From The Grand to the garage: What hotels can teach auto retail about performance
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Excellence in customer service is not the preserve of a single sector. At Automotive Management Live on November 12 at the NEC, delegates in the Strategy Theatre will hear how one of the UK’s most experienced hotel leaders believes automotive retailers can take inspiration from the hospitality world to strengthen performance and grow loyalty.
Andrew Mosley spent more than three decades in senior hotel management, leading landmark properties including The Grand Brighton and The Belfry.
Both are synonymous with luxury, prestige and guest experience.
Under his leadership, these multi-million turnover venues were firmly re-established as first-choice destinations for business and leisure.
Now an executive coach and mentor, Mosley brings this wealth of knowledge to the motor retail sector for the first time.
In his keynote session, Mosley will outline why performance should always take precedence over results.
Mosley said: "If you only measure results, you can fool yourself into thinking you’re doing well. Performance is about the behaviours and standards that drive sustainable success
"Too often businesses jump straight to profit and loss. I always asked my teams first, did we perform at our best? Because if performance is strong, results follow."
Mosley's philosophy of focusing on behaviours, culture and standards is one he credits with delivering sustainable success across fiercely competitive service industries.
His mantra of people, delivery and sales offers a blueprint that retailers can adapt to their own operations.
Delegates can also expect engaging stories drawn from Mosley’s time managing two of the UK’s best-known hotels. From the challenges of maintaining standards across large teams to the strategies used to attract and retain high-value customers, his session will bring practical insight alongside big-picture thinking.
The session will conclude with a Q&A, giving delegates the chance to explore how these lessons can be translated directly into dealership performance.
Tim Rose, AM editor, said: "The fundamentals of service, pricing and consistency are remarkably similar between automotive and the hotel industry.
"Our audience wants fresh perspectives. The hotel industry is often held up as the benchmark for service, so Andrew’s insights will offer a unique persepctive and strike a real chord with automotive retailers."