Simon and I met about 6 years ago after being introduced by a mutual friend. I work with adults with mixed abilities to gain skills and qualifications for Hospitality employment. As part of their training, our trainees need to attend work experience and have support in preparing for work such as, job searching, job interviews, how to apply for a job. Simon gave his valuable time to us to support each individual on their journey into work. Simon has a realistic but gentle approach; he empathised with each trainee and understood their barriers. The trainees and I always looked forward to Simon’s visits where he would advise and inspire the trainees to progress with their training and attend work experience placements. Simon was a great support and mentor to me during the early days of my own role. He helped with gaining work experience placements that lead to jobs. Many of our trainees have gained paid and voluntary work in cafes, care homes, with BCP Council, home and school cleaning services over the years. Simon managed to encourage the shyest of our trainees into paid employment with a care home. Everyone needs a Simon in their life…..can’t wait until we can chat over a coffee again!
Training & Development Manager
The Crumbs Project
“Simon helped us with a telephone training programme. Before he delivered the training, he invested time to learn about the firm, our culture and needs so that he could tailor the programme to us. His training sessions were informative, relevant and above all fun. Everyone took something positive away from the sessions. Simon talks about “going the extra mile” and demonstrated that himself by offering all of the attendees the opportunity to speak to him outside of the formal training sessions about any issues that they had. Many took him up on that offer which is a clear attestation of his approachability, the “buy in” to his training and the confidence they had in what he was saying. Simon came highly recommended to us and, having now worked with him myself, I wouldn’t hesitate to pass on that recommendation to others. Thank you, Simon.”
Ellis Jones Solicitors
I really enjoyed the recruitment and selection course you delivered today with the assessment day.I particularly loved hearing all about your experiences and being able to tap into this knowledge for the future.
You see the world like everyone should and as you say people make the world go round.
Many thanks once again Simon
Deborah Broomfield, Domestic Angels Christchurch Office
“I first met Simon about a year ago through mutual contacts. We initially met up to discuss my business and the issues I was facing at the time and within a short amount of time, Simon had me setting targets for myself each week to rectify issues and push forward with business. He kept me focused on progression for the business and keeping me on track at all times. If I hadn’t met one of my targets, it wasn’t a negative situation which really helped. Simon would push me to act upon it myself and get it done for my own sake.
Simon was always there to help me with a variety of issues I may have had in the company, also with HR problems. He would always be available on the phone if I needed advice or he would even offer to give me help before I had important meetings with staff members.
I really appreciate the work Simon has done for me as he is very easy to work with and has always had my best interests at the forefront,I would not hesitate to recommend Simon to any future business owner.”
Owner / Founder of Monty’s Lounge
I thoroughly enjoy working with Simon.He is a true professional and has a natural flair for all that he does in the hospitality industry.He does a brilliant job for his clients and really gets ‘under their skin’ to be able to understand their needs and deliver outstanding results for them.He is also fantastic fun to be with and a huge asset to businesses in Dorset and beyond.
After only hearing excellent things about Simon, we decided to undertake some customer service training to help improve the skills of the staff here at Anglo-Continental. Simon tailored the training to our school industry/environment and immediately after meeting Simon I knew he would be able to produce an excellent training session. The sessions were incredibly enjoyable and engaging and you can see his wealth of experience throughout the session. We are delighted to have formed such a fantastic working relationship and look forward to developing further with the knowledge and expertise of Simon. We would have no hesitation in HIGHLY recommending Simon Scarborough to not just the hospitality industry, but to any businesses who are looking to enhance their business through skills. Thank you Simon, one very happy customer!”
Projects Supervisor / Visa Compliance Officer
Anglo-Continental Language School, Bournemouth
“Our Customer Service journey is paramount to the business and we implement consistent training programmes to all our staff in our commitment to achieve this.
An integral part of our customer experience at the Dolphin Shopping Centre is visitor hospitality and Simon came highly recommended, as the ‘Best in the Business’ Customer Service Trainer, specialising in both the retail and hospitality sectors.
His expertise, extensive experience and exemplary attitude to detail, has delivered an exceptionally well received and bespoke Customer Service Programme, of which the first phase has already been delivered and we now look forward to the second phase, focusing on a proactive and robust complaints procedure, to be communicated to staff teams throughout the business.
