Embedding Brand Transformation for Leading Hospitality Group

The organisation operates across multiple brands and markets, but employee understanding of the brand was not consistent across the estate.

The key challenge was creating one shared brand language + observable service behaviours that work for all on-property roles, while improving guest experience and maintaining the unique benefits of each brand and property.

Designed the employee brand playbook and brand immersion workshop.

Built a scalable rollout model with flexible delivery options: TTT, EUT, and hybrid, tailored to property readiness and constraints. Available in multiple languages.

Produced property-ready facilitator materials and workshop assets so teams can run sessions locally.