Client (Balearic Islands, Spain)
Belmond (previously known as Orient Express, the name of our client company) creates exceptional experiences worldwide. Their global collection of 46 iconic hotels, trains and river cruises brings together some of the world’s most thrilling journeys and destinations. Found in the Americas, Europe, Africa and Asia their great travel experiences range from Belmond Hotel Cipriani in Venice to Rio’s Belmond Copacabana Palace, from the Venice Simplon-Orient-Express train to Belmond Grand Hotel Europe in St Petersburg.
Sheltered by green mountains on Mallorca’s peaceful north-west coast in the artists’ village of Deia, Belmond La Residencia is one of Spain’s finest luxury boutique hotels. Its twin manor houses and award-winning spa sit in lush gardens among olive and citrus groves overlooking the Mediterranean.
To live true to the ethos of engaging employees in the development and implementation of Momentos de Encanto (Moments of Delight. Please refer to this case study for more details) we needed to create and implement a series of short workshops that provided managers with the skills needed to develop service journeys, design the standards to support them and then train these journeys to their teams. In follow up we ran a manager workshop that covered a review of where they currently stood with the implementation of their service journeys, what challenges they were facing – if any, what still needed to be done and how they would achieve this – including establishing an On Job Skills Training Library, coaching effectively and measuring results.
What we did
To ensure Momentos de Encanto was future-proofed we designed a programme for managers and line staff that created service excellence as a way of living at work by ensuring employee engagement at every stage of the development and implementation process. The programme followed Orient Express brand values, not only in its content but also through a complete suite of branded training materials. To reinforce key objectives we produced, in entirety, a service film for use in the training as well developing Guest Service Journeys for every part of the hotel.
The programme was developed in English and translated into Spanish; we co-delivered a pilot in both languages, trained trainers and finally selected Master Trainers to roll out the programme in Spanish.
Every department in the hotel developed a service journey, supported by standards, that was suited to their requirements and the service outcomes they needed to achieve. Service attained an even higher degree of consistency and employees were provided with coaching and recognition. This led to improved engagement with teams and higher external audit scores.
“Developing our guest service journey has been pivotal in ensuring standards are delivered consistently to all our guests. With the support of Aspiration, we have been able to engage our managers and teams in this process and achieved higher service scores.”
Sven Gevers, General Manager