Thomas Cook “Sunny Heart Academy of Excellence”


COMPASS is one of the ten businesses that got the commission by the global travel company “Thomas Cook” to conduct trainings and coachings for hotels to improve their quality and therewith their customer experience. For this purpose, the department “Training & Consulting” found the “Sunny Heart Academy of Excellence”

The “Academy” offers different coachings, for example trainings for service quality, or a mix of different measures, like seminars and individual coachings, which last one season. The company focuses on external consultants, like COMPASS, to ensure a neutral position as this also increases the acceptance of the hoteliers. Every trainer, who is commissioned to conduct the coachings, has longstanding expertise in his respective field.

A higher quality leads to a better experience for the customer in the long run, from which ideally a partner-like relationship grows between customer and hotel/travel company. That leads to more bookings. Every single guest, who books his holiday with Thomas Cook, should feel comfortable and find excellent conditions – and beyond this his expectations should be exceeded. That’s how you gain a competitive advantage.
The main fields in which the hotels need help are usually the classic housekeeping and food & beverage. Changes made in these areas are noticeable more quickly than in other areas. For example, in the past a hotel was able to reduce its complaint rate down to almost zero. This is the goal of our collaboration.
The program of the “Sunny Heart Academy of Excellence” also includes mystery checks and quality audits, which verify the performances of the hotels. Thanks to these analyses you can find flaws and look for solutions much faster.
For more information please visit:

Press release: “Neue Fachabteilung für noch bessere Hotel- und Servicequalität”

Website: „Sunny Heart Academy of Excellence“

If you have any questions regarding our training and coaching offers, please contact us. We are happy to create an individual training program for you as well and prepare an offer.

Author: Henriette Stieger

I hold a Masters degree MSc. in Public Policy and Human Development, major: Sustainable Development (Maastricht University). Furthermore, I am a certified Project Manager for European Sustainable Development 'PM4ESD' (APMG certified july 2013) and I am a certified Innovation Trainer (july 2014 by motiv® Gesellschaft für Innovation/ Society for Innovation). I hold a B.A. (august 2008) in International Business, major: Tourism Management (CBS Cologne) as well as a certificate in hotel management from the German Chamber of Commerce and Industry (july 2005). My consulting focus lies in marketing, training and sustainable tourism as well as in integrated regional development. Contact:, tel. +49 (0)221 9499201

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