Training Courses

Foundations of Excellent Service - Half-Day Session

Building the foundations of excellent service through manner, courtesy, language, and appearance
Developing expert knowledge and the ability to answer questions professionally
Demonstrating genuine interest and thoughtfulness
Getting to know guests' preferences and personalities through active listening, asking questions, and observation
Using acquired information to provide tailored, anticipatory, one-step-ahead service
Surprising and delighting guests, and creating memorable experiences
Developing rapport and building connections by personalizing service interactions and using guests' names naturally and appropriately

Arrival & Departure Service - Full-Day Session

Arrival

Offering a smooth and seamless arrival experience from curbside to the guest room
Creating a warm and welcoming first impression
Providing a safe, secure, and seamless luggage service
Conducting an efficient arrival check-in process that covers all internal and legal requirements
Providing an informative orientation to the property, the facilities, and food and beverage venues
Escorting the guest to their room and answering any questions
Delivering a clear and informative room orientation that leaves the guest feeling comfortable and aware of the location of any hard-to-find items

Offering a smooth and seamless departure process from room to vehicle
Creating a positive final impression of the property that leaves the guest feeling valued, appreciated and wanting to return

Departure

Providing a safe, secure, and seamless luggage service
Conducting an efficient check-out process and payment processing
Obtaining and responding to feedback (both positive and negative)
Addressing problems or complaints using the "LEARN" method
Escorting the guest out of the property and providing a warm and meaningful final farewell

Concierge/Guest Services - Half-Day Session

Effectively handling guests’ inquiries regarding restaurants, sightseeing, tours, activities and events
Asking appropriate questions to better understand the guests' requirements
Offering an appropriate number of tailored suggestions that fully meet guests' needs
Providing detailed and relevant information and knowledgeably answering questions
Demonstrating expert local, insider knowledge that is personalized and would be difficult to find through alternative channels
Providing appropriate transportation information and assistance
Professionally making reservations and following up effectively

Dining Services - Half-Day Session

Delivering a professional dining casual, upscale or fine-dining service (breakfast, lunch dinner)
Greeting and seating guests and providing a warm welcome
Answering menu-related questions, demonstrating expert knowledge, and making appropriate recommendations
Order-taking, table maintenance, and general attentiveness
Refined food and beverage service including coffee and tea serving etiquette
Creating a memorable experience for the guest by providing a personalized, thoughtful, yet discreet service

In-Room Dining Service - Half-Day Session

Providing an in-room dining experience on par with a restaurant experience
Leading the order-taking process, answering menu-related questions, and demonstrating expert food and beverage knowledge
Setting the guests' expectations regarding timing and delivery
Refined in-room dining service including table set-up, positioning, and wine etiquette
Efficient clearing and post-meal service
Creating a memorable experience for the guest by providing a personalized, thoughtful, yet discreet service

Bar Service - Half-Day Session

Delivering a professional lounge/bar experience
Greeting and seating guests and providing a warm welcome
Demonstration of expert cocktail, wine, and specialty beverage knowledge
Answering menu-related questions and making appropriate recommendations
Refined cocktail service, full or modified club service
Snack presentation and quality
Table maintenance and attentiveness
Creating a memorable experience by providing a personalized, thoughtful, yet discreet, service

Housekeeping Services - Half-Day Session

Daytime and Evening Services

Providing an elevated housekeeping service that meets all internal standards and procedures while exceeding the guests' expectations
Servicing rooms efficiently and thoroughly, arranging hotel items appropriately, and handling guests’ belongings in a thoughtful, respectful, and personalized manner
Ensuring that an appropriate room atmosphere is created in the evening, and adding memorable touches that elevate the guest’s stay

Item Deliveries, Laundry Service, and Guest Interactions

Efficiently handling guests' requests for housekeeping items
Delivering requested items in an elegant, and distinctive manner
Establishing guests' laundry and dry cleaning needs, arranging collection, managing expectations, and delivering returned items distinctively and on time
Providing a customized service and interacting with guests in a personalized and professional manner

Spa Services - Half-Day Session

Taking spa treatment reservations in a professional and personalized manner
Asking questions to establish the guest’s requirements and any health/medical concerns
Creating a bespoke spa and wellness journey
Warmly greeting guests upon arrival to the spa and orienting them to the facilities
Preparing the guest for their treatment and discussing health/medical concerns
Conducting a professional and personalized treatment that demonstrates expertise
Ensuring guests' comfort and privacy, and meeting their wellness goals

Phone Reservations - Half-Day Session

Conducting a seamless and efficient reservation process, by phone or by email
Introducing the property and answering guests’ questions knowledgeably
Leading the conversation and asking questions to establish guests' requirements
Ensuring that the most appropriate accommodation options are offered
Ensuring all required details are taken, finalizing the reservation, and providing a professional, branded confirmation
Offering additional rservices, such as for dining, transportation and spa reservations
Ensuring that the guest looks forward to their stay with positive anticipation

The Principles of Sales - Half-Day Session

Exploring the principes and psychology of sales and negotiation within the hospitality context
Understanding and taking advantage of proven concepts, such reciprocity, the contrast effect, consistency and commitment
Discovering how simple tweaks in approach can lead to better outcomes
Overcoming obstacles, learning from mistakes and maximising opportunities