The detail is the difference.
Guest experience and operations for adventure travel, tours and experiences that want to grow without feeling chaotic.
CX STRATEGIST + OPERATIONS PARTNER
That's what we work on together.
You've built something people cross the world for.
What you want now is a business that can grow without everything running through you, operations that help you step back from the day-to-day and a guest experience that is consistent, repeatable and exceeds client expectations.
Guests who don't just rave about the trip, they refer their most adventurous friends and book again for years to come
The Impact:
Strong operations that stay smooth through high season without you firefighting from base camp.
A team who can independently step up and deliver with same the quality, service and experience even when you're not there.
A business that's as well-run as the experiences you deliver.
Headspace. Actual headspace. To lead the business instead of just running it.
What’s the solution?
You - and I - know that it’s never a one-size-fits-all approach. You don’t do that for your clients, so why would the same approach work for you?
To discover the answers you need to grow, we have to venture into uncharted territory. The good news is that you don’t have to do it alone.
What are you
looking to solve?
You don't know what's causing the friction in your guest experience
Most founders think they know why guests don't come back and where the team is losing time. Decisions made on assumption lead to fixing the wrong things, wasting time and money, and losing repeat bookings you didn't know you were losing.
Something in your guest experience or operations keeps breaking down
There's a part of your business that keeps creating friction, your guest communications, your DMC relationships, your systems, your onboarding. Left unresolved it costs you time, margin and repeat bookings year on year.
You're holding the whole business together and can't step back
When the structure behind your business isn't solid, it's noticeable. It costs you time, money and your reputation. While you're still holding it all together, you'll never have the space to focus on the details that matter or the growth that's possible.
TAKE IT FROM THEM
Our client experience has improved beyond our expectations.
Bella came highly recommended through a friend as being very motivated , dedicated and driven. Working with Bella, our client experience has improved beyond our expectations.
Our product from website to customer contact is of a higher quality and more in line with our customer expectations.
It has been easy working with Bella, mapping out what the expectations are on both sides in terms of goals and activities.
hi,
You've built something worth running well, it just needs the structure to match.
I started in high-end private hospitality, where good enough wasn't a phrase anyone used. That standard followed me through six years of working inside founder-led businesses, building the client experience and operations to match what they were actually capable of delivering.
Now I do that specifically for adventure travel, tours and experiences. I live in the mountains in Andorra, I book the trips, I go on the adventures. I'm the client you're trying to win back.
Solutions
Every engagement follows the same 5* feedback loop framework, from Base Camp through to The Ascent. Where we start depends on where you are.
No more guessing
Fix the thing that's slowing you down.
A business that grows without burning out.
If you don't get the answers you need, use the Whatsapp icon on the page to ask me directly.
Frequently
asked questions
It depends on what you need, but I'm not here to hand you a report and disappear. I work with you and your team, keeping everyone accountable and making sure the work actually happens.
Think of it less like hiring a consultant and more like bringing in a senior partner who knows exactly what they're looking at, for a focused period of time, without the cost or commitment of a full-time hire.
Most founders I work with have had "improve our customer experience" or "sort out our processes and systems" on their list for a long time before we speak.
There's never a perfect time, but if you're doing everything manually, firefighting, struggling with margin, not getting much feedback from guests, or still the person who has to be involved in everything, the impact will make a difference within the first couple of weeks.
It's just me, I'm your main point of contact and the person doing the work.
For specific areas like customer service training, branding and marketing, website or user experience development, I work with trusted extended partners who I bring in when needed to support you.
Yes, and it's better for them too. The long term impact on your business and for clients is only possible if the people delivering the experience are part of building it.
We do this in a way that brings them with us rather than making change feel like something being done to them.
It depends on where you are. If you're completely overwhelmed and can't see straight, adding more to your plate isn't the answer and I'll be the first to tell you that.
What might make more sense is a focused intensive, a short, sharp session where we look at what's really causing the chaos, and give you something you can change immediately.
If you have a small amount of headspace and the want to improve things, that's enough to start. The clients that get the most out of this work are the ones where the founder is ready to look honestly at what isn't working, even if that's just a few hours a week.
The Long Stay is a newsletter for people running adventure travel, tours and experience businesses.
