Case Study

Brief

Create a set of operational assets for the new, dynamic restaurant and bar, in keeping with the DNA and personality of the brand, whilst weaving in the overall service hallmarks of Kimpton Hotels. Handing over tools that work ‘at a glance’ for the visual learners, as well as a set with greater detail but are easily navigated, was a priority.

SOLUTION

We built a framework of technical steps for the team to follow ‘the necessary service touchpoints’ and then coached them to bring their own style of delivery and engagement to the guests experience.

We also designed a set of crafted moments that reflected the character of the brand and the culture of the team, these included our tableside carving, social hour ‘with compliments’ moments, drinks tray curations and chef to table activation.

The result was a slick, proactive and highly personable guest service experience, pitched at the right level for the individual needs and expectations of each guest.