Group, the hospitality customer experience experts, has
today announced a deal with the
Richardson Hotel Group to
deliver guest experience training designed to improve the
management of guest expectations across the group's five hotels
which include the four star Grand in Torquay.
Other hotels in
the group include The Falmouth and The Metropole in Padstow. The
training will focus on the behaviours, standards and techniques
needed to deliver "marvellous memories" to guests, tying in with
the group's strap line "where memories are made".
staff will attend Sidona's "Marvellous Memory" training
workshop, which will take place throughout February and March.
Key areas covered will include: understanding what guests expect
and value; what a superb guest experience looks and feels like;
how to tailor the experience to different guest needs and how to
use powerful language techniques to evoke positive emotions in
With over 70% of a guest's experience coming from the
emotions evoked during their stay, it is vital that staff
understand that a great hotel is much more than its physical
assets and processes, and that everything a member of the team
does has a real impact on a guest's experience.
In addition, Sidona will host a specialist leadership
Masterclass for Richardson's managers and team leaders, honing
their leadership skills and focusing on their role as guest
experience ambassadors. They will be responsible for sustaining
the "Marvellous Memories" programme, embedding this into
Richardson's culture and training of new recruits.
This announcement comes alongside the appearance of
Richardson's latest hotel purchase (October 2012), the now
in(famous) Grosvenor Hotel in TV's "The Hotel". The show is
currently airing in the UK and the Richardson's buy out features
in the episode on 17th February 2013. The partnership with
Sidona is not as a result of this acquisition, however
consistency of service across the Group will be a key focus, and
The Grosvenor will need to match the standards of the other
properties in the portfolio.
"We are thrilled to be working with Richardson Hotels on such an
important training project," comments Derek Blackburn, managing
director of Sidona Group. "Richardson is taking a bold and
proactive step in ensuring all staff members are focused on
building an exceptional experience and great memories for
guests. The Group is growing, and to embed this sort of customer
focused culture at all staff levels will only help the chain go
from strength to strength. We look forward to starting on this
journey with them."
"Our mantra and brand statement at Richardson is 'where memories
are made'" continues Richardson's Regional Manager Chris Jones.
"It is therefore vital that we deliver super memories at every
point of our guests' stay with us. We have so much going for us,
superb locations, historic properties, growth and investment and
wonderful staff. This training will help us take our staff to
the next level, to help Richardson stand out as an exceptional
hotel chain in the south west and to ensure our guests continue
to return and recommend, not just because they love Cornwall and
Devon but because they love the guest experience they receive