What Our Customers Have Said Since Our Beginning
Many hotels have used our Heart-Based Hospitality services to develop worthy mission and vision statements; to create a unified and meaningful direction in their hotels; to develop determination in their employees to achieve the vision together; and to develop the competencies, hospitality-related qualities, character, and leadership skills of their employees needed to create a Heart-Based Hospitality guest experience.
Location of Hotels
Peter McAlpine, the Trainer, has helped with the opening of 26 four-star and five-star hotels and resorts in China, Malaysia, the Maldives, Pakistan, the Seychelles, Sri Lanka, Thailand, and Vietnam, and assisted hotels over 32 years in 14 countries from China to Saudi Arabia.
TripAdvisor Comments and Feedback
The effectiveness and success of the workshops can be seen in the comments made by guests on www.tripadvisor.com, such as about: Furama Resort Danang, Fusion Maia DaNang, U Chiang Mai, U Inchantree Kanchanaburi, Dusit Thani Laguna Phuket, Diamonds Atharuga Maldives, and Diamonds Thudufushi Maldives, The Trisara in Phuket, Thailand, and several resorts in the Centara Hotels & Resorts hotel group, such as the Centara Ras Fushi Maldives, Centara Grande Mirage Pattaya, Centara Grand Island Maldives, Centara Grand Beach Resort Samui, and the Centara Grand Beach Resort Phuket, for example.
Hotel Awards
Over the years, many hotels have won accolades and awards within their country or internationally for the nature of their guest experience. This includes the much sought-after World Travel Awards up to the level of World’s Leading Hotel. Please refer to the Hotel Awards page.
Revenue
Commonly, General Managers comment about the increase in hotel occupancy, and repeat-business, and revenue, which they attribute to Heart-Based Hospitality being introduced in their hotel.
Comments by Some General Managers
Rarely, do we ask for written references, but here are a few:
1. Denis Thouvard, General Manager, Centara Grande Beach Resort Samui
“Being new in this hotel, the first thing I noticed was the lack of engagement of our staff with the guests. I needed to address this rapidly and called Peter McAlpine for help. He spent 2 weeks at the resort, teaching on how to soften our hearts and change energy so that we could create memorable experiences to guests and understand better their unspoken needs and expectations.
And it works! An audit on the subject took place a week after his departure, we scored a massive additional number of points compared to the previous score. The spirit has changed tremendously. Engaging with guests throughout the resort has now become part of our culture and mission.”
2. Denis Thouvard, Dusit Thani Laguna Phuket, Former General Manager, Phuket, Thailand
“The Guest Heart-Based Hospitality program was introduced by Peter Mc Alpine at the Centara Grand Beach Resort Phuket in 2010 and rolled out for the following 3 years. The principles taught by Peter were instrumental in softening the heart of the resort Management and Staff creating a working environment based on loving kindness and heart-warming care. The positive energy infused by these principles had dramatic effects raising the total satisfaction of the guests by creating exceptionally warm and memorable guest experiences in the resort. Based on this unparalleled success, we introduced this program at The Dusit Thani Laguna Phuket which I believe helped in securing the prestigious World Travel Award in 2014.
3. Michelle Ford, General Manager, Fusion Maia Da Nang, Vietnam
“There are 2 key factors in our belief that the next level of hospitality is beyond service and standards. Firstly, the well-travelled have experienced the best of everything already, and are seeking new experiences not just defined by higher luxury levels. Secondly, our society starts to lack genuine connection due to social media and other factors. So our focus is on the “feeling” we create in our resorts and we have worked with Peter to customize our mindful leadership practices and heart-based hospitality within our team to be able to deliver the next level of hospitality to guests, where the energy and mindfulness we create in the resort, is of equal importance to facilities, services and standards and just like these are continuously monitored and improved, so too do we focus on enhancing our “feeling” continuously.”
4. Voytek Klasicki, Area General Manager of the Centara Resorts in the Maldives
“My overall comments about the Training Seminars at Centara Grand Maldives and Centara Rus Fushi (at both of our Centara properties) in February 2013 – the courses and workshops presented by Peter in the Maldives are some of the most useful courses I have ever done or seen. I have attended several workshops and training seminars conducted by professional trainers and consultants over the past several years, it was one of the beautiful presented courses/modules. I would happily recommend the philosophy and the courses/contents to others who are working in Hospitality and Customer Services field. The Love & Caring philosophy explained in seminar is worthy to us and till today our staffs at Centara Grand Maldives are following such traits and showing in their professional actions which one of the great impact after this training. Peter is great trainer, very professional individual. Your presence on the island brought warmth to our hearts. Thank you very much for bringing out the best in us. You are the best!”
5. José Pereira, General Manager, Diamonds Thudufushi Beach and Water Villas Maldives
“… there is a noticeable difference in team members performance and the guests have already started to comment as excellent or amazing service. I have talked to few travel guides who practically visit every month to stay with a group and they have come to me saying that there is a magical change in the team members’ attitude. …”
6. Arun Puri, Owner of The Raj Palace, Jaipur, India. World’s Leading Heritage Hotel, World Travel Awards, 2007 – 2011
“… there is a noticeable difference in team members performance and the guests have already started to comment as excellent or amazing service. I have talked to few travel guides who practically visit every month to stay with a group and they have come to me saying that there is a magical change in the team members attitude. I think you have done a good beginning and I am sure that you will make The Raj Palace the best Palace experience in Asia.”
(Note: Within less than 2 years The Raj Palace won a “World’s Leading Hotel” award, which it won for 4 years in a row.)
7. Anthony Lark, General Manager, The Trisara, Phuket, Thailand. Voted “Best Resort in the World
“I am delighted to provide this reference and recommend Peter McAlpine to you. I have known Peter for many years, initially at Amanpuri, where he did numerous courses and helped us in the training field over the 12 years I was General Manager there.
Upon commencing development work on Trisara, I wanted to bring into the property an entirely different culture, one where human skills were initially more important than experience, and turned to Peter to help me drive this.
We engaged Peter to build our pre-opening recruitment, training and manning guides, and he joined us prior to our 250 fresh new staff arrived.
Peter also had a great effect on our Management, as his calm “can do” approach helped them through this tough opening.
Peter performed brilliantly for us, and sadly we had to part after we opened and his job was done.
He leaves many friends at Trisara and I would never hesitate to engage his services again.”