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FOH Training has been an invaluable support to developments at Stoke Rochford Hall over the past 3 years. Having known Sarah from our time working together at Corus Hotels, there was only one person for me to turn to when we needed support to help our drive to make Stoke Rochford Hall a customer focused hospitality business, with the guest truly at the heart of everything we do.
Sarah has brought her immense knowledge, professionalism and experience to support the business through recruiting, training and developing a new team in our Reception & Reservations areas, whilst also supporting our leadership development programme for supervisors & managers in all departments. Sarah has very much become one of our team and fully embraced the vision, values and goals of the business.
- Barry Clark, General Manager & Chief Officer, Stoke Rochford Management Ltd
Jen predominately worked with my front of house manager, reviewing our PMS and making suggestions as to commercial processes we can implement to better utilise the data within the system. She also did some work on our sales and conference and event office, reviewing existing processes and making recommendations as to how to better use our PMS system to, in essence, make lives easier and ultimately freeing them up for more proactive sales.
Jen worked with us on distribution best practice, coaching my team in how to get the best out of online travel agents, consortiums and third parties. We found Jen’s depth of knowledge in respect to revenue management and rooms distribution really beneficial and my team got a lot from it. I would highly recommend Jen to anyone who wants to implement a revenue management culture, improve their commercial processes and procedures, review systems and their functionality and to anyone who needs either hands on support or training in revenue management, inventory management and distribution.
- Anthony Cox, General Manager
I have worked with Jen in various capacities over the last few years and she has always proven to be a dedicated Revenue Manager, passionate and knowledgeable in her field. She is adaptable and able to offer relevant working solutions to commercial challenges, implement commercial processes and work with individuals and teams alike to improve commercial culture and offer support in improving rooms, golf, spa and C& E sales revenues.
Jen has demonstrated that she is able to work with a diverse range of Hotels and all their individual needs, quickly making appropriate recommendations. Mostly recently Jen has supported me with bringing reservations in house it was outsourced to a third party, this included working with the appointed reservation manager to set up the system to support this change and all the processes associated with having in house reservations and setting up all relevant distribution channels. I would be happy to recommend Jen as someone who can make a very positive difference.
- Ronnie Orr, Resort Director
I brought Jo and Sarah in to project manage the installation of a new PMS system throughout all the venues on the Cowdray Estate. This involved effectively setting up a CRS for my Central Sales team selling 5 very individual venues, an online ticketing portal and bespoke online booking system for our new Therapy Rooms. All in all, a very complex affair; however, with the help and support of Smart Revenue the whole process was relatively painless and extremely successful.
Throughout the project, both Jo and Sarah supported, trained and motivated the team. They were exceptional in their approach to the task in hand; from configuring the system to developing and writing SOPs, to maximising the utilisation of the system with bespoke Management Information reports.
I have retained their services on a monthly basis as I not only value their input, but take comfort in knowing that they are on hand as and when extra support is needed. I would have absolutely no hesitation in recommending them both.
- Gary Ockwell – General Manager, Cowdray House and Events Cowdray
I worked with Sarah during the Corus Hotels and Folio Hotels times. Sarah was one of the key trainers in the group and helped and trained my team members to be more effective and therefore productive. The most impressive training was “The Sales Conversation” Workshop.
After leaving the above groups I worked with Sarah to bring her expertise into my new hotels, to the front office team members. It was a great pleasure working with you Sarah. I am looking forward to the next project..
- Ergul Sahin, General Manager, Spread Eagle
I first met Jo when working on a project installing Rezlynx Property Management System with Advanced Conference and Banqueting. She immediately came across as a passionate, engaging and extremely knowledgeable professional who was able to assimilate our system whilst applying it to the clients were working with. I am constantly amazed by her drive and determination to get the very best results for her clients, and her care and attention to detail is really inspiring. I cannot recommend Jo highly enough, and hope to work on lots more projects with her in the future!
- Susannah Brook, System Trainer at Guestline
Pebble Hotels have used Sarah on many occasions as both a trainer to design and deliver several in-house training programmes and also as a consultant to review and implement procedures and coach new and existing team members.
Sarah is incredibly knowledgeable and experienced within her field and conveys this with a great amount of passion. During the time that she has worked with Pebble, she has become “one of the team” due to her positive, willing and approachable nature. Sarah is one of the most likable, reliable and conscientious trainers/ consultants I know and delivers training to the highest standard, making sure that she gets the message across each and every time.
