Case Study

Case Study: Bespoke Travel Company

This business was established in 2002 to provide bespoke, luxury corporate and leisure travel. The company vision was simply to become the best in the travel industry.

This has been achieved by delivering exceptional customer service with knowledge, professionalism and integrity. The business is based in London, and Glasgow. Over the last few years, the company has expanded rapidly, sometimes growing 25% in a year.


To support this expansion, Jenny Lamski of JRL Coaching and Consulting has worked with the organisation at different times to provide training and coaching. In addition, she recommended, applied and helped implement a new   management structure and hierarchy, with an appropriate personal development programme. This was bespoke  for each new Manager. The objective was to enable and support four department heads to:

  • – enhance their man management and leadership skills
  • – improve additional identified skills
  • – assist the business to reach it’s ambitious new goals

Personal performance audits were carried out by Jenny with the department heads and each team member. She then made specifically-tailored recommendations. These have all been implemented, helping to develop the individuals, their teams and the business overall.

To assist with delivery of the new vision for the business, JRL delivered two ‘Values Workshops’. Staff members identified the current values being lived day-in, day-out, and which ones needed to be improved upon or augmented.

Each Department Head and any other member of the team that wished to be coached have   now worked with Jenny to help them reach their full potential. Focused areas included: leadership and management skills, time management, sales management, creating a sales enquiry template, becoming more assertive and confident, developing emotional intelligence competencies, conflict management and improving communication skills.

The Investors in People Accreditation needed renewal. JRL introduced an associate, HR Consultant Susie Kaye of SK HR. She updated staff contracts, created a new staff appraisal and performance management programme. The IIP accreditation was duly and successfully renewed.

JRL has also worked closely and introduced another associate, business psychologist David Taylor of the APA Consultancy. David’s Leadership Profiling Tools have been used to further improve performance.


Thanks to the JRL programme, the business has moved forward through change and growth to the next level. The culture in the business has greatly improved.  This business is even more vibrant and dynamic, where everyone contributes and gets pleasure from doing so for the benefit of all. The entire team is passionate, knowledgeable and expert in its own field. Each person’s contribution is highly valued, acknowledged and fully appreciated.

This business keeps on going from strength to strength.