Meliá Hotels International
Global Service Culture Design


Meliá Hotels International is one of the world’s largest international hoteliers with over 350 hotels spanning 40 different countries. Meliá engaged us to establish a service culture strategy that would transform nine of its global brands. Our client needed a solution that aligned the service cultures of each property yet embraced the uniqueness of each brand.


We applied our Customer Experience framework, which involved multiple stages of stakeholder and guest interviews, on-site observations, service culture immersion, focus groups, and co-creation sessions. The process identified barriers and enablers of change, along with opportunities to manage challenges and capitalize on its strengths. This enabled us to identify service culture values that would bring the real experience to life. Our services include:

  • Strategic roadmap;
  • 10 uniquely-designed service culture playbooks (multiple languages for each);
  • Training curricula and materials for three luxury brands;
  • Training facilitation for two brands in three regions (Europe, South America, Asia) with 400+ associates at 15 hotels;
  • Training the Trainers to reach 8,000 associates;
  • 42 unique posters; and
  • One video.


Our work has been incredibly well received by associates across the organization: 96% of attendees said they know how to immediately apply what they learned on the job, that their time in the workshop was well spent and that they would recommend the training to their colleagues.

Read what our clients have to say:

"This project was a success in and of itself, and we are very proud of the outcome. Working with Bond Brand Loyalty has been a real pleasure!"
-Sara Ranghi, Brand Leader Multi Brand Projects & Corporate Brands

“Dynamic and entertaining course.”

“Thank you for this wonderful day!”

“It was great and fun! Totally recommend it. Thank you very much!”


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