Company Profile

The soul of great service lies in behavior. "Service is not so much what we do but how we do it." Often service companies hire experience and train task - resulting in soulless, robotic service. Conversely most customers/guests will forgive a technical mistake but they will never forgive poor service behavior. Our proprietary process takes a unique approach to discovering the personal service motivators for each associate and refining how to best express them to create a professional, caring demeanor. We take this renewed understanding of service behavior and apply it to every step of service - all through the eyes of the guest/customer. This Experience Analysis is defined all the way down to the 'little things' and an entire service and training manual is constructed around this analysis. Trainers are identified and trained not just on service behavior and standard but also how to train it creating a living document and system that bypasses traditional communication filters and directly "serves the people who serve the guest" - rapidly impacting all points of service contact. This process effectively replaces scripted, robotic service with warm, caring, personalized service.

Toby was born in England, schooled in Scotland, and attended Middlebury College in Vermont.  He has successfully assisted numerous properties and businesses around the world achieve the highest possible service ratings/awards as judged by Mobil, AAA, HAPA, Condé Nast Traveler, Spa Finder, European Hospitality Awards, Travel & Leisure and The American Academy of Hospitality Sciences.

Client list, references and testimonials may be viewed on his website.