We are delighted to work with Simon and look forward to developing our working relationship; strengthening our staff skill-base and significantly benefiting our customers, now and in the future.”
Dolphin Shopping Centre Manager
“I first met Simon Scarborough when he was General Manager of The Ship Hotel in Weybridge 24 years ago. He was an outstanding General Manager in every way. The improvements to the all round service given to the guests was quite remarkable and his attention to detail was excellent. Simon built a wonderful team – nothing was too much trouble and together The Ship Hotel became the heart of the town both for business and social engagements.
I kept in close touch with Simon after leaving The Ship Hotel and was able to see the splendid way he improved and developed all the hotels he managed. His leadership and management skills are outstanding and he is to be congratulated on the way he made every single guest feel very special. Flemings Mayfair Hotel under his management was always a wonderful place to stay with exciting events, delicious food and wonderful service.
Simon is also first class at reviewing Business Planning and committed to training and developing employees to help organisations achieve their business objectives. The help that he gave us when running The Wiveton Bell Public House in Norfolk was exceptional. He first helped us to formulate a Business Plan, prepare a Mission Statement and review our strengths and weaknesses. We set up a Sales and Marketing Plan, reviewed the training needs of all the staff and made sure there was a clear vision. Training was seen as an investment and this helped us achieve the Investors in People Award under Simon’s guidance. We also won the North Norfolk Tourism Award for Best Pub for Food and Drink.”
Dorothy Clark MBE
“After listening to Simon outline his own vision and ethos surrounding customer service, gleaned from many years of experience in the hospitality sector, the team discussed the Angels’ own approach to customer service.”
The Domestic Angels Management
“Simon was brought in to deliver staff training and help enhance staff’s knowledge of customer service with his extensive experience , I would not hesitate to use his services again or recommend him”
Director of the Ramada Encore Hotel,Bournemouth
We have worked with Simon Scarborough Associates for several years. Simon has the ability to pinpoint specific areas to focus on when developing the team, and produces effective bespoke training packages to suit.
Training within the hospitality sector can often become generic and tired, however Simon ensures every detail is relevant to our business and team members feel more motivated and confident after completing one of his training programs. Simon has conducted range of training programs covering customer service and leadership skills with our management team through to our service team.
Having such extensive knowledge and experience within the hospitality sector Simon also provides a wealth of knowledge and supportive advice.
I would not hesitate in recommending Simon Scarborough Associates to any business wishing to develop within the hospitality sector.
Louise Chapman, Human Resources Manager
The Green House Hotel
I first met Simon at the inception of National Coastal Tourism Academy NCTA, his energy and enthusiasm were contagious and he was instrumental in the foundations of the customer service expectations promoted by NCTA today.
As Head of Marketing at Yellow Buses I was thrilled when Simon started running courses for ambassadors for tourism and customer service, ensuring that all my team were able to benefit from them. They all felt they had gained valuable insight, and the courses were well planned, executed and delivered in a style that was inclusive and of benefit to everyone who attended.
I have continued to seek Simons opinion in my current role as I respect his viewpoint and admire his attention to detail and honesty.
I would have no hesitation in recommending Simon to any business keen to progress their Customer Service and Culture visions.
Jenni Wilkinson, Commercial Manager
Margaret Green Animal Rescue
I approached Simon for help in moving our front of house team on to the “next level” of client service. Law firms have a reputation for being stuffy and unapproachable. It seemed to me that a firm that failed to adapt to changing customer expectations could not hope to compete. There are not, however, consultants operating in my marketplace who I felt confident could deliver on a change in culture, perhaps because there is not sufficient an awareness of the problem to create the market in the first place! I approached Simon with confidence, having first-hand knowledge of the quality of service delivered by his team at the Norfolk Hotel. Simon created a bespoke customer training program that blended practical, common sense techniques with his many years of experience in meeting customer expectations. I was pleased to note that my team engaged fully, even when taken a little out of their comfort zone, and the results are a measurable improvement in customer satisfaction and engagement. I have no hesitation in recommending him to other businesses (although for selfish reasons perhaps not to other law firms!), and have no doubt that they will enjoy a similar level of attainment.
