Shopping malls are looking to luxury hotels to up their service game

Could a shopping mall offer service as comprehensive and accommodating as a luxury hotel? One of the world’s largest mall operators Westfield Corp. intends to do just that with the introduction of its new customer training program “Service with Style.” The program was informed by top hotels and luxury resorts and aims to give employees the tools to interact with shopper at 33 U.S. shopping centers in a new way. All front of house employees from brand ambassadors and center management representatives to security officers and valet attendants will go through training. Staff will go through a two-to-three month training program and work with a dedicated style coach that will be permanently based at each Westfield property.
Several hundred employees have already gone through the course and roll-out will continue in coming weeks.
The program was designed throughout the past 18 months in partnership with LRA by Deloitte and SGE International, which have helped design guest experience programs for luxury brands including Ritz-Carlton, St Regis, Waldorf Astoria New York, and W Hotels. In addition to the course, each property will also have a “style coach” on-hand to oversee the training.