Case Study – Luxury Tour Operator

This company’s goal was to improve the professionalism of the service provided to their client base to match the quality of their product offering.

After identifying the key areas for change the first part of the strategy was to work with the senior management team to prepare them to implement the required changes. In doing so, coaching on an individual and team basis was introduced to improve their man management, vision setting and planning skills.

Subsequent coaching was then carried out with teams across all departments. This focussed on a variety of areas; handling change, raising expectations, improving sales skills, improving after sales care, staff development and succession planning.

A further review was then carried out to gauge the success of the changes implemented to date. Coaching was then undertaken with specific managers to ensure further development and smooth running of the operation once the coaching contract had finished.

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