“I noticed that staff no longer see themselves from an individual department but embrace the fact that they all represent York Hotel. Communication has also improved across departments.

The most observable traits are the mutual respect and pleasantness that staff demonstrate to one another daily at hotel grounds, and especially when they have to deal with guest matters that require inter-department collaboration.

Another distinctive outcome from the workshop is also the increased confidence in the staff. When dealing with guests, they are now better listeners, more patient when analysing issues with patience and able to carry out tasks with more conviction and less hesitation.”