Momentum - the newsletter of Claviga
Service...the differentiating factor

Javier Rosenberg is a General Manager with a difference. The hotel he manages, Raffles in Singapore , is a little different from other luxury properties. The discriminating factor is how he delivers the service element to his guests. “We aim for a service akin to a gentle breeze” says Javier.
Read more … click here

Just Rewards

Bibendum, one of the UK's largest wine importers and distributors, scoops the Special Award for Training and Development in the Sunday Times competition to find the Top 50 Small to Medium Companies to work for throughout the UK.
Read more... click here

Dear Editor
Change but not for change's sake!

I managed an 18-month process of change starting November 2002 when we made the commercial decision at the Institute of Directors to bring in-house our hospitality contract. This looks after nine function rooms, a 70-seater restaurant, 70-seater brasserie, wine bar, huge lounge operation and a café next door with a turnover of £4.5 million.

Potentially it could have been a nightmare but we managed a seamless transition helped by Claviga undertaking training of our function sales team, among other areas..

Ian Campbell
Director of Hospitality Services
Institute of Directors

For the full version of Ian's letter click here

A few of my favourite things..
Richard HodgsonRichard Bousfield, Claviga's Managing Consultant, shares some of his secrets

The best place I've ever trained
A difficult one … The Intercontinental Hong Kong because of the views; The Hilton Toronto because of the fantastic multi-cultural environment; and Scarman House at Warwick University because, apart from the fabulous conference facilities, they serve the best Banoffi Pie I've ever tasted…
The thing I love most about my job
The variety as no two workshops are ever the same … and the satisfaction from knowing I've helped people improve the way they work
Where I'd like to visit next
Sydney – one of my best mates has just moved over there
What I'd do if not doing my current job
Running a vineyard in France
My favourite movie
The Godfather
Best Read
Any of John Le Carre or Frederick Forsythe's novels
Most played album
U2 “Rattle and Hum”
Relaxation?
A round of golf with friends … ideally at 4pm on a Friday afternoon!

We welcome your views and opinions, and we'll make it worth your while with a Cross pen sent to the author of the letter published in each issue. Email richard@claviga.com. The deadline is 30 September 2004.
Claviga website: www.claviga.com Email: info@claviga.com

Momentum - the newsletter of Claviga