Putting guests at the heart of your organisation for business success.

If you are a hospitality businesses looking to keep up in this ultra competitive climate, I can help you:

  • Attract key staff and improve staff performance
  • Retain, mentor, motivate and develop people to stay and grow
  • Define and integrate brand identity across the business
  • Increase high impact marketing opportunities
  • Maximise effectiveness of dynamic pricing
  • Attract new customers without discounting
  • Develop experience led ‘personalisation’ and inspired hospitality
  • Manage reviews, increase rebooking and improve referral rates

I look at all aspects of your hospitality business and following a systematic approach help you make, manage and measure unique and exceptional GUEST-CENTRIC SERVICE.


With 16 of industry experience at the highest level of service from Michelin star and celebrity chef restaurants, exclusive and boutique hotel restaurants alongside 5* holiday companies Guest-Centricity is uniquely placed to make your guests become your most loyal customers, for life.

If you want to become GUEST-CENTRIC contact me  here.

 “Hoteliers are starting to really listen to what their guests want. It’s all about surprise and delight, the key to making the guest feel special. It’s all part of the inspired hospitality movement”.  Rachel O’ Reilly Head of Comms at Kuoni,

  1. We help create a Guest Centric Strategy aligning it with your individual business objectives, brand values and core attributes. We work with your teams to provide a meaningful strategy, to guide and enable decision-making and prioritization across the organization that can be delivered successfully by operating teams.
  2. We work closely with you to understand your guests; who they are, what their journey is with you, we analysing their interactions and their needs to create a blueprint guide for your customer service delivery.
  3. We train your staff to ensure they are guest obsessed, delivering red carpet service every day.
  4. We measure your success; qualify, quantify and test using guest surveys, secret shopping, reviews and returns.
  5. We help you ensure good governance practices for Guest-Centricity, implementing rewards strategies for success.

It costs more to get new customers than to retain and grow by reputation. Loyalty pays for itself. Working with Guest-Centricity will be an investment that will reward both your guests and your organisation ten fold.

iLM logo  Women into Management Qualified.

Australian hospitality forum Typsy asked Nadia to share her insights into hospitality 

Companies I’ve worked with 

  visit cornwall logoBlue-Chip  GordonRamsayHoldings   Stein logosb-logo-250x250-on-OrangeUCS-logo