Hospitality is all about looking after other people – and not just face-to-face. Throughout the relationship, across multiple locations and channels, business and private customers expect to be treated as important guests.

In an intensely competitive industry, where reputations are increasingly being formed online through customer reviews, our clients know they need to differentiate themselves through the excellence of their customer service and deep understanding of customer needs.

Success stories in hospitality

Sales through Service

A large global hotel group identified that their revenue was being impacted by the inability of their relationship managers to upsell and cross-sell their margin-critical additional services. These services were simply listed to customers, with no prioritization or link to their needs. Working closely with the hotel’s L&D team, we completely transformed these sales conversations. The relationship managers now uncover the reason for the customer visit and then suggest the services most likely to improve their experience. As a result of this, revenue, CSAT and people engagement scores have improved across the board.


Working with one of the UK’s best-loved brands, Imparta helped achieve customer service excellence in their most critical client-facing area – their front-of-house staff. For these teams we developed a comprehensive induction program to develop their conversation and customer service skills. The skills covered each customer touchpoint, with particular emphasis on enhancing customer experience at their key “moments of truth”: the interactions that most influence the customer’s perception of their guest experience. This project won the Customer Experience of the Year Award for the sector in the UK Customer Experience Awards.

Working with them as a partner was a pleasure. They spent so much time really understanding what we are trying to achieve in order to deliver a different and exceptional customer experience. We worked together to create a four-week induction program that was unique and specific to our needs. The feedback has been excellent, and the facilitators were first class. National Hospitality Manager, Hotel Group