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Our Services

  • Brand Service Consultancy 

  • Service Guidelines Development

  • Service Encounter Assessment

  • Service Excellence Seminars and Workshops

  • Hotel Departmental Programs (pre-opening, rebranded and existing properties)

  • Special Projects

Brand Service Consultancy

Is your brand's service DNA truly distinct and unique? How do you incorporate your brand values internally and infuse them in every single touchpoint of the  experiential journey? In short, how does your organization demonstrate the "do" beyond the "say"?

We will help you achieve your desired goals with clear mapping of short, mid and long-term strategies for both your internal and external audience.

 

Afterall, it is only when both your clients and team perceive the brand it is positioned to be, that the brand is considered truly authentic.

Service Guidelines Development

We are not referring to the boring standard operating procedures and service manuals (which in all honesty, no one really reads). We do not want to be creating service robots by simply telling employees to memorise the 1001 criteria.

 

We are more excited about establishing meaningful guidance which encourages creativity and sense of ownership. We want the team to be inspired, rather than feel boxed-in; we want them to embrace the service principles and actively translate these into positive moments for both clients and themselves.

Service Encounter Assessment

Forget about the "white-gloved-hand-swiping-across-counters" type of inspection. It is not only about the checklist and measurement of service gaps.

 

Unlike the typical one-off or once or twice yearly inspection that is a hit or a miss, our approach provides a more comprehensive coverage with detailed insights and specific actionable. 

Our key mission is to identify service uplift opportunities that create a more engaging and emotionally-connected experience for both your clients and team members. 

Parallel Lines

Service Excellence Seminars & Workshops

Service excellence is the mentality of not accepting mediocrity from ourselves. It is also about seeking continuous improvement and being in constant pursuit of doing better.

 

We do not present you with a fixed list of topics. Rather, we first seek to understand your objectives before proposing the fully customised content and its delivery.

With a focus on emotional engagement, creative thinking, seeing things from different perspectives, motivational leadership and solution-focused , the target audience can range from frontline teams, middle management to  executive levels.

Hotel Departmental Programs

Discover and unleash the full potential of your hotel's most valuable assets - your people, your brand ambassadors. Traditional service training is not our cup of tea as it does not promote critical and intuitive thinking.

 

We strive to share and inspire. We delve deeper into behavioural elements that make a difference, integrating your brand values in the process. 

Caution: We cannot do it without infusing fun in the programs. 

Departments: Room Reservations | Front Office | Food & Beverage | Butlers | Housekeeping & Laundry | Spa and Fitness | Sales & Marketing 

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Special projects

Whether it is working on pre-opening hotels or rebranding of existing properties; whether it is the development of butler programs or review of internal processes to improve efficiency and effective teamwork, we are here to support and contribute further to your  success.

Let us know your objectives and purpose, and we will work out the what and how  for you. 

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