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Who am I

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My name is Heidi and I'm the Founding Director of 'little' BIG Company, with about 20 years’ experience in the corporate and hospitality industries combined.  I’ve obtained a Post Graduate Diploma in Hospitality Management in 2007, from one of the top 3 voted Swiss hotel schools in the world (Glion Hotel School - Awarded in 2015 & 2016), after completing diplomas in Travel and Tourism Management and Business Administration here in SA.  I have also acquired certain skills throughout the 20 years that have shone through in all the positions I’ve thus far held - my interest/obsession with customer service & guest satisfaction, both in the tourism and hospitality industry – this is what has shaped me into the person I am today.  I’ve worked in all areas in the industry, from being a humble waiter to a wedding planner to concierge, restaurant manager, a trainee chef, privately owned Beach Resort Manager, B&B (Guest House) & Boutique Hotel manager – this all contributed in intensifying my interest in particularly, customer service.  To compliment my hospitality experience, I’ve also had the opportunity to work abroad and here in SA in the corporate world, which makes it a great mix for the world out there.

Consulting

 

Here I draw on my training and experience to consult and advise on all areas; from management to FOH/BOH, by firstly using my 'Mystery Guest' technique and then compiling a detailed assessment.  This will document where your business is, and where operational changes and training is crucially needed to take your establishment further.

 

On-site Training

My reason for this endeavour is to try and make the customer/guest once again feel appreciated by empowering and training staff properly, and by putting small/medium sized businesses back on the map 'so-to-speak'. Staff training will not only contribute to a higher rate of return customers/guests, but will automatically increase your profits too. You as the owner/manager could then feel more assured that your employees are more than capable to handle guests/customers without constant supervision. 

 

I offer on-site:

  • Customer Service Training

  • Basic Waiter Training

  • Housekeeping Training

  • Refresher training course 

 

Included in any of my training programs are completion certificates for staff and training manuals to keep on site.

Cancellation Policy
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A booking, is a legally binding contract.  This is to protect against late cancellation and learners not turning up, we are obliged to put the following policy into place.

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  • A 50% deposit of the total amount is required to confirm your training session.
  • Only written cancellations will be accepted, which will be confirmed by the facilitator.

  • If your booking with 'little' BIG Hospitality Co. is cancelled more than 28 days before your training date, no charge will be made.

  • If your booking with 'little' BIG Hospitality Co. is cancelled more than 7 days before your arrival date, a charge of 50% of the total invoice will be made.

  • If your booking with 'little' BIG Hospitality Co. is cancelled less than 7 days before your training date or you don't turn up, a charge of 100% of the entire invoice will be made.

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