Associates

Alan Wick

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Alan gained over 25 years’ business experience at a senior level nationally and internationally. He founded, co-founded or invested in four businesses, each of which was sold or turned around successfully. While he was MD with professional audio manufacturing company Turbosound, he lived and worked in the USA and Japan, setting up and growing national distribution networks. As a result, the company won the Queen’s Award for Export Achievement. He was Joint MD at Scher International, which worked with hospitality and leisure companies such as Hilton, Marriott, Pret A Manger and Whitbread to improve their customer service quality. While there, he developed the UK’s first Customer Service Benchmark for Hotels.

Alan now enables highly-motivated business owners fulfil their potential. Over the last 10 years he has delivered thousands of hours advising, coaching and mentoring businesses in a wide variety of sectors, exploring innovative ways to drive shareholder value.

Chantal Walton

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Chantal is an HR specialist with twenty years’ industrial experience in both the private and public sectors, with clients and previous employers ranging across a wide range of organisations from racecourses to restaurants to a facilities company in Germany. She is a highly creative, lateral thinker, who according to her clients “manages to bend the theory of HR and current legislation with the pragmatism and reality of operating a business... a very rare talent.

An expert in employee relations and resourcing, Chantal advises and assists a wide range of clients regarding employment legislation, re-structuring, employment tribunals, managing performance, change management, and recruitment issues. She is also able to give qualified help to implement the processes that will prevent problems in these areas from arising.

Chantal’s approach to HR issues is pragmatic and highly business-focussed, with an acute understanding of how people management practices impact on business performance and bottom line profit. She is now a Director of HR on Tap Ltd, an innovative outsourced HR and recruitment consultancy.

Chantal has been described by clients as, “technically on the mark, down to earth, empathetic, supportive and humorous!”

Marcel Schoenmaker

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Marcel runs a small consultancy practice, which offers development and management of bespoke Mystery Customer Programmes to businesses in the Hospitality & Service Industries.

He has a strong managerial background in running hotel departments and restaurant businesses for companies such as Forte, Crest, Hilton, Pier House Inns and Post House Hotels, built up over 20 years within the UK. Between 1994 and 1998 Marcel worked for Scher International (now part of the market research company Taylor Nelson Sofres) in setting up and managing Mystery Customer Programmes in hospitality businesses such as Richoux, Pierre Victoire, Belgo, Davys, Jamies, European leisure, le Piaf and Ibis.

In 1998 he founded his own small consultancy offering bespoke Mystery Customer Assessment programmes for organisations with special characteristics and requirements. He sets up and runs these Service Assessment Programmes with the help of the very employees (or members) of the organisations themselves who actually use the facilities on a day-to-day basis.

Marcel has also set up and run several GCSE Key Stage 4 and A-level Catering courses for Reepham High School & College and Fakenham High School & College in Norfolk. These courses consist of a combination of practical cooking and substantial industrial releases for students in a variety of hospitality businesses.