What We Do
How We Do It
- Guest Experience | view experience
- Customer Research | view experience
- Front Line Training | view experience
- Service Leadership | view experience
- Live Experience Days | view experience
- Coaching | view experience
- Experience Strategies and measurement | view experience
- Conference Speaking | view experience
- Management Briefings | view experience
Our approach
Whats new?
- Our most read articles of 2014
A chance to catch up on our most read articles of 2014 Where the ‘E’ side meets the ‘C’ side. How the employee experience at Butlins drives the customer experience Subconscious clues in the Guest Experience What subconscious messages are your giving your guests? Experience Led Hotel Design Anne’s key note presentation to The International […]
- Congratulations to our award winning customers
It has been a successful year for all our clients and we are grateful for the opportunity to help them all achieve success. We would like to recognise the awards won by some of our clients this year. The Deer Park Country Hotel Best employer in Hospitality Award 2014 Visit Devon Gold Tourism Award 2014 […]
- Calcot Leadership Academy
We have developed a dynamic leadership academy for the Heads of Departments of the five luxury hospitality brands across Calcot Group. “Our training academy is fundamental to the long term retention of our staff, our award winning offers and the happiness of our guests. Sidona’s training is ahead of the curve and their expertise in […]
- Service Leadership Programme for Harbour Group Hotels & Spas
“The whole programme has had an extraordinary effect on the team. Individual Leaders and the team as a whole are stronger and their leadership capacbilities have grown. They utilise and share their learning daily and are driving positive change through their individual properties. Derek has a unique way of “connecting” with all those he is […]
- Creating Magical Guest Experiences
Your Christmas hospitality experiences should create a magical sparkle for your guests and leave positive and lasting memories. All energy and effort should be focused on evoking these emotions that guest’s value; Welcomed, Valued and Special, Cared For, Comfortable, Delighted and Indulged. These are the emotions that create loyalty, increased spend per visit, generate great […]
- Does your guest technology switch on guest emotions?
Return on emotions I am increasingly hearing guest technology on hotelier’s agenda. I don’t always hear what return on guest emotions organisations are expecting to achieve when they consider making these huge investments. We believe how you make your guests feel is 70% of the guest experience, therefore any investment in guest technology needs to […]
A few kinds words
“Derek is an excellent communicator, his passion; energy and enthusiasm really stand out. He has a great capacity to influence change in people’s thinking and shift mindsets, attitudes and behaviours.”
