human experience consulting
Your people are the key
to your success
my approach
Guest Experience is the cornerstone of the hospitality business.
In reality your first clients are also your colleagues. They have the potential to be your best company ambassadors. They are the primary point of contact which creates the most emotion, loyalty and value.
That is my belief. That is my passion. That is where my expertise lies.
That is what I would like to share with you.
Who am I?
Dedicated to these core values – altruism, sharing, ethics, environment and biodiversity protection – I remain pragmatic, detail oriented and dedicated to success.
My areas of expertise
- Luxury Hotels – 13 years
- Health & Wellness – 7 years
- The Cruise Industry – 2 years
Investing in developing and coaching your people is key to creating a unique service culture and an authentic and enriching Guest Experience.
This strong belief has driven me over the past 20 years and now I would like to put my expertise and my passion at your service.
I have built my international operational, managerial, leadership and project expertise in 3 key areas:
Luxury Hotels
- Boutique Hotel
Hyatt Regency Paris Madeleine
Paris - Business, Diplomatic and Meetings, Incentives, Conferencing, Exhibitions (MICE) Hotels
InterContinental
Paris, Geneva and Melbourne - Leisure Hotels
InterContinental
French Polynesia and Mauritius - Urban Resort
La Réserve
Geneva
Health & Wellness
- VieLife
Wellness and Performance assessments and optimization for world-class athletes and corporate management teams
London and Paris - Clinique Générale-Beaulieu
Private clinic
Swiss Medical Network Member
Geneva
The Cruise Industry
- Quality audits onboard ships and action plans to improve Guest Experience
- Ship operations management both onboard and remotely
- Products and Services definition and implementation
- Cross functional project management through teamwork across all departments
MSC Cruises Geneva (Headquarters)
How can I help you?
I offer a bespoke service designed to support you managing projects in the following areas:
Quality & Human Capital audit
- Mystery Guest to live the reality of your Guest Experience
- On the job team assessments
- Interviews with key colleagues
- Report delivery and presentations
- Action plans and implementation
Consulting & project management
- Concept definition and business plan creation
- Hotel, store and outlet pre-opening and opening
- Service standards definition and implementation
- Teams energization and optimization
- CSR strategy development
Values & vision (re)definition
- Interviews with management and key stakeholders
- Brainstorming and interdepartmental workshops
- Unifying values and vision propositions
- Presentations to management
- Delivery across your teams
Team training & coaching
- Needs definition with management
- Immersion in your corporate culture
- Specific and adapted module proposals
- Classroom and on the job training
- On-site and remote monitoring and guidance
Where is the added value for you?
My value-add is rooted in the method I have developed during my wide-ranging industry experience.
1
FULL IMMERSION
First of all I dive into the deep blue to fully understand your values, vision and strategy.
2
INTEGRATION
Then I slot into your own teams to better understand the current dynamics and to identify the pain points and key stakeholders in change management.
3
ACTION PLANNING & GUIDANCE
Finally I deliver an action plan and offer guidance to create a long-lasting positive culture shift – allowing you to remain or to become the leaders of today, tomorrow and beyond