MOXY Hotels, Nationwide: Transforming Hotel Bar Service

Hotel Co 51 operates over 30 MOXY sites and other hotel brands within their growing portfolio. When they recognized the need to enhance their bar service standards, they partnered with Murdo MacLeod to implement a comprehensive Bar Excellence training program across their operations.

The Strategic Partnership

Working closely with Hotel Co 51's Learning and Development team, Murdo MacLeod conducted a thorough assessment of their hospitality operations. The analysis identified key areas for improvement:

Areas of Focus

Bar Excellence Standards: Elevating overall service quality

Upselling Techniques: Maximizing revenue through premium offerings

Cocktail Service: Improving technical skills and presentation

### The Challenge
With over 30 locations across the UK, Hotel Co 51 needed a training solution that could:

Deliver consistent results across all properties

Be efficiently rolled out to multiple teams
- Create lasting behavioral change
- Generate measurable business impact

## The Training Solution

### Centralized Training Approach

A strategic training session was delivered at MOXY Edinburgh Fountainbridge, bringing together representatives from across the entire MOXY network:

17 Attendees: One representative from each MOXY hotel site in the UK

Train-the-Trainer Model: Each attendee would return to implement training at their home property

Standardized Excellence: Ensuring consistent service standards across all locations

## Key Training Components

### 1. Powerful Upselling Techniques

Murdo developed compelling one-liners for teams to use when promoting premium spirits:

Natural Conversation Starters: Techniques that feel genuine, not pushy

Value Proposition Communication: Clearly articulating the benefits of premium options

Timing and Context: Understanding when and how to make upgrade suggestions

Confidence Building: Helping staff feel comfortable with sales conversations

### 2. Elevated Cocktail Skills

The program brought everyone's cocktail abilities up to an impressive standard:

Technical Precision: Mastering fundamental bartending techniques

Speed and Efficiency: Delivering quality drinks quickly during busy periods

Presentation Excellence: Creating visually appealing cocktails that impress guests

Recipe Mastery: Ensuring consistency in preparation across all properties

### 3. Guest Experience Enhancement

Beyond technical skills, the training focused on:

Reading Guest Preferences: Understanding what different guests value

Creating Memorable Moments: Going beyond expectations to surprise and delight

Professional Presentation: Maintaining high standards in appearance and demeanor

Team Coordination: Working seamlessly with colleagues to deliver flawless service

## Business Impact

The training program delivered measurable results across the MOXY network:

### Revenue Enhancement

Increased premium spirit sales through effective upselling
- Higher average transaction values during bar service
- Improved guest satisfaction leading to repeat visits

### Operational Excellence
- Standardized service quality across all properties
- Reduced training time for new staff members
- Enhanced team confidence and job satisfaction

### Brand Reputation
- Consistent guest experiences that strengthen the MOXY brand
- Positive reviews highlighting exceptional bar service
- Competitive advantage in the crowded hotel market

## Scalable Success

The MOXY Hotels case study demonstrates how targeted training can transform operations across multiple locations:

### Key Success Factors

Strategic Partnership: Close collaboration with internal L&D teams

Efficient Delivery: Centralized training maximizing resource utilization

Practical Skills: Focus on immediately applicable techniques

Measurable Outcomes: Clear business impact that justifies investment

This nationwide transformation showcases the power of investing in staff development and the lasting impact that expert training can have on both guest experience and business performance.

### Ready to Transform Your Operation?

The success at MOXY Hotels proves that with the right training approach, any hospitality business can achieve significant improvements in service quality, revenue generation, and guest satisfaction.