Case Studies
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The Brehon Case Study
Discover
The Brehon hotel is part of the Gleneagle Group of companies. The Brehon hotel and spa set in an exquisite location in the South West of Ireland, offers a unique experience with caring and efficient staff. The hotel is aimed at the corporate conference, commercial and leisure market that should provide a young, affluent client base. Newly built and opened, the management team needed to orientate multi cultural staff to the brand and what it meant in terms of customer service delivery.
Debate
The debate centred around how to recreate the story of The Brehon and communicating that story to employees in a unique and engaging way. It was important that employees understood what that meant for them in terms of behaviour towards each other and towards the delivery of The Brehon customer experience.
Design
The People Skills Business designed an event that was suitable for all levels of staff, catered to a multi-cultural audience and was engaging. We created The Brehon Way Experience. The design centred around all aspects of the brand and included a combination of discovery exercises and group work. The learning environment was created to stimulate the senses thus increasing learning capacity.
Delivery
Design and delivery of The Brehon Way Experience was completed within 8 weeks. The project was managed and facilitated by The People Skills Business in partnership with Senior Management and included a management engagement session, programme roll out, communication and measurement. A management event was held to build management committment to the brand and help them to identify what they needed to do to lead The Brehon Way. This was followed by all staff attending The Brehon Way Experience.
Debrief
Following the event, notable results included staff telling stories to the customers about The Brehon and how the brand was created. Success was measured through customer feedback on their experience in the Hotel and discussed in department and management meetings. The Brehon Way Experience now forms part of the new starter orientation programme and is also linked to Ireland's Best, a government quality initiative.