Please send us your comments about the services we provide as well as any suggestions you have.
Muhammad Irfan Hussain, Director of Training, Dallah Taibah Hotel, Madinah, Saudi Arabia
My name is Muhammad Irfan Hussain and I am the Trainer of Heart-Based Hospitality at the Dallah Taibah Hotel, Madinah, Saudi Arabia. Peter McAlpine, who created Heart-Based Hospitality, trained our staff back in 2014 and provided guidance on how to develop Heart-Based Hospitality throughout the hotel. The result is that the hotel won a World’s Best Luxury Hotel award for five consecutive years (2015, 2016, 2017, 2018, 2019, 2020) until the Covid-19 virus affected the country’s hotel business. The Dallah Taibah Hotel has also been nominated for the 2021 award. Heart-Based Hospitality has changed the spirit of hospitality so much since the beginning and increased our revenue and reputation very noticeably. I recommend it very highly.
Denis Thouvard, Dusit Thani Laguna Phuket, 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.
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.
Arun Puri, Owner of The Raj Palace, Jaipur, India. World’s Leading Heritage Hotel, World Travel Awards, 2007 – 2013
“… 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 at the World Travel Awards, which it won for 7 years in a row.)
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. …”
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!
Denis Thouvard, General Manager, Centara Grande Beach Resort Samui, Thailand
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 for 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.