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Shopping Mall Escalators


During a decade of inspecting the world's finest hotels, our founder Giles became increasingly aware of a fundamental reality; service should and can be better.

Giles became driven to learn more about the science and emotions behind every day human interactions. This, combined with a frustration over the impact of a reliance on standards over a trust in individual character, lead to the creation of The Penshee Report.

Giles Gordon-Smith

Our Founder

Penshee's founder, Giles Gordon-Smith is an expert in Emotional Intelligence and has unique experience as a recipient and deliverer of luxury service.

From hotel inspector, to serving the Queen, Giles' focus has always been service:


The experience that saw the birth of Penshee.

Change Management:
• Implementation of Emotional QA at Leading Quality Assurance
• Training & development for 40 consultants in London & Vancouver
• Certified Emotional Intelligence practitioner with the Hay Group and Genos International
• Keynote Speaker & Industry author

Service Background:
• Service audits of 500 of the world’s finest 5* deluxe hotels across 88 countries
• Executive debriefs to 100s of hotel management teams
• Senior Management roles at The Goring
• Running high profile events and teams of up to 100 for luxury caterer Rhubarb

Strategic Partnership:
• EQ in hospitality workshops to The Ritz, The Langham London, oneALDWYCH & Maybourne Group
• Chair of Great Service Debate 2018 – 6 events attended by high profile hospitality experts


Unique insights into your business.

You want to know how your service is making your clients feel.


We can tell you this.

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85 Great Portland Street



+44 207 0416 461


© 2020 by Penshee Ltd. Company No 10361800.