citizenM offers an alternative hospitality experience to the mobile citizen, who are done waiting for services that they don't need. Check-in is automated, and you don't need a password for the wifi. But moreover, citizenM wants to differentiate in its customer service. citizenM hotels desires to offer a level of guest service unknown in the hospitality industry. They have 7 hotels in Europe and New York and are expanding quickly.
Performance Solutions was part of the opening of the first hotel. Together with citizenM, we defined their desired experience as surprised, touched, connected and real.
Recruitment with Casting Days
To get a team together for the first hotel, instead of putting out an ad and interview candidates, we announced a casting day. Potential ambassadors, this is what the front-line employees are called, attended four different workshops in a day. During this day, citizenM and Performance Solutions looked for a culture fit, rather than experience. The final selection of a team of ambassadors who surprise, connect, touch and are real becomes a collaborative choice, and a relatively easy one.
Immersion for New Employees
To this day, citizenM hotels organize regular casting days to recruit their ambassadors. The casting day is also the first part of the immersion program that new ambassadors walk through in their first weeks at work. The immersion program focuses on building context (the why), rather than training skills (the how) and transferring knowledge (the what).
We are Experience Engineers
At Performance Solutions we are experience engineers. We tune your engines and help you create exceptional experiences. We work to make people happy and go above and beyond what is expected of us. We love to hear what we can do for you.