Case Studies

Training

Hilton Perfect Serve & Customer Service Programme

 

This programme was created and delivered with the goal of helping Hilton UK & Europe raise the standards of F&B and bartending service across the region. Running over an 18 month period, we delivered an experience that focused on both practical skills and 'soft' interaction and communication skills. This highly successful programme delivered on multiple levels, resulting in a significant improvement in the Hilton F&B offering. Guest feedback was enhanced, staff confidence and 'happiness' raised and sales across the bar saw a massive 7% increase. 

TGI Fridays 'Rock the Bar'

 

This course was originally designed for the TGI bar teams, but as a result of it's phenomenal success, was subsequently tailored and delivered to the floor teams also. Designed as part of a re-energising of the TGI brand after some years in the doldrums, we were tasked with developing the bar team's guest interaction skills as a method of transforming the guest experience, making it more memorable. Accordingly, we created a course that focused on bartender-guest communication, linked to advance bartending skills, while transforming the bar team's perception of their roles. The immediate impact of the course saw a 16-point rise in guest satisfaction ratings, achieving an all-time high for TGI's at that time.

Diageo 360

 

After many years of Diageo offering Bar Skills training to the UK on-trade, they decided that their nationally recognised 360 training course needed rejuvenating and accordingly Paul was brought in to work on its redevelopment. A range of industry leading bar-skill modules covering beer, wine, spirit & mixer plus some basic level mixology were combined with a slection of service skills activities to create the new 360 offering. Paul was then responsible for a 6-month nationwide pilot programme and the subsequent up-skilling on the Diageo training team. Paul continues to work closely with Diageo on a number of projects.

 

Divan Advanced Mixology & Customer Service Programme

 

Subsequent to a $35 million refit, the Divan Hotel, Istanbul reopened the doors to it's 5-star hotel. As part of the 'rebirth' Paul was commissioned to create and deliver an advance level mixology & bar skills programme designed to raise the level of bar experience in line with the 'world-class' standard of the hotel. The programme covered advance level mixology, high-level communication & service techniques and a 'sales-through-service' approach. In addition Paul introduced a range of signature cocktails, advised on the compilation of the whisky collection and recruited and trained two candidates to take on the full-time roles of 'Bar Mentor'.

 

Coca Cola 'Make It Special'

 

The 'Make It Special' training programme was a long-term, 10-year training campaign, offered by Coca Cola that began in 2007. Paul was contracted to work on the initial course content development, to subsequently pilot the course and then deliver the finalised course from roll-out. Thereafter, Paul was responsible for training the full-time delivery team, and has been resposible for upadting and re-piloting new content as relevent industry developments have needed to be introduced.

Pitcher & Piano Cocktail Ambassador Programme

 

This major High Street bar chain already had an established reputation for serving  a good standard of cocktails. They were now seeking to raise those standards to a more advanced level. The programme was targetting the top 20% of their bar teams with a view to developing their skills to the required level. Paul was responsible for the creation and delivery of the course, which had a profound focus on classic and contemporary cocktails, signature drink creation and maintaining high service standards while 'under pressure'.

Molson Coors (Various)

 

Paul has worked with a number of the Molson Coors brands. He fronted the launch of Grolsch Blond in to the on-trade, including the delivery of masterclass sessions and hosting a brand training video. He has delivered various Keynote talks at Molson Coors conferences and ragional management meetings and also fronted the Grolsch Bitterballen campaign. In addition, Paul has delivered the keynote speech at 4 national conferences surrounding the launch of Magner's draught in to the UK and has presented 3 other branded training videos for their portfolio.