Client (Balearic Islands)
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.
After the successful implementation of Momentos de Encanto, La Residencia approached us to create a training initiative to develop the sales skills of managers and employees in Reservations, Front Office and Food & Beverage. Embracing the original Momentos de Encanto behaviours needed to be the key to our methodology for this programme. They also desired to add value to the guest’s service experience by suggesting products and services that might benefit the guest whilst positively influencing sales. It was important to ensure that all participants developed an understanding of key sales metrics in addition to improving their knowledge of up-selling best practices.
As with Momentos de Encanto the aim was to make this programme as interactive and skills-oriented as possible.
What we did
For Ventas con Encanto we developed 2 modules – one for managers and another for employees. The manager module includes competencies such as identifying sales targets and tracking sales. The employee workshop takes participants through the sales cycle using the service behaviours they learnt on Momentos de Encanto as a foundation – these behaviours are reinforced by using relevant sections of the film made for the earlier programme.
We developed this fully branded programme in English before its translation into Spanish. The manager workshop was delivered first followed by the employee one, after which we worked with La Residencia to select Master Trainers to take the programme out into the hotel and on into the future.
One of this programme’s greatest impacts was an increase in awareness of the importance of selling whilst delivering great service; employees no longer see sales and service as distinct processes but rather as a seamless practice. Sales increased and overall the guest experience has been enhanced.
“Following the success of Momentos de Encanto, we secured the services of Aspiration to develop a follow on programme Ventas con Encanto focusing on sales. Once again, Aspiration delivered on time to a high standard and within budget.”
Sven Gevers, General Manager