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.
Belmond La Residencia, like many luxury hotels, is externally audited to ensure its superb offering is delivered consistently year on year. Orient Express decided they wanted to take their service standards to even greater heights, a task they felt would be best achieved with external support. They contacted us to develop a programme that would have longevity, a high quality of training delivery and which would, in addition to keeping service standards high, achieve guest perception of La Residencia as being positively unique in terms of its service delivery.
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.
Momentos de Encanto successfully impacted a number of different areas: External audit scores increased by 10%, the importance and understanding of standards improved, service journeys were introduced hotel-wide, each department implemented action plans and there was a marked improved in guest perception of service standards.
Employees confirmed they were proud to be part of a unique hotel experience and developed a passion for service that spanned all departments.
“Working with Aspiration has been a pleasure and I have been impressed with their ability to immerse themselves in the culture of La Residencia in developing our first service programme.”
Sven Gevers, General Manager