This historical and charming building, which has now been renovated into a 4- star hotel is steeped in traditional, class and history dating back to the 19th century. The extremely high standard that Maften Hall keeps itself has been recognised at the Visit England Awards as the best ‘Large Hotel of the Year 2015’.
We have been working in partnership with Matfen for nearly 12 months now and started our organisational development journey by implementing a short programme of Customer Service Excellence named “The Matfen Way” which evolved so much that it also had its own dance. The Matfen Way programme worked with 98 members of the staff across the hotel to instil a standard of customer excellence which would be the grounding for all those that worked and joined the team at Matfen Hall.
Since this programme we have also undertaken development programmes from a strategic level working closely with the management team to support and develop the senior managers grow and in turn support the board and business plan effectively for the continual growth of the Hotel. These goals are used to communicate the message down throughout Team Leaders, all front and back office staff with other programmes that support sales growth and the underpinning of customer excellence throughout the employees of Matfen Hall.
Since working with Matfen they have won the Tourist Information Board Gold Award and they have seen a 7% increase in their customer excellence feedback from their visitors. As well as the underpinning of knowledge and skills within the business there has been a cultural shift that can be seen throughout the work that we are carrying out.