CX + Culture & Employee Experience

Employees give and get the 5-star treatment when they’re empowered.


Meliá Hotels International, one of the world’s largest international hoteliers, engaged us to establish a service culture strategy that would transform nine of its global brands. Our client needed a solution that aligned the service cultures of each property yet embraced the uniqueness of each brand.



We applied our Customer Experience design framework, which involved multiple stages of stakeholder and guest interviews, on-site observations, co-creation and focus group sessions. The process identified opportunities to manage challenges and capitalize on brand strengths.  A strategic roadmap was developed and guided the creation of 10 uniquely-designed service culture playbooks, training curricula and materials as well as employee training facilitation for three regions (Europe, South America, Asia) with 400+ associates at 15 hotels. Train the trainer programs reached an additional 8,000 associates at other Melia locations around the globe



Our work has been incredibly well received by associates across the organization: 96% of attendees said they know how to immediately apply what they learned on the job, that their time in the workshop was well spent and that they would recommend the training to their colleagues.