7y
I’d like to thank you for reviewing your experience working for Yankee Leisure Group (YLG). Both your kind words, suggestions and feedback are appreciated.
For starters, I’d like to address the concern you raised about YLG not understanding its target market regarding upselling and making offers to our customers. Essentially, knowing and taking care of our customers is inherent in our DNA. This company would be nothing without our customers, and they are always treated with patience, kindness and respect.
From initial inquiries to post-vacation follow-up, top-notch customer service paves the way for continued success. That is just one reason why call center staff aren’t given a set “talk time” with customers—to ensure all their questions are answered. Alternatively, there are many times when our customers need suggestions because they are so unfamiliar with how the rail systems operate in Europe, North America, as well as in various countries around the world. Depending on what kind of travel experiences they are looking to book, we offer suggested itineraries that may fit their needs and budget.
In terms of those members of YLG’s leadership team you believe “think they are better than everyone else,” that is not something I am aware of. Thank you for passing this information along. That kind of behavior is not tolerated. Being in the hospitality business, our philosophy is built on kindness, respect and honesty.
Although you may have had the impression that our leadership team does not include women, we actually have many women leaders in our organization (two of them are on our corporate steering committee). Not sure if you are aware (and we can do a better job communicating this) but our corporate website only features our brand leaders who deal directly with our customers, reselling partners and product vendors worldwide. It does not showcase our overall steering committee or leadership teams (as this is a much larger team made of a diverse group from all over the world).
However, this fall, we will be giving our corporate website an overhaul to accurately reflect and promote the heart of YLG, and who we are as a global organization.
Thank you, again, for the time you spent sharing your perception of your experience at YLG with us. We wish you the best in your future endeavors!
Frank Marini
President