- Ziya Akgüneyli, Managing Director, Pebble Hotels
Sarah and Jo provided training to the staff at our hotel over the course of two days. The training was enjoyable, well received and most importantly relevant to the duties and tasks of those who attended. I look forward to working with them both again in the future and can definitely recommend their services.
- Christopher Pass, General Manager, Sloane Square Hotel
Sarah has had a positive impact on developing our staff skills and increasing their confidence.
She designed a bespoke Development Programme for the Reception and Reservations team at Tregenna Castle, incorporating workshops and one to one coaching in enquiry handling and customer service. This enabled us to increase enquiry conversion for room sales, which was reflected in the team’s mystery shopper scores throughout the year.
Sarah has a warm and engaging personality with the knack of making training sessions fun while ensuring that each staff member receives the personal training they require. She always delivers what she promises and I look forward to a continued relationship with her.
- Mel Moser, Revenue Manager, Tregenna Castle, St Ives
This is the second time that I have used FOH Training, and again I was impressed with their level of understanding and professionalism. I have no hesitation in recommending this consultancy.
- Mel Moser, Accommodation Revenue Manager, St Austell Brewery
I have and continue to use Sarah as one of our external training consultants at Cowley Manor, and have found her training sessions to be highly valuable in our business. Sarah is always professional, pays attention to our requirements and matches her wealth of knowledge in her subject areas to the needs of our business. I would have no hesitation in recommending Sarah to others and will happily continue to use her service.”
- Elliott Wakefield, General Manager, Cowley Manor
Since she left full-time employment with Corus Hotels in 2006, we have continued our relationship with Sarah using her as a training consultant. She has delivered group training and one to one coaching to all levels of our Reception, Reservations and Meetings and Events teams.
Her extensive experience and knowledge in this area enables her to relate well to her delegates and inspire them. Sarah’s passion for developing people in our industry always comes across in her training and coaching sessions which are always interactive and enjoyable. Being a very diligent and professional individual, she consistently ensures that the content is fresh, relevant and tailored to the individual’s needs.
Sarah has also provided our company Mystery Shopper feedback over the last few years which has been an invaluable way of measuring our hotel’s customer service and sales focus. I would have no hesitation in recommending her services.
- Angela Fry, HR and Training Officer, Corus Hotels
Sarah has worked closely with us over the last 7 years developing our front office and reservations team. Sarah’s in- depth knowledge of the reservations system ensures we use the system it to its full potential and are kept up-to-date with any developments with the system that could benefit our business.
Through the use of feedback through mystery calls and interactive group training sessions Sarah has helped us build a team that are confident with handling all reservation enquiries, have a high level of customer care and knowledge to maximise sales.
- Sharon Webb, Owner, St Ives Hotel
Over the last 12 months, Jo and her organisation have been helping us at “The Coaching Inn Group”, to increase our bedroom revenue through a combination of analysis, content building and then training & delivery. We have had excellent results.
In addition, we have been helped in the recruitment of a full time Revenue Manager, which has led to the setup of our central reservation office. This would have been so much harder without the experienced help we received. I fully recommend Jo and her team.
- Kevin Charity, Managing Director, Coaching Inn Group
It has been a pleasure to have project managed the implementation of Cowdray Estate’s hospitality software. Our initial introduction to Gary Ockwell and his team at Cowdray was via Jo Woods & Sarah Brickwood.
The project has been challenging at times as the software is bespoke to Cowdray. With both Jo and Sarah’s in-depth knowledge of the Estate, we were able to develop and adapt our software to meet the exact requirements of their business.
After a 3- month project spanning the consultation, planning, training and installation, the three companies have achieved a clear plan forward for the Estate. This has been achieved through knowledge and guidance from Jo and Sarah, Guestline’s ability to adapt our products to meet the customer’s needs and Gary and his team’s acceptance to change and swift adoption of the systems.
Jo and Sarah have been fundamental in not only building the relationship between the three companies, but ensuring the communication, training needs and the completion of the project has been achieved.
Guestline look forward to a long standing relationship with Gary and the team at The Cowdray Estate. We also envisage, with a combination of hospitality and technology knowledge from all parties, a long standing partnership with Jo and Sarah to achieve the desired goal for Cowdray and similar companies.
- Matthew Ward, Project Manager, Guestline