decode > operations shape > service energise > people
decode
decode > operations
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unravel aspects of your business to reveal genuine opportunities
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Critical insight gained through real-time observation of your business operations supports the process of unravelling.
This allows accurate identification of individual, team and organisational knowledge and skills gaps as well as building a picture of the real guest experience.
Combining these activities with review of processes and policies allows a picture of the reality of your business operations to be created.​
shape
shape > service
sharpen what you have and innovate with new solutions
Defining the structure of your current and future service framework identifies where shaping needs to take place.
Reviewing your resources to agree what’s no longer required, what’s OK and what's already great, helps to decide what needs to be re-shaped and where new opportunities exist, in order to create an engaged working environment that delivers an exceptional guest experience.
energise
energise > people
inject energy and purpose to boost confidence and increase commitment
Individuals have a unique personal perspective that influences their behaviour in the workplace. Understanding, acknowledging and working within these perspectives is the key to driving real change. This approach also creates meaningful connections between individuals, teams, the organisation and ultimately their guests.
Supporting employees to recognise the importance of their contribution and seek learning opportunities to meet their needs, will create curiosity and individuals who want to continually develop their knowledge and skills, bringing future benefit to themselves, the industry and their workplace. Providing individual tailored development activities and resources at just the right time and place, will achieve this.​