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Heather Harris, Head of HR Operations at glh
Heather Harris, Head of HR Operations at glh

glh hotels had a requirement to design and deliver a 2 day training course targeted to our new starters in  front office to cover both customer service soft skills and how to use our front office system. Smart training did everything for us, from designing a bespoke programme for us to delivering the training on a fortnightly basis. We found Sarah and Jen to be engaging and knowledgeable throughout the whole process, listening carefully to our needs and taking on board feedback, they are perfectionists and ensure that the training is to the highest standard. We always receive positive feedback from delegates who find the training fun and informative. We would not hesitate to recommend Smart training they are a pleasure to work with.

Heather Harris, Head of HR Operations at glh

Sarah Prankerd, Director Sales & Marketing at Donnington Valley Group Ltd
Sarah Prankerd, Director Sales & Marketing at Donnington Valley Group Ltd

We really enjoyed our training with Rose.  We felt she was very informative with new sales strategies as well as guiding us to put new procedures in place in order to gain maximum results within appointment making, closing business and the sales guest journey.  Going out with Rose on appointments was also really helpful as she made me feel at ease, ensuring I was covering all bases and helping me to find ways of getting the client talking through buzz word requirements.

Sarah Prankerd, Director Sales & Marketing at Donnington Valley Group Ltd

Kat Winfield, Venue Manager at BMA House
Kat Winfield, Venue Manager at BMA House

I contacted the Smart Training Group as I was looking for some personal small one to one and small group training around the revenue sector. I was really impressed with how STG made sure they understood my brief and allocated Rose to me as my guru. Rose spent time with me on the phone before I even committed so she could ensure she fully understood my business and what my needs for training were. Not only did Rose help train me in the areas I requested she also gave me great ideas to implement in my business which is a great benefit when picking the ideal training partner. I would not hesitate to use STG again.

Kat Winfield, Venue Manager at BMA House

Kim Cavilla, Chief Operating Office at Venues and Events International
Kim Cavilla, Chief Operating Office at Venues and Events International

On a recommendation, we contacted The Smart Training Company to help us improve our enquiry handling standard of excellence and take it up a notch. We recognised that a vast proportion of enquiries were now coming by email or via our website rather than by telephone.  Rose phoned me and then met with me and the team and took the time to understand our business and processes so that the training she put together was bespoke and completely relevant and engaging. We both agreed it was vital to ensure the customer enquiry journey was a personal one at every stage in addition to achieving their individual needs.

We’ve had super feedback from the team, the training has gone down a storm. We’ve seen a big difference, it’s been amazing!

Kim Cavilla, Chief Operating Office at Venues and Events International

Kate Wain, Sales Development Manager at The Pitt Building
Kate Wain, Sales Development Manager at The Pitt Building

Rose has helped the Events Team enormously. Her vast knowledge of the industry, together with her energy, enthusiasm and tailored training programme have helped us to steer our business in a new and more successful direction.  As a result of our Revenue Management training we now have more enquiries coming in, business on the books is up and as a team we now have a clear idea of what our aims should be. Rose doesn’t just deliver training programmes and leaves you to get on with it, her aftercare support and advice has been exceptional.  We will continue to draw on Rose’s expertise and without a doubt, she comes highly recommended

Kate Wain, Sales Development Manager at The Pitt Building

Helen Arundel-Coles, Director of Sales & Marketing at Hard Rock Hotel London
Helen Arundel-Coles, Director of Sales & Marketing at Hard Rock Hotel London

We’ve had the pleasure of working with Rose & Jo at The Hard Rock Hotel and The Tower. Jo did some fantastic work with the Groups Team on personality profiling which the team are finding really interesting in their day to day environment. Rose worked with the team and became one of our Rockstars and  delivered excellent bespoke training to the teams.

Helen Arundel-Coles, Director of Sales & Marketing at Hard Rock Hotel London

Nicole Pearce, Events Office Manager at Donnington Valley Group Ltd
Nicole Pearce, Events Office Manager at Donnington Valley Group Ltd

Rose was not only knowledgeable in her area of expertise but very adaptable in making the training work for how we operate as a business. She offered great support and advice which the team will be able to put into practice on a day to day basis helping drive sales moving forward

Nicole Pearce, Events Office Manager at Donnington Valley Group Ltd

Sharon Webb, Owner at St Ives Hotel
Sharon Webb, Owner at St Ives Hotel

Sarah has worked closely with us over the last 9 years developing our front office and reservations team. Sarah’s in- depth knowledge of the reservations system ensures we use the system it to its full potential and are kept up-to-date with any developments with the system that could benefit our business.

Through the use of feedback through mystery calls and interactive group training sessions Sarah has helped us build a team that are confident with handling all reservation enquiries, have a high level of customer care and knowledge to maximise sales.

Sharon Webb, Owner at St Ives Hotel

Kevin Charity, Managing Director at Coaching Inn Group
Kevin Charity, Managing Director at Coaching Inn Group

Jo and her organisation have been helping us at “The Coaching Inn Group”, to increase our bedroom revenue through a combination of analysis, content building and then training & delivery. We have had excellent results.

In addition, we have been helped in the recruitment of a full time Revenue Manager, which has led to the setup of our central reservation office. This would have been so much harder without the experienced help we received. I fully recommend Jo and her team.

