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 become one of the world’s most awarded cruise brands, voted #1 Ocean Cruise Line by Travel + Leisure readers consistently since 2015, and frequently recognised in Cruise Critic’s Choice Awards.
We began our partnership with Viking in 2014 and continue to support their growth and innovation.
In our partnership we:
- Built their Brand Standards & Service Program
- Supported 15 new ship launches Developed and delivered a customised leadership program that was deployed globally across the fleet
- Designed learning and development programmes to embed STAR Service
- Delivered and refined their Standard Operating Procedures & Operations Manuals
The results:
- 15 successful ship launches to date, with more in the pipeline
- Exceptional guest feedback and loyalty ratings Continued recognition as the world’s leading small ship Ocean Cruise Line since 2015
- A long-standing strategic partnership with senior leadership
Royal Caribbean is the world’s second-largest cruise line, with a portfolio of globally recognised brands.
We were tasked to:
- Modernise their onboard housekeeping processes
- Improve laundry operations and reduce waste
- Implement a new incentivised housekeeping system
- Redesign and optimise onboard laundry processes
The results:
- Improved efficiency across housekeeping and laundry operations
- Higher guest satisfaction scores in cleanliness and service experience Measurable cost savings and reduced waste
Makarem is an award-winning Saudi-based hotel group with a strong reputation for service excellence.
We were tasked to:
- Design SOP manuals for eight hotels, ensuring consistency and quality across the group
- Introduce practical, actionable SOPs for all operational departments
The results:
- Increased efficiency and service standards across all properties
- Strengthened brand reputation and guest trust
- Rising guest satisfaction scores year-on-year
Ballygarry House Hotel is a luxury country house hotel, consistently ranked among TripAdvisor’s Top Five Hotels in Ireland.
In our partnership we:
- Supported the development of The Pavilion as a secondary event space
- Delivered operational feasibility studies and menu consultations for The Brasserie
- Continue to advise on future developments, including the Estate at Ballygarry brand
The results:
- Recognition among Ireland’s best hotels by TripAdvisor
- Exceptional guest feedback
- Profitable new dining and event spaces launched successfully
- Industry-leading service standards and operational protocols sustained
Warsaw, Poland
Eastern Europe’s largest theme park development.
We were tasked to:
- Develop two uniquely themed hotels as part of the resort concept
- Design integrated luxury hotels
- Create internal operational procedures
- Partner with operators to define branding and service models
The results:
- Architectural designs and operational models completed for the 2013 launch announcement
- Note: Construction was not realised due to funding constraints
Nox Rentals is Cape Town’s leading luxury holiday rental company, managing an exclusive portfolio of villas.
We were tasked to:
- Define outstanding service standards across guest touchpoints
- Apply assessment methods to strengthen internal consistency
- Achieve a 90% reduction in service failures
- Increase engagement and satisfaction among staff and suppliers
The results:
- Improved guest satisfaction ratings
- Consistency in operations across their luxury villa portfolio
- Sustained growth in bookings and brand reputation
Digital Planet is one of South Africa’s leading technology and logistics companies.
We were tasked to:
- Enhance performance and service delivery while supporting expansion
- Upgrade service delivery and customer experience
- Increase operational effectiveness
- Design and develop products to support company growth
The results:
- Delivery times reduced from 3 days to within 24 hours
- Service delivery failures cut to below 5% within 6 months
- Expansion into new markets and service lines