Mark Kiteley, Senior Partner
Simon and I have worked in collaboration for five years now, within both the confines of a company and more recently utilising his exceptional consultancy services. Simon’s work ethic and attention to detail are second to none making him a pivotal part of helping my business flourish. Simon is one of the most complete professional trainers I have witnessed and his trainees idolise him. For all of his evident soft-skills, Simon underpins it all with solid, business acumen meaning you can rely on him to offer only the best advice. His experience is vast and varied and I genuinely believe he has the ability to offer assistance and direction in all walks of life. Simon is a true gent and an asset to any business person seeking professional guidance.
Roland Sharp, School Director
British Study Centres School of English, Bournemouth
I have worked with Simon through AFC Bournemouth for a number of years. Simon really stands out as an extremely experienced individual in the hospitality industry, with a real focus on detail and customer relations. Simon is a very dedicated and hardworking individual who will do everything he can to ensure you get the highest quality customer service.
I have no hesitation in recommending Simon to individuals or businesses that are in search of support in the hotel, hospitality or catering industry.
Rob Mitchell, Commercial Director
I have known Simon professionally since 2011. Simon is a true professional, always ensuring the very best service, exceptional attention to detail and going above and beyond what is initially discussed. Since Simon has set up his own consultancy I have engaged his services to help with me with some specific training/management of staff and sales and marketing. Simon has an empathetic yet no-nonsense approach to the challenges faced when you run your own business and objectively suggests ideas for solving problems. Having Simon on board feels like I can breathe out again and I know I am in a safe pair of hands.
Frances Miles, Storm Restaurant
As our Group Operations Director Simon oversaw the running and profitability of our 3 businesses. His creativity in developing guest experiences, drive for exceeding customer expectations and attention to detail resulted in all our teams delivering renowned service and exceptional guest retention levels. As project manager for the re branding and re positioning of Flemings Mayfair into the 4 star market, with 5 star service, Simon was instrumental in increasing all room revenue, driving sales both UK and internationally and developing key partnerships which established the hotel as one of London’s recognised players.
Directors of the Flemings Hotel, Mayfair
“Simon has had a long and eminent career in the hospitality industry. He has been a successful manager, motivator and entrepreneur in numerous prestigious hotels varying in location from Mayfair to Dorset. He learned his skills with what was then the largest hotel company in the world and more recently has been a very successful manager of the Norfolk Royale in Bournemouth. The guests he invited to his lobster launch lunch in the sunny grounds is still talked about some years later. Simon has also immersed himself fully in local tourism organisations where his wisdom, knowledge and counsel have been greatly valued. A particular strength has been his positive encouragement of students who are at the start of their hospitality careers.”
Bruce Grant-Braham, PhD, FIH
Dorset Local Enterprise Partnership Tourism “Champion”
Simon has exceptional experience and knowledge of the world of hospitality. We worked together when I was Marketing Manager of the Urban Guild Group ,over a five year period on customer service training and service design for our loyalty scheme.
Our loyalty scheme was focused on hugs and Simon’s engaging training programme helped to focus our teams on going the extra mile to delight customers.
From face-to-face training to the content for our training packs, Simon’s advice was invaluable.
Simon was also a great mentor to me personally, I was new to hospitality marketing previously and learned so much from him over the years. He also has become a good friend. I would have no hesitation in recommending him.
Marketing Manager at b4b marketing
“What can I say about Simon?! Simon has been truly a great mentor. In the time I have worked with Simon I have seen a transformation in myself I knew was in me but I didn’t know how to release it. I would always ‘try’ and do this and ‘try’ to do that, but since meeting Simon I have lost the word try from my vocabulary. I ‘will’ get this done is my new mantra. This has not only transferred to my work life but my personal life.
Simon helped open up a whole new a world of knowledge and skills to me by sharing his vast knowledge, experience and expertise. It is hard not to be inspired by Simon’s wealth of knowledge and experience. Passionate, caring and inspiring are three words I would use to describe Simon Scarborough. I would whole heartedly recommend Simon with no hesitation. Thank you Simon.”
Marsham Court Hotel Operations Manager
“Well, where do I start!
