Novotel London Brentford Hotel
Supporting hospitality champions to deliver the Ultimate experience
Like many hotels, guests here enjoyed a really good stay! However, the GM knew his team had more to offer, so brought me in to train and support guest facing team members to deliver the Ultimate guest experience.
I delivered JS Learning’s Ultimate Experience and Hospitality Champion workshops to selected team members, from which a group of ‘champions’ were established.
Each week, I set a challenge for the champion team to take on – always focused on enhancing guest experience to create more human-to-human emotional connections.
In a challenging operational environment, I was pleased (and proud of the team!) to have achieved a year end score of +1% over and above the year before.
“The success of the training goes beyond the improved quality score, because the skills and confidence that the Champions now have are invaluable.”
Terence Beach, General Manager
I enjoyed playing a supporting and driving role with a team who were in the thick of a busy hotel operation. This team overcame numerous challenges, and kept their eyes on the prize!