“Valuable support was provided with the complete reorganisation and restructuring of Key Locations when we moved to new premises. There was a complete review of the processes and practices in the business to evaluate our performance. This was followed by the implementation of new SOPs which have helped to streamline how we do business.”
Melanie was also able to assist in the recruitment and development of new team members, responsible for both venue sourcing and event management for our customers. Training in communication skills, customer service and sales techniques has ensured that everyone is operating effectively and professionally and ultimately converting more business”
Debbie Fredericks General Manager 12th June 2016
“Invaluable support over a fixed period of maternity cover, allowing the Sales Team to continue to drive sales and reach targets. It was also a critical time with the planned re-branding of the Café Royal in time for the 140 year anniversary. The ground work carried out enabled the new Director of Sales and Marketing to complete the new brand identity and plan the launch activities, soon after joining us.
The on-going training programmes for the Event Sales Teams and Reservations ensured a consistent approach by all team members and to keep them all motivated and perform more effectively.”
Elisabeth Barton Managing Director 12th June 2016
Camm & Hooper
"We have worked with Melanie for the past two years supporting and developing our Sales Team at Camm and Hooper. Melanie has undertaken classroom based group training and 1-2-1 coaching. More recently she has been involved in coaching and mentoring our Sales Team Manager who has been promoted from within the team and has also coached one of our Event Operations Managers focusing on her interpersonal skills and self-confidence.
"Melanie is particularly well prepared, she works diligently with my managers to ensure that the training courses are relevant, interactive, informative and successful. We measure her effectiveness by independently monitoring our teams' individual performance (BDRC) and can see significant improvement in their scores when we have asked Melanie to undertake coaching with individuals. I find her to be very professional and experienced. She can draw on a wealth of her own personal experiences and success in Sales Management and Training but often introduces new thinking to her courses through research to keep them relevant and fresh.
"She has successfully supported my sales teams in previous roles at both The Brewery and The Grove and I would have absolutely no hesitation in recommending Melanie. In fact, I have and I know she is working in at least two other businesses as a result."
Claire Lawson Managing Director 12th June 2016
Corinthia Hotel London
“Having worked with Melanie in a previous role, I knew that she would understand our business and would be able to deliver training with the right level of professionalism and communication skills required.
With a number of new starters in the events team, we needed to ensure that they all had the right skills to effectively handle our discerning event planners and ensure they would experience the same levels of customer service they would expect at the Corinthia. The sales training covered both the sales and planning team members in the events team.
Melanie’s style ensured that they all felt at ease and able to interact throughout the day. They have come away with new ideas, some core skills refreshed and ready to transfer those skills back into the workplace for increased success in their roles.
We also recommended Melanie to our Reservations Manager so that sales training could be extended to our reservation agents. This workshop allowed them to identify how to excel in their communications skills and feel confident to up sell to higher room categories and convert more calls into actual bookings.”
Laura Shimeld Head of Events, Corinthia Hotel London 13th October 2016
“Melanie was engaged to work with ITA Venues to develop a sales academy. This approach to continuous learning for team members across many different venues, including the central desk, has provided a series of learning modules plus coaching, allowing them to grow and develop within our business.
Melanie has a great deal of experience in the hospitality business and as UK Sales Training Manager for both Marriott and Hilton Hotels, had all the skills needed to put this programme together for us. She was quick to understand our needs and build a series of training workshops to allow us to gain consistency in our sales approach whilst still allowing individuals to adapt their style to how they look after clients. It was important to us that their sales skills are still as individual as the venues they represent and the unique requirements of each client. Then focus on understanding what’s important and how best to match the right solutions to the right client and convert and retain more business.
We see this as a continuous process of learning and development and look forward to the Melanie’s ongoing involvement and support.”
Gemma Plowright Head of Commercial Sales 12th June 2016
“Melanie has delivered some excellent training and comes across as being extremely confident and knowledgeable. It is always very apparent that she has had really good working experience in the hotel industry and applies it regularly to help support the team’s understanding. She is also very good at adapting the sessions to suit the individuals.
Melanie has worked with us for a number of years at Studio Venues, has always fitted in very well with the team and is very credible, due to her knowledge and experience. I also had the pleasure of working with her when I was Director of Sales at New Hall, Sutton Coldfield, which subsequently became part of Hand Picked Hotels, where she ran training and provided coaching sessions for a number of hotels in the group.”
Julian Kettleborough Commercial Director 12th June 2016
The Hotel Collection
“Melanie worked with The Hotel Collection to support the integration of 19 hotels (previously branded as Thistle) into the portfolio. As Sales Project Manager, Melanie worked with myself and the national sales team for a period of 12 months and provided excellent support to ensure clarity and continuity between the various stakeholders in both organisations and bring the two sales functions successfully together. She brought the expertise and tenacity which were needed and with her warm and collaborative approach, integrated seamlessly into our organisation.
Subsequently, we have utilised Melanie’s experience and expertise again, whereby she has carried out field accompaniment and one to one coaching to support a number of new hotel sales managers within the organisation.
I would have no hesitation in recommending Melanie to other organisations.”
Rosemarie Shill Sales & Marketing Director 12th June 2016
"The Goodwood Estate provides a number of unique and classic venues for meetings and events with an Event Team that cover all venues available to guests. Having identified a need to develop the teams in both sales and some of the key operational roles who are also involved in show rounds, we agreed the bespoke content and approach with Melanie and she was able to deliver some great training.
Melanie introduced a new planning process and following the training, the team were able to take their learning and develop the core processes and approach to delivering unique and experiential show rounds back in the business. This has allowed us to improve the consistent and professional level of service to our event customers and we expect to see the successful conversion of more bookings for the estate overall. We are asking Melanie to return again this year to deliver some more training for us."
Nathania Curtis Head of Estate Sales , Goodwood Estate. 13th October 2016