De Vere Theobalds Estate

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Since partnering with People 1st to train its staff in the art of customer service, De Vere Theobalds Estate has enjoyed a 3.1% increase in guest satisfaction ratings, plus increased revenues.

The issue

Theobalds Estate, part of the prestigious De Vere hotels group, boasts 140 bedrooms, 40 function rooms, and over 120 employees. While the hotel traditionally has a good reputation for customer service, its new general manager, Nathan White, felt it could be improved further. In particular, he wanted to enhance the team’s performance around service recovery and consistency.

The solution – WorldHost®

Nathan had already seen first-hand the positive impact of People 1st’s WorldHost training – a suite of programmes that give staff the skills and knowledge to deliver customer excellence – in his previous role managing the largest Holiday Inn in Europe.

Nathan has now trained as a licensed WorldHost trainer by going through one of People 1st’s WorldHost Train the Facilitator programmes. He has been able to deliver WorldHost training to 100 Theobalds Estate staff - including front-of-house, heart-of-house and support staff such as HR, accounts and sales.

The impact

In the three months following the WorldHost training, average guest satisfaction scores at Theobalds Estate rose to 77.6%, up from the 74.5% benchmark Nathan took before starting the training. These scores were calculated using a number of proven metrics, including reviewpro, which monitors guest ratings from all social media sites, including Tripadvisor.

The hotel has also seen an increase in revenues, which Nathan attributes in part to the improved customer experience.

Finally, the Theobalds Estate team were proud to become the first De Vere hotel to be awarded WorldHost Recognised Business status – joining over 1,800 businesses nationwide that have shown commitment to excellent customer care by training more than 50% of their workforce.

This achievement was celebrated at a Visit Hertfordshire event, where Nathan was presented with his WorldHost certificate and plaque by Lady Penelope Cobham CBE, Chair of Visit England.

WorldHost® is a registered trademark of go2 Tourism HR Society. Used under license.

De Vere Theobalds Estate

What the client says:

"I’m delighted with the sustainable increase in customer experience scores and revenues the WorldHost programmes have helped to deliver, and I’m confident that they will continue to drive results now that the foundation has been laid for customer service. I would not hesitate to work with People 1st again.”

Nathan White, General Manager, De Vere Theobalds Estate

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