OUR CLIENTS
Explore the world-class brands we’ve worked with to deliver exceptional service
Since the launch of their ocean cruise line in 2015, Viking has accumulated a number of accolades, including being voted #1 Ocean Cruise Line by Travel + Leisure readers every year since 2015, along with their multiple Critic Cruisers’ Choice Awards.
We began our work with them in 2014
In our partnership we:
- Created their Brand Standards & Service Program
- Manage new ship launches
- Develop their shipboard leadership teams
- Create learning and development programs that inspire the team to consistently deliver STAR Service
- Manage their Standard Operating Procedures & Operations Manuals
The results:
- Thirteen successful ship launches, several more in planning
- Exceptional guest feedback
- Voted #1 Ocean Cruise Line every year since 2015
- Continued strategic partnership with senior leadership team
Royal Caribbean Cruises Ltd. is the world’s second largest cruise line and is responsible for a collective of brands in the global cruise market.
We were tasked to:
- Restructure and modernise their onboard housekeeping processes
- Improve laundry management and reduce waste
We worked with them to:
- Introduce and implement a new incentivized housekeeping system
- Redesign and improve the onboard laundry operations
The results:
- The efficiency of housekeeping systems and laundry operations were dramatically improved
- Guests were more satisfied with their housekeeping experience onboard
An award-winning Saudi-based hotel group.
We were tasked to:
- Design SOP manuals for eight of their hotels, structured to improve standards of delivery and consistency of service
We worked with them to:
- Introduce simple, actionable SOPs for consistency across all operational departments
The results:
- Increased efficiency and service standards
- Their brand reputation was strengthened
- Guests where increasingly pleased with their service experience
Ballygarry House Hotel is a luxurious country house hotel which has been voted in the TripAdvisor Top Five hotels in Ireland
Description:
We have partnered with Team Ballygarry throughout their ambitious expansion and development phases, ensuring each new element is complimentary to the existing property and in line with customer expectations
In our partnership we:
- Helped develop The Pavilion as a standalone secondary event space at the hotel
- Provided detailed operational feasibility studies and menu consultations for The Brasserie
- Continue to partner with them on future developments, including the new “Estate at Ballygarry” brand,
The results:
- Voted TripAdvisor’s Top Five Hotels in Ireland
- Exceptional guest feedback
- Profitable and operationally successful dining and event spaces launched
- Industry leading service standards and operational procedures and protocols
Warsaw, Poland
Eastern Europe’s largest theme park development.
We were tasked to:
- Develop two individually themed hotels
We worked with them to:
- Design two integrated luxury hotels
- Develop internal operational procedures
- Negotiated with hotel operators in branding of the themed hotels
The results:
- Architectural designs were complete for the announcement of the park on July of 2013
- Disclosure: the project construction did not materialize due to funding constraints
As Cape Town’s leading luxury holiday rental company, Nox Rentals lease and manage their properties.
We were tasked to:
- Design outstanding service standards across contact points to improve the guests’ experiences
- Apply assessment methods to ensure consistency across the internal team and suppliers
We worked with them to:
- A 90% reduction in service failures, resulting in dramatic improvements in customer satisfaction
- Increase engagement and work satisfaction from internal team and suppliers
The results:
- Better service delivery and consistency within operations across their luxury villa portfolio
One of South Africa’s leading technology and logistics companies.
We were tasked to:
- Improve performance and service delivery, assisting in the expansion of the company
We worked with them to:
- Upgrade their service delivery and customer experience
- Improve effectiveness of operations
- Design and develop products to aid company growth
The results:
- Delivery time was reduced from 3 days to within 24 hours
- Service delivery failures reduced to less than 5% after 6 months
- A successful expansion of the business
