The Guest Experience

People

Building on the brand-led organisational culture I design and facilitate recruitment, coaching and performance management systems tailored for front-line team members

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Product

I concieve brand-led facilities, activities and services,  working with the client team and F&B, IT, Retail, Entertainment, Transport, Travel & Tourism, Wellness, Fitness and other specialists.

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Process

Crafting brand-led bookings, reservations, room-service, complaints' handling and other guest facing 'enablers'.

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Property

Briefing and critiquing the work of architects, interior and landscape designers, lighting consultants and art buyers to ensure all their creativity reflects the Brand Core in a mutually supportive manner.

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Packaging

I create brand-led names for hotels and their outlets, and brief and critique the work of graphic designers in developing logomarks and Visual Identity Systems.

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Promotion

I develop overarching brand marketing strategies and brief and critique the work of marketing communications agencies to deliver creative output that dramatises the reality of the brand experience.

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