Projects that inspire

Founder, Nora Douds, was lead facilitator at the Hastings Hotels Annual Management Conference in February 2024 to the audience of 105 hotel managers. Innovation in hospitality was the core theme, and the subsequent spin out innovation groups continue to implement new and improved ways of working, aligned to the company ambition.

To support their journey of change, the Cassidy Hospitality Group engaged us to develop and deliver the 'Innovate and Inspire Hospitality Manager's Training Programme'. The impressive results have included increased profitability of 11% across the group, customer satisfaction rates increase of 3.3% and a more proactive, strategically focused and confident management team…. Read More

Developing and ongoing delivery of the 'Elevate and Enhance the CX Leadership Programme' to 32 hotel managers to transform the customer experience across a portfolio of five hotels, over 12 months. Initial results include an impressive 3% increase in customer satisfaction scores, more proactive communication and complaint management and increased confidence.

Since 2022 we have provided coaching and training services to Katie Jackson and her motivated and enthusiastic team at Regency House focusing on working as a high performance team, to enable the consistent delivery of exceptional guest experiences..

As a long term partners of Hastings Hotels, support provided has included the development of a strategic workforce plan to improve recruitment, onboarding, and retention by enhancing the employee experience, restructure of the People and Culture team and ongoing tiered support to the senior leadership team, and to the hotel General and Department Managers to create innovative business improvement solutions.

Founder, Nora Douds, was a guest speaker at the CIPD NI Annual Conference in the World Café in June 2024. Nora spoke on the topics of how to ensure that line managers are trained and supported to provide reasonable adjustments to aid women’s health in the workplace. Find out more about her experience here.

We have worked with the management team at Millbrook Lodge for several years focusing on business development, sales and marketing strategy, financial management and improving the customer experience across hotel departments. Key outcomes have included increasing wedding sales by 30% 2022-24 and increasing customer satisfaction rates by 2.5%.

Over several years we have provided strategic and financial planning advice to this perfectly formed self-catering provider in Hillsborough. A post-COVID review of the business model increased revenues, while reducing the owners time spent in the business.

Subsequent to a large investment in their 29 bedrooms, we have worked with the Ivanhoe Hotel management team with their room revenue strategy, sales and marketing delivery and financial management, to support them to achieve business goals.

In January 2022 we had the pleasure of hosting the Hastings Hotels Housekeeper of the Year Competition. This fun, interactive learning day involved the Housekeeping Managers of the six hotels and their amazing housekeeping team members.

Since 2019 we have provided ongoing training to the Front Office Managers and teams of the six Hastings Hotels - focusing on understanding the customer experience and customer journey, improving communication, complaint management, operational improvements and utilising hospitality technology.

Since 2019, Nora has provided business mentoring, coaching and advice to over 50 micro and small businesses across various industries including hospitality, digital, retail and social enterprises through local council economic hub .