd share a vote for Syer Hospitality Group.
Due to Facebook regulations we can't post the link so if you search for Reader's Choice Inside Halton then search Syer Hospitality Group you can click on the category to the right and vote.
We work with organizations who want to deliver unforgettable customer experiences and earn a defendable competitive advantage.
A huge thank you!

10/08/2024

We were humbled to be nominated for the Reader's Choice Awards. We'd be honoured if you'd share a vote for Syer. (Deadline to vote is Aug 16th)
We work with organizations who want to deliver exceptional customer experiences and earn a defendable competitive advantage.
https://readerschoice.insidehalton.com/readerschoice-oakville/business/syer-hospitality-group-inc
Simply click on the category to the right and vote.
Thank you!

Please log in or register with an email address and password first. You can vote for more than one business or person in the same category, but only once per business per category, under your registered email address. First choose any category or search for a business Then vote for all your favourit...

10/08/2024

We were humbled to be nominated for the Reader's Choice Awards. We'd be honoured if you'd like to vote for Syer Hospitality Group (Deadline to vote is August 16th)
We work with organizations who want to deliver unforgettable customer experiences that earn them a defendable competitive advantage.
https://readerschoice.insidehalton.com/readerschoice-oakville/business/syer-hospitality-group-inc
Simply click on each of the categories listed to the right to vote.
Thank you!

Please log in or register with an email address and password first. You can vote for more than one business or person in the same category, but only once per business per category, under your registered email address. First choose any category or search for a business Then vote for all your favourit...

10/08/2024

We were humbled to be nominated in 4 categories for the Readers Choice Awards. We'd be honoured if you'd like to vote for one or all 4.
We work with organizations who want to deliver unforgettable experiences to earn them a defendable competitive advantage.

https://readerschoice.insidehalton.com/readerschoice-oakville/business/syer-hospitality-group-inc
Simply click on each of the categories listed to the right to vote.
Thank you!

Please log in or register with an email address and password first. You can vote for more than one business or person in the same category, but only once per business per category, under your registered email address. First choose any category or search for a business Then vote for all your favourit...

06/08/2024

Shout out to Rebecca at Red Lobster!
As a guest experience consultant, I often come across great service, but Rebecca (from Toronto location) truly stood out for delivering experiential levels of service. From the moment we arrived, her positive disposition and pride in her brand shone through.

Rebecca welcomed us with a warm, personalized greeting and introduced herself, immediately making us feel at home. She engaged in delightful small talk, creating a friendly atmosphere right from the start. While we considered our choices, she enthusiastically recommended the daily specials, showcasing her knowledge and passion for the menu.

What truly impressed us was Rebecca's contagious enthusiasm and friendliness, not just towards us but every guest she served. Her attention to detail was impeccable, ensuring timely refills, providing condiments, offering extra napkins, and making thoughtful suggestions. Her choice of words like "certainly," "absolutely," and "my pleasure" inspired and connected with us on an emotional level, making it clear she was genuinely happy to help.

Throughout our visit, Rebecca remained attentive to our every need, always with a smile and a sincere enjoyment in connecting with others, yet without being intrusive. At the end of our meal, she sincerely thanked us and invited us to return again soon, creating a lasting positive memory that guarantees we will.

I was so impressed, I called the restaurant manager to boast about Rebecca, and he confirmed this level of service is her norm.
Kudos to Rebecca and Red Lobster for delivering such an outstanding guest experience. Because of her, we're proud to be an advocate for the brand and will return more often to experience this level of service again!

31/07/2024

As a consultant and trainer helping clients build customer-centric cultures by emphasizing the human touch to connect and engage with your customers, I often hear, “It’s common sense; we already know and do this.”
But if leaders truly believe they’re doing this, why aren’t your Google reviews perfect 5s and your NPS and CSI scores at record highs?
The key is ensuring your entire workforce is aligned and committed to delivering consistent experiences at every touchpoint that connect with your customers on an emotional level. This is what we call the exceptional customer experience. It's all about the human connection and how you make your customers feel.
At Syer, we don’t just share knowledge; we provide the strategies and tactics to turn ordinary interactions into extraordinary moments. It doesn't take more time or cost more money, it's just a shift in the mindset to engage better.
These moments create lasting memories, encouraging customers to return, spread the word, and spend more—ultimately boosting your profits and giving you a defendable competitive advantage.
Now, that’s what I call common sense!