Simon has a warmth and professional attitude towards everything he does. He goes out of his way to understand your business and see what areas he can help with, before tailor making the training for your establishment.
He has been a real inspiration to our team from group training courses and one to one training for certain individuals to help them improve in certain parts of their careers.
We are extremely thankful to Simon for the assistance he has given us and would have no hesitation in recommending him to anyone.
His passion will shine through as soon as you meet him.
You will be on to a winner with Simon training your team!”
Rosie Wallace, Managing Director, Marsham Court Hotel
Simon has provided some excellent customer service training for ETC International College staff (and occasionally for some of our specialist course students too). His approach is always positive and he has a very bubbly, engaging manner. He brings with him a wealth of experience derived from having operated for a long time at the highest level in the hospitality industry. He is able to swiftly pinpoint any issues in a team’s operations and focus on providing solutions that everyone can understand and support. Simon is one of Bournemouth’s tourism sector champions and he has contributed to the success of many businesses in the town, including my own. I can’t recommend him highly enough!
David Jones, Principal and Marketing Director, ETC International College, Bournemouth.
“From the first time I made contact with Simon, he modelled the excellent customer service which he talks about so engagingly and authoritatively in his workshops. He delivered a bespoke session for us at very short notice for international students who were working on a fortnight-long business project. Their feedback was very positive and we were delighted to see that they demonstrated many of the learning points in their creative exhibition stands on the final day. I hope there will be another opportunity for our students to work with Simon in the near future.”
Rachel Woodward Carrick, Director
Bournemouth University International College
Customer Service is not just a foundation stone in our business, it has to run through our veins and there is nobody better to ensure that exactly this occurs than Simon Scarborough Associates (SSA). As an evolving business, we need to ensure that our current staff and prospective franchisees are singing from the same hymn sheet in terms of customer service. To this end we contracted SSA to ensure this goal was, and is, continuously achieved. One of our franchisee’s Deb gave the following feedback:
“I loved meeting Simon, what a fantastic man, so full of life and so easy to listen to. The training course in customer service was great because he made it fun and engaged us straight away. I felt the course was useful as it enabled me to step back from what I do day in and day out and look at what makes people feel good as a customer and also how the most simple words can make such a difference when dealing with customers. Again, things you take for granted.”
As a business director, I need to work with like-minded professionals who not only hold the same values as myself but also value my team and business, Simon does exactly this and delivers the required result.
Owner and Director of Domestic Angels
Having worked with Simon Scarborough Associates for several years, I can highly recommend all aspects of the services offered. What makes the company stand out is the care and passion of Simon himself for all aspects of hospitality, and his ability to inspire that passion in others. Businesses that have been the same for many years are transformed under his attention to every detail, from staff training to business and marketing plans. As a consultant his achievements are highly respected by all that are aware of his work; and it is his quality of service, combined with a unique style and professional approach, that make him an excellent choice.
Jacky Thorne, Visitor Experience Manager
National Coastal Tourism Academy
You are a hospitality legend!
Mark Cribb, Owner and Founder
As the busy summer season draws to a close, I wanted to write and say a huge ‘thank you’ for your hard work on our ‘Bitesize Bournemouth’ training project and our other Action Team projects so far this year.
Not only are you a pleasure to work with, we, the entire team here at the NCTA, certainly benefit from your expertise and you always go above and beyond our expectations and agreed service levels.
It is very refreshing to be involved in projects with a company who consistently deliver an exceptional service and who we can rely upon to represent our organisation in a professional way.
This is all driven by you, Simon, and we very much look forward to working with you on forthcoming projects.
Natalie Tye, Action Team Leader
National Coastal Tourism Academy
Simon Scarborough is a consummate professional with a high integrity and work ethic.
Working in partnership with the Give and Receive project Simon has demonstrated that his imaginative and philanthropic approach to supporting and working with charities achieves huge productivity and success. Simon has also provided my business, TARA Business, consistently with immediate access to experienced, business focused services within all areas of hospitality. I have witnessed his ability to transform ideas into reality, working within stringent budgets, and subsequently increasing business revenue substantially and building enviable business reputation within the locality. I thoroughly recommend Simon and I look forward to working with him again in the future.
