Customer Experience Consultant and Trainer

Winner of multiple awards in Customer Service

Case Studies

How we put your customers at the heart of everything you do …

Recent projects have included working with a long established client focussed organisation, a market leader in their sector, to once again become outstanding amongst their (almost) equals!

Iconic International Hotel

Project brief:

Operational oversight - reviewed personnel, mandatory training requirements,  assessing staff profiles and business client demographics.

Review of Standard Operating Procedures and mandatory requirements – including:  Health & Safety, Food Hygiene, Fire Safety, Data Protection, Front Desk operations, Maintenance, COSHH, Risk Assessments, HACCP, Workstation Assessments.

Project Outcomes:

Devised customer standards benchmark with related training plan and content;

Delivered classroom style interactive and role play customer excellence training.

Across the business - follow ups with all Heads of Departments; updating monthly training reviews with local General Manager and 1-2-1 performance reviews.

Training of Food & Beverage team leaders and F&B teams; walking through the customer journey of all F&B activities; highlighting areas for improvement.

Household supervisors and operatives training - procedural improvements – introduction of reporting procedure to ensure work completed expediently and effectively.

Motivation management techniques introduced to improve operational and business performance with KPIs; promoting empowerment of employees to make decisions to ensure guest satisfaction; employee motivation and the creation of a unique communication channel to recognise and reward staff.

Boutique Hotel

Business Owner requested full review of operating procedures, staff conduct, housekeeping, and customer experience feedback (including web site). Findings presented to Owner, authorised training delivered to staff with procedural check lists being created and implemented to ensure uplifted standards are to be maintained and continue to be developed going forward.

International Hotel Franchise

Created Standard Operating Procedures – adopted and rolled out across the group

Customer User Interface

Working with Senior Management and external digital development teams to deliver significant makeover and improved customer experience for a 20 year old market sector leading on-line brand

Event Consultancy

Advisory project with oversight of planning, management and execution of a series of events for a global brand delivering an innovative local customer experience. The portfolio includes similar responsibilities for market leading regional and national events, working with many of the sector’s largest events in the UK.