Every programme, from first impressions to a lasting culture.
Each programme is delivered on-site and tailored to your property, your guests and your team. Open a programme below for who it's for, what your team will leave able to do, and how it's delivered. Then request a proposal.
The Training Menu
Each programme is tailored to your property, your guests and your team.
Service Excellence Foundations
The etiquette, language and rhythm of world-class guest service: greetings, anticipation, complaint recovery and the small rituals guests remember.
Programme details
- Who it's for
- Front-line hospitality staff: hosts, waitstaff, housekeeping and guest-facing teams new to formal service standards.
- Your team will leave able to
- Greet and read guests with confidence, adapting tone to the moment
- Anticipate needs before they're voiced, rather than reacting to requests
- Recover gracefully from complaints and service slips
- Apply consistent etiquette across every guest touchpoint
- Format
- Delivered on-site, in your working environment
Front-of-House & Reception
Check-in to check-out: first impressions, telephone and written etiquette, guest handling under pressure, and presentation standards.
Programme details
- Who it's for
- Reception, concierge and front-desk teams responsible for a guest's first and last impression.
- Your team will leave able to
- Run a check-in and check-out that feels effortless to the guest
- Handle telephone and written correspondence with polished, on-brand etiquette
- Stay composed and solution-focused under pressure at the desk
- Maintain presentation and grooming standards consistently
- Format
- Delivered on-site, in your working environment
Food & Beverage Service
Table service to international convention: sequence of service, wine and beverage handling, upselling with grace, and dining-room discipline.
Programme details
- Who it's for
- Restaurant and banqueting waitstaff, sommeliers-in-training, and dining-room supervisors.
- Your team will leave able to
- Execute a correct sequence of service to international convention
- Handle wine and beverage service with confidence and correct technique
- Upsell menu items and pairings without pressure or awkwardness
- Maintain dining-room discipline and table presentation under volume
- Format
- Delivered on-site, in your working environment
Leading a Service Culture
For managersFor supervisors and owners: setting standards, coaching daily, measuring guest satisfaction and keeping excellence alive after we leave.
Programme details
- Who it's for
- Hotel and restaurant supervisors, department heads and owners responsible for sustaining service standards.
- Your team will leave able to
- Set clear, measurable service standards for a team
- Coach staff day-to-day rather than relying on periodic training
- Measure guest satisfaction and act on the results
- Keep service excellence alive long after the training ends
- Format
- Delivered on-site, in your working environment
Ready to bring this standard to your team?
Tell us about your property and we'll recommend the right programme mix.
Start the conversation