26/07/2024

At Syer Hospitality Group we believe in recognizing extraordinary service that goes beyond the ordinary. Today, we want to shine a spotlight on Brian from ICS Courier . We have several couriers delivering to our office each day, however Brian stands out from the ordinary as he turns every delivery into extraordinary!
He always arrives with a big smile, shares a greeting in an upbeat tone and as prompt as he is, he always takes a quick minute to add a kind comment to enjoy the day/weather/upcoming long weekend. His personal touch and friendly demeanor have earned our loyalty and advocacy.
In the world of customer experience consulting, we understand the importance of emotional connections and meaningful interactions. Brian exemplifies these values effortlessly. His enthusiasm and dedication to his job are truly inspiring.
Thank you, Brian, for setting a high standard of service excellence and for making each delivery not just a transaction, but an exceptional customer experience.

20/06/2024

Staples Canada failed at a positive customer experience.
Day 1: After placing an order online before 3:00pm for next day delivery, the order did not arrive.
Day 2: When connecting through Chat support, the agent advised, "Staples Canada is currently facing a high demand for deliveries. We are doing our best to get all orders delivered."
I asked if the order could be cancelled. They advised, "Cancellation of a confirmed order cannot be guaranteed. In the event that a delivery attempt is made, please accept delivery."
That evening I received an email confirming the order was shipped.
Day 3: Order still not here, chat advised the email was sent in error. Customer service via phone confirmed it had been shipped and would arrive tomorrow.
Day 4: The order did not arrive. Both customer phone support and Chat confirmed it was delivered yesterday and went on to say I refused the order and they sent me a paper trail to confirm this. This NEVER happened. No one delivered or attempted to deliver my order and my ring doorbell confirms this.
After reaching a supervisor Leah, in an offshore call centre, she advised, there is NOTHING Staples Canada can do once an order was shipped, returned and credited. I explained my frustration and how my order was never delivered. She advised, I could reorder online again or go to the store directly.
In a high tech, high touch world, Staples Canada did not make it 'easy' and since there's nothing they can do, I will shop where a customer is their priority.
hashtag hashtag hashtag

18/06/2024

Coalescence Band – Talented musicians delivering great experiences!
If you’re looking for a fabulous cover band, I highly recommend Coalescence! This group of musicians not only form a good mix of styles and musical talent but they’re also very experiential. Yes, they create experiences for the event planners by being so easy and accommodating to work with, and also create experiences with the way their performance engages and is the biggest crowd magnet.
I was the emcee of a large charity event where they were playing. When the unexpected rain came, they didn’t miss a beat (like that pun?) They helped set up the make-shift tents/backdrops and continued playing to lift the atmosphere and contributed to making the event a success. Thank you co·a·les·cence [ˌkōəˈlesns]!
Allan Langvee Meeting Professionals International CanSPEP - Canadian Society of Professional Event Planners www.coalescencemusic.com

31/05/2024

Gusty Walk is this upcoming Sunday June 2 at Bronte Waterfront Heritage Park! As most of you know, our daughter Stephanie was diagnosed with Crohn’s disease in 2008. For many years since then, she's been a devoted Chair and volunteer for Gutsy Walk.
Todd and I are volunteering alongside Steph, Grant & our 3 grandkids again this year. We are raising money to find a cure and resources for Crohn’s and Colitis patients across Canada.
Any support for this cause is greatly appreciated! If you’re free this Sunday, please drop by for a great day and great cause!
https://crohnsandcolitiscanada.akaraisin.com/ui/gutsywalk2024/pledge/sponsor/donation?pid=2152237

13/05/2024

Thank you to , Food & Beverage Manager, at the Delta Winnipeg Hotel for the experiential level of service you recently provided.
As many of you know, I travel extensively and am always looking for team members who make it their mission to go above and beyond in finding ways to connect with their guests on an emotional level. Sandeep did just this!
I had called down to the front desk to casually let them know, there were no diet soft drinks available in the club lounge. I didn't give my name but the team at the Delta Winnipeg figured it out.
Within minutes Sandeep personally showed up at my door. He apologized for the inconvenience and advised he was going to have the fridge restocked shortly, however since the cans would still be warm, he personally delivered a cold bottle of Diet Pepsi for me to enjoy. WOW! He took an ordinary interaction and made it extraordinary. These are the moments that create the memories when guests feel compelled to share these stories with others. Thank you Sandeep for delivering an exceptional guest experience!

20/03/2024

The heart and soul of any organization is your people. How you hire, train, inspire and teach them to deliver exceptional customer experiences becomes your competitive advantage. It’s choosing to raise the bar from providing good customer service and instead delivering experiential levels of service. Levels of service that your competition can’t duplicate because it solely comes from the hand selected players on your team.