Kevin Charity, Managing Director at Coaching Inn Group

Emma Jenkins, HR Director at Vineyard Group
Emma Jenkins, HR Director at Vineyard Group

We have had the pleasure of working with Jo Woods and Sarah Brickwood to create a bespoke Front of House & Reservations Training Programme that has had a fantastic impact on the business…

…Jo and Sarah have been on hand to guide and advise on best practice, come up with creative ideas to keep the training interesting and interactive, keep us on track in terms of time, as well as really help us to drive the kind of “sticky training“ that you want in the business.  Their work ethic and commitment to achieving success with the development, roll out, on-going support and delivery of this course has led me to view them as an extension of my in- house team.

Working with these ladies has been an absolute pleasure and I really look forward to working with them in the future as we create and develop other training programmes that underpin our business and give our team to tools to grow, develop and flourish in their roles.

Emma Jenkins, HR Director at Vineyard Group

Katy Pasternakiewicz, Reception Manager at The Vineyard Hotel
Katy Pasternakiewicz, Reception Manager at The Vineyard Hotel

After 2 years of working alongside Jo Woods and Sarah Brickwood from The Smart Training Company, we have designed a very successful course to run alongside the training conducted within the hotel for the Standards of Excellence given to our team members at The Vineyard.

This innovative idea gives our team members 5 different techniques of being able to learn a complex 28 standards that are expected of them in their employment.

Not only are the courses run by Sarah and Jo with the hotel written ‘SOE’s’ detailed and precise, they are fun with activities led around the standards to ensure that all learning styles are being met. I believe that since this has been put into action the Vineyard Front of House team have bettered themselves and I feel very lucky to have worked on an amazing project with The Smart Training Company team.

Katy Pasternakiewicz, Reception Manager at The Vineyard Hotel

Fiona Creed, Operations Manager at Thornton Hall Hotel & Spa
Fiona Creed, Operations Manager at Thornton Hall Hotel & Spa

Working with Jenny has been fantastic, using her years of knowledge in the industry and as a trainer combined with our  processes and procedures to create workshops bespoke to us.  They are the perfect blend of fun, learning, and interaction.  The team have loved taking part and have enjoyed the opportunity to be away from the front line and real time spent investing in up-skilling them.  The change in the team has been instant with each of them putting their learning into practice literally on their next shift, we have seen an increase in engagement, new ideas flying at us left, right and center and some very healthy competition when creating the opportunities to enhance the guest experience and up-sell.

Fiona Creed, Operations Manager at Thornton Hall Hotel & Spa

Ziya Akgüneyli, Director at Pebble Hotels
Ziya Akgüneyli, Director at Pebble Hotels

Pebble Hotels have used Sarah on many occasions as both a trainer to design and deliver several in-house training programmes and also as a consultant to review and implement procedures and coach new and existing team members.

Sarah is incredibly knowledgeable and experienced within her field and conveys this with a great amount of passion. During the time that she has worked with Pebble, she has become one of the team due to her positive, willing and approachable nature. Sarah is one of the most likable, reliable and conscientious trainers/ consultants I know and delivers training to the highest standard, making sure that she gets the message across each and every time.

Ziya Akgüneyli, Director at Pebble Hotels

Angela Fry, HR & Training Officer at Corus Hotels
Angela Fry, HR & Training Officer at Corus Hotels

Since leaving full-time employment with Corus Hotels in 2006, we have continued our relationship with Sarah using her as a training consultant. She has delivered group training and one to one coaching to all levels of our Reception, Reservations and Meetings and Events teams.

Her extensive experience and knowledge in this area enables her to relate well to her delegates and inspire them. Sarah’s passion for developing people in our industry always comes across in her training and coaching sessions which are always interactive and enjoyable. Being a very diligent and professional individual, she consistently ensures that the content is fresh, relevant and tailored to the individual’s needs.

Sarah has also provided our company Mystery Shopper feedback over the last few years which has been an invaluable way of measuring our hotel’s customer service and sales focus. I would have no hesitation in recommending her services.

Angela Fry, HR & Training Officer at Corus Hotels

Matthew Ward, Project Manager at Guestline
Matthew Ward, Project Manager at Guestline

It has been a pleasure to have project managed the implementation of a private estate’s hospitality software.

The project has been challenging at times as the software is bespoke yet with both Jo and Sarah’s in-depth knowledge of the estate, we were able to develop and adapt our software to meet the exact requirements of their business.

After a 3- month project spanning the consultation, planning, training and installation, the three companies have achieved a clear plan forward. This has been achieved through knowledge and guidance from Jo and Sarah, Guestline’s ability to adapt our products to meet the customer’s needs and the GM and team’s acceptance to change and swift adoption of the systems.

Jo and Sarah have been fundamental in not only building the relationship between the three companies, but ensuring the communication, training needs and the completion of the project has been achieved.

We envisage, with a combination of hospitality and technology knowledge from all parties, a long- standing partnership with Jo and Sarah to achieve the desired goal for this and similar companies.

Matthew Ward, Project Manager at Guestline

Martina Sedlakova, Reception Manager at Sundial Group
Martina Sedlakova, Reception Manager at Sundial Group

We have used Sarah Brickwood for a number of training sessions for our front of house, reservations and sales teams over the last few years. She is very professional and knowledgeable and I find it very helpful that she has many years of experience in the Hospitality Industry.

The training sessions have great content and are very much relevant to what we aim to get out of these courses.

Sarah makes it very informative and fun and the staff come out feeling more confident in dealing with certain situations and in their day to day roles. The training outcomes have benefited both profitability of the business and levels of staff motivation.

I would highly recommend Sarah and look forward to organising more training in near future.

Martina Sedlakova, Reception Manager at Sundial Group