Creating The Conditions for Success
The 2Be2Serve WayHaving built and sold a successful exclusive-use hotel myself, I understand what it’s like to carry that weight. I now work with hotel owners to unlock performance improvements—not through cookie-cutter solutions, but by helping them create the conditions where their team and business can truly thrive.
My Services
The purpose of every hospitality business is to deliver exceptional guest experiences profitably.
My services guide and assist leadership and management teams to create the right conditions for amazing work cultures to emerge that inspire employees throughout the business to use all of their talent, skills, passion, energy and joy to deliver exceptional guest experiences so that your guests deliver the financial returns your business requires.
Everything starts with the employees.
CultureWork
Every business has a culture that determines the customer and employee experiences. The culture is the result of the underlying conditions in the business. My approach, Culturework, educates and facilitates the changes required to create new conditions for the right culture to emerge.
Working with and through the people in the organisation, I help create conditions that lead to the highest levels of participation and the best contributions from all employees.
By creating the right conditions, work becomes a worthwhile experience for every employee who, in turn, are empowered to deliver extraordinary levels of customer service.
Platform Technology
Platform Technology provides a robust framework for business leaders to unleash their organisation’s creative and innovative forces while keeping a firm grasp on the direction and speed of advancement.
The essential building blocks are Leadership, Vision, Guiding Principles, Hierarchy of process, Platform Design, MIcroTeams™ and the organisational Social Contract.
Working with and through people, I help you design your platform to be relevant and appropriate for your business’s growth stage and achieve your business goals.
The most successful platforms capture your business’s uniqueness.
Communications
Understanding the building blocks of communication enables leaders and managers to fully engage their teams so that they participate fully and contribute their best. This leads to extraordinary growth and innovation, driving engagement, profit and ROIC to remarkable levels.
Working with and through your people I help build new structures of communication that go beyond just conveying information—They create connection on a deeper level, breaking down barriers, and inspiring action. Your language and how you use it are the keys to building robust, sustainable businesses. But there is more to communication than what and how we say things.
What Does Success Look Like
Whenever I work with a client organisation, it is important to identify what success would look like for them. Every client’s situation is different. Here are some of the common outcomes from my work. I bring the missing ingredient that releases the full potential stored within your organisation.
The use of technology will continue to increase in hospitality as it will across all industry sectors, and hospitality is more sensitive than any other sector to the way technology changes the guest experience.
In hospitality, the guest experience is the most delicate element of the business.
Whilst it can be uplifted by the smallest act of care and attention, it can equally be destroyed by the tiniest moment of indifference. At any moment in the guest experience, the behaviour and interaction between the guest and the member of staff can make or break your business’s reputation.
Creating conditions so that every member of staff participates fully, makes their best contribution, and is fully engaged in delivering the business vision is the most important element for leaders and managers to comprehend. I call it The Natural Law of People
I help you create the right conditions.
Managing Change
Leaders and managers must develop a transformative and positive mindset to thrive in the current economic environment. That means reducing the destructive or disruptive forces and increasing the creative and innovative influences throughout a business.
My work aligns the efforts and focus of every individual on contributing to the business goals so that the leadership and management can focus on guiding the business forwards without distractions or disruptions.
PURPOSE Led businesses
I look at your whole organisation and support you and your team in aligning all of the moving parts to deliver exceptional customer experiences that create amazingly profitable businesses. Your business has to be the best expression of your Purpose, Vision and Values combined with people in the right roles.
LEADERSHIP Development
Leaders develop or emerge; they are not rare mystical creatures. The difference between poor, good, and great leaders is their ability to communicate, engage, influence and develop their people to be the best versions of themselves in service of the business goals. The role of leadership in any enterprise is to create, sustain, and nurture an environment where every person within the enterprise can apply all of their knowledge, talent, skills, energy, and passion to participate fully in and contribute to the vision of the business.
I help leadership and management teams develop the right conditions so that all of their employees participate fully and contribute their best to the business. I help you have The Natural Law of People thrive in your business
people serving people
How your customers experience your business, your products and services is by your design. The path or customer journey that you design will ensure that your customers will never be confused and your team will always know what to do next.
I help leaders, managers and teams to successfully coordinate all of the thousands of moving parts in your business to work in perfect harmony and deliver consistently high standards or customer service.
Influence BEHAVIOUR
The behaviour of every organisation’s officers and employees determines whether the business will thrive, get by, or simply survive. The ultimate goal is to deliver exceptional and consistent standards across all areas of business.
My work helps leaders and managers learn how to work with their teams to develop behaviours that will ensure the business thrives and that everyone in it will experience their work as worthwhile allowing you to focus on growing the business.
build COMMUNITY
At 2be2serve I am building a community of like-minded hospitality business owners and professionals with good business ideas. To get the quickest direct access to me you can either join my Private Facebook Group or my LinkedIn Group. I respond to any posts very quickly.
A Need For Change
The Numbers Don’t Lie
In the UK a mere 10% (11%)* of employees are engaged, 74% (68%)* are not engaged and a staggering 16% (21%)* are actively disengaged, compare that to the global figures displayed. As the business world moves towards an ever-increasing number of SME businesses, the ability to motivate, inspire and engage the workforce fully becomes more and more critical. Clean Leadership is the key to a fully engaged workforce that participates fully and makes heir bst contrinution.
Source: State of the Global Workplace, 2024 Gallup, Inc
Source*: State of the Global Workplace, 2017 Gallup, Inc*
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Not Engaged
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Actively Dissengaged
Get In Touch
When I ran my hotel, asking for help felt awkward. Did it mean I was not good enough? When I did, it was a revelation because Dermot, my coach, opened my eyes to new possibilities and how I could use my skills and knowledge to the best effect. Asking for help is not a sign of weakness but courage. Take the courageous step – let’s talk.
My challenge was my hesitation and uncertainty. Developing my character, understanding how to work with people, managing personal relationships with business relationships enabled me to develop a team member from a £30k to £90k salary in five years. You made me believe if I create the right conditions, I get the results.