Context: The Grove is a majestic, contemporary five star hotel in Hertfordshire, catering to a wide variety of guests, from corporate clients to families. As one of the Leading Hotels of the World it prides itself on exceptional service combined with attention to detail and the care for every type of guest, however long they are staying and whoever they are.

On joining the organisation my client identified that the combined Meetings and Events Operational and Sales Team (of approximately 25 people) would benefit from some soft skills development, particularly in relation to working more effectively as a team, communication and emotional intelligence. It was also imperative in the event to ensure that team were at the heart of setting an agreed set of shared values and way of working in relation to the guest experience. It was also important to recognise the pragmatic learning requirement of the teams given their function within the hotel.

Output: The hotel was already familiar with the Myers Briggs Type Indicator as a development tool and so a two day workshop was written to utilise the individual report outputs to sculpt a team event. Exploration on the days involved was highly practical, and involved brainstorming and group discussions, games to enhance team collaboration and individual personal reflection; culminating in the development of a set of team commitments and four action learning groups to look at different aspects of the guest journey. These groups considered and then presented on the risks, benefits, opportunities and costs of a set of recommendations of their given area of development, for ratification, final approval by the General Manager and then implementation.

Feedback from the General Manager:

“The customised training programme Justine Lago delivered for our teams at The Grove has been very well received and has paved the way for a more collaborative, inclusive and understanding team focus.”  

Feedback from the Operations Team Manager:

“I just wanted to express my sincere thanks for the 2 days you spent with us. I genuinely believe this is just what we needed to drive our team together. It’s only been a few days and the change is already clear to see.”  

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