Training Modules

Cross-Departmental

Front Desk

Foundations of Excellent Service

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

Problem-solving and Handling Guest Complaints

Learning to handle challenging guests and situations effectively and confidently
Developing skills for diffusing and resolving issues, such as focused listening, engaged body language, and displays of confidence
Demonstrating empathy and proving recognition
Understanding when to enlist help from colleagues
Turning a negative into a positive through successful service recovery

Front Desk

Arrival Service

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

Departure Service

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
Providing a safe, secure, and seamless luggage service
Conducting an efficient check-out process and payment processing
Obtaining feedback and addressing any concerns with an apology and resolution
Escorting the guest out of the property and providing a warm and meaningful final farewell

Concierge/Guest Services

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

Transportation Services

Providing a safe, secure, and professional transfer service
Greeting guests warmly, escorting them to the vehicle, and preparing them for their journey
Confidently and knowledgeably answering questions about the property or destination
Ensuring guests' comfort throughout the journey
Providing amenities and services that allow for a luxurious experience
Providing a personalized yet discreet service throughout

Food & Beverage

Breakfast Service

Delivering a professional a la carte or buffet breakfast service
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

Lunch and Dinner Service

Delivering a professional casual or upscale dining experience
Greeting and seating the guest 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 wine service etiquette
Creating a memorable experience by providing a personalized, thoughtful, yet discreet service

In-Room Dining Service

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

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

Fine-Dining Service

Providing a Michelin-level fine-dining service experience, from reservation to departure
Professionally taking reservations and establishing all required information
Providing a warm and personalized welcome and introduction to the dining experience and concept
Ensuring the security of guests’ belongings and providing gracious seating
Demonstrating exceptional food knowledge and ability to make recommendations
Sommelier-level wine service and knowledge
Synchronized serving, tableside service, and professional table maintenance
Demonstrating exceptional attentiveness throughout the meal
Ensuring exceptional restaurant organization, table set-up, and floor management
Creating a memorable experience with a gracious closing that leaves the guest wanting to return

Housekeeping

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 & Leisure

Pool & Beach Service

Creating a memorable and personalized pool/beach experience
Offering guests a warm welcome and providing assistance with lounger set-up
Providing attentive food and beverage service, including detailed menu knowledge and professional delivery
Maintaining organization and cleanliness of the surrounding area, and tailoring the service for guests looking for a more relaxed or active visit.

Spa Services

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 orientating 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

Sales & Reservations

Room Reservations

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 to make additional reservations, such as for dining, transportation and spa
Ensuring that the guest looks forward to their stay with positive anticipation

MICE Sales

Handling enquiries for meetings, incentives, conferences and events
Asking appropriate questions to ensure clients' requirements are understood
Communicating professionally, efficiently and on brand
Creating bespoke solutions that fulfil the client’s requirements and exceed expectations
Producing a clear, professional and detailed proposal
Responding to follow-up enquiries and closing the sale with confidence and integrity

The Psychology of Sales and Upselling

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

Management Training

Reducing Attrition

Recognizing when staff members are dissatisfied, lacking motivation or considering pursuing other employment opportunities
Developing skills that help improve communication to ensure that employees feel valued, respected, and invested
Implementing programs that reward and compensate highly-valued employees and motivate staff needing encouragement

Creating Positive Work Environments

Recognizing the challenges facing the hospitality industry and learning how to address them
Understanding how mismatches between traditional and modern work environments can cause conflict and dissatisfaction
Considering how adjustments to team sizes, structures, chains of command, and other aspects of the work environment can help overcome challenges
Enhancing employee well-being, motivation, and productivity

Guarding Against Biases in Decision Making

Understanding how psychological biases, such as the halo effect, groupthink, the availability heuristic, and the sunk-cost fallacy can affect the quality of decision-making
Discovering techniques for identifying cognitive blind spots
Learning how to mitigate against biases by implementing processes in place that improve decision-making and lead to better outcomes