Defining branded customer service


The brief: To change the way we define service across the guest journey for each hotel brand, and define how it will be delivered across the frontline.


The solution: To discover the ideal guest experience then define and develop what global branded service looks like for each brand how how it will be delivered to frontline


The result: Branded service training delivered through the frontline enabling them to deliver distinct & consistent service across each touchpoint, ultimately changing the way branded service was defined across the guest journey.

Brands: IHG Branded Service Programme

Skills: Branding, Guest Experience, service design, training

Client-side project

Date: 2016-2018