“Looking back, getting to where we are today was not easy. Every change in the process and system was met with resistance and it took us time and effort to educate people and gather the buy-in. However, in the process, we got to see the resilience and adaptability of our people. This helped us identify team members who understood the need to raise standards, were willing to put in the hard work and had the capability to develop and cascade the service culture. Yes, there was sweat, blood and some tears, but the pride and bonding we gained through the building the organization together was immeasurable. Thank you Capelle, for coming alongside us, so glad to have found a partner in you!”

“I noticed that staff no longer see themselves from an individual department but embrace the fact that they all represent York Hotel. Communication has also improved across departments. The most observable traits are the mutual respect and pleasantness that staff demonstrate to one another daily at hotel grounds, and especially when they have to deal with guest matters that require inter-department collaboration. Another distinctive outcome from the workshop is also the increased confidence in the staff. When dealing with guests, they are now better listeners, more patient when analysing issues with patience and able to carry out tasks with more conviction and less hesitation.”

We are encouraged that the workshop has helped our managers and team leaders discover innovative ways to manage teams.