Alexandra Wiggins MIoD, MCMI
Director, TARA Business Limited
Simon Scarborough for me was the Norfolk Hotel. As a business we could book a breakfast meeting in the conference rooms where our staff came away really motivated, have our senior management stay over and know that they would be gushing compliments about their 5 star experience, the little touches make the difference, Simon always remembers just how much Gin to put into that Gin martini, where you would like to sit in the dining room and who in your party should be served first. His staff are trained to a high level in order for him to hand the batton over and under his stewardship his whole team ooze, confidence, warmth and nothing is too much trouble.
Afternoon teas with girlfriends with Gin martinis and champagne, team building afternoon teas with champagne, Rotary dinners, corporate entertaining, smoozing chief executives in the company, conference BBQ’s, lobster and chips with girlfriends before the theatre, grand scale family Willy Wonka themed parties, Conference’s, staff training, Staff Christmas party, we at Sunrise Senior Living have done it all and really felt that we have had a Red letter experience. You could argue that any hotel can deliver all of this, but in true Bond style “nobody does it better than Simon Scarborough”
The Scarborough experience is that once in a lifetime experience which makes you feel that you personally can achieve anything.
Senior Director of Community Relations
Simon Scarborough is that rare hospitality leader that embraces and understands both bottom line growth while never losing sight of the very gracious and unique touches that in fact makes a guest feel they indeed are the most important elements to our industry. To watch him revives the joy of why we started out in hospitality to begin with. The term ‘Hospitality Expert’ is light weight compliment to this professional.
Susan Jacques, Vice President of Branding at Highgate Hotels, New York
I first encountered Assured Hospitality founder Simon Scarborough through his consultancy work with the National Coastal Tourism Academy and, as we planning to make a significant investment in the Denewood Hotel, I invited him to cast his expert eye over both the property and the proposals.
I had two slight concerns. First, much of Simon’s recent experience has been with large, upscale properties, whereas the Denewood is a comparatively small three-star hotel. Second, ours is an independent, family-run business and, as such, we do not command the kind of capital that larger corporations might.
In fact, our fledgling relationship with Assured Hospitality is already beginning to pay dividends. Assured Hospitality quickly and accurately identified ways in which we could optimise our existing assets – often at little or no expense – and suggested a host of “quick-fix” initiatives to enhance both the guest experience and all-important revenues.
Looking to the longer-term future, Assured Hospitality is now providing the Denewood with a comprehensive customer service training programme, and advising the business on the development of a prototype room as a first step towards ensuring we maximise the return on our planned investment.
Crucially, Assured Hospitality has demonstrated a close understanding of the challenges facing a business such as ours, and has consistently and effectively turned those challenges into opportunities – opportunities which we fully intend to grasp!
Alan Sibthorpe Owner of The Denewood Hotel
We own a gastro pub in Manchester city centre and asked Simon to carry out a complete business review of the Angel, looking at every aspect including operational procedures, systems, staffing, sales and marketing and new sales ideas, together with social media presence and an overview of our website.
From this Simon implemented an aggressive Christmas sales campaign, and a sales and marketing plan for the last quarter of 2015 and going forward into 2016.
Simon also advised on some changes to décor and lighting to improve the general ambiance.
A lot of what we implemented from the review cost nothing or very little.
We then asked Simon to come back and train all the team in customer service, including how to approach and deal with complaints and difficult situations, and “up selling” to increase profitability in all areas.
We intend to maintain an ongoing relationship with Simon and SSA as we have been delighted with the results of his input and its contribution to making our business stronger, increasing sales, and developing a tighter operation.
We were very impressed with Simon’s innovative yet professional and practical approach, and his eye for detail. As well as an expertise gained from his wealth of experience, Simon has a great passion for the hospitality industry which is inspiring. We feel safe with his support.
Director, Angel Pub Limited, Manchester
It was my greatest pleasure working with you at the Marsham Court Hotel, I would have never thought that someone would encourage and help me like you did. Thank you!
I have learnt so much and I know that my experiences will not only help me in my career, but I will also look back on a fantastic time at the hotel.
Jonathan Wiechert, Marsham Court Hotel