Ibis Belfast City Centre has scooped first position in the highly coveted CX Championship Awards which grades customer service excellence across over 100 Ibis Hotels in the UK. Run by Ibis’ parent group Accor Hotels, the awards grade the hotels on Reputation Performance Score (RPS), accommodation and breakfast scores all based on customer feedback.
The hotel, located on Castle Street, in Belfast City Centre, is owned and operated by Belfast’s biggest hotel group, Andras Hotels, were the joint overall winners of the award.
The awards are graded based on Guest Satisfaction survey results, which, for Ibis Belfast City Centre were consistently outstanding with a reoccurring theme of warmth, friendliness and ‘going the extra mile’ for guests. Andras Hotels attributes the success to the continued investment into its team, each of whom are trained through the group’s Andras Academy.
Frankie McDonald, General Manager of Ibis, Belfast City Centre said: “We are absolutely delighted to be awarded this most prestigious accolade and would like to thank our excellent team for making this possible and for our customers for feeding back the information.
“Guest satisfaction is everything to us. Over the past number of years, we have concentrated a lot of our time, effort and money into attracting, training and retaining the best people for the right jobs to ensure they deliver the Andras vision.
“We support and develop our talent through our Andras Academy, which encompasses training and development for all levels, from apprenticeships and student placements to graduate and senior manager programmes.
Frankie concluded: “We work hard to upskill and promote our core people through external training and work closely with colleges and universities to attract students and graduates developing roles from the most junior to senior.”
Rajesh Rana, Director of Andras Hotels said: “I am so proud of the Ibis team who strive for excellence in every task they undertake.
“The Ibis team are committed to ensuring they serve each and every customer to the absolute best of their ability, being ambassadors not only for the brand but for Belfast and indeed Northern Ireland. To see this come to fruition is fantastic for the entire Group.”
Rajesh concluded: “We are continually investing and empowering our staff to be the best they can be and offer excellent career opportunities across our five hotels in the city.”
Andras Hotels was founded in Belfast in 1981 and since then has helped to shape and drive the tourism and hospitality landscape of Belfast. It currently operates six internationally-branded hotels with 1,000 beds in Belfast; Holiday Inn®, Belfast City Centre, Holiday Inn® Express, two Ibis Hotels, the Crowne Plaza, Hampton by Hilton Hotel in the city’s Hope Street and Cordia Serviced Apartments.