Signature package
Before and after mystery visits, three workshops and floor coaching across departments.
Find out moreHotels
Guest experience training for hotels
From the first email to the final farewell, every department shapes your guest's stay. We help hotel teams deliver one consistent, polished experience across every shift and every touchpoint.
The challenge
What we hear from hotels
These are the problems that cost reviews, repeat visits and good people. They are also the ones that respond best to practical, on site training.
- Service that varies between departments, shifts and team members
- Reviews that praise the room but mention the welcome, the wait or the attitude
- Seasonal and agency staff who never learn your standards properly
- Returning guests who are not recognised or remembered
- Heads of department promoted for skill, never trained to lead
How we help
Recommended for hotels
The Art of Welcome
Arrival, recognition and farewell for reception, concierge and restaurant teams.
Find out moreLeading Great Service
For heads of department and duty managers who set the standard on every shift.
Find out moreGuest journey mapping
Your standards written down from booking to checkout, ready to train.
Find out moreWho we train
Roles we work with
We train guest facing teams and the leaders who set the standard, together or separately.
- Reception and front office
- Concierge and guest relations
- Reservations and events
- Housekeeping
- Restaurant, bar and room service
- Night and duty managers
- Heads of department
Why it matters
The cost of getting service wrong
52%
Annual staff turnover in UK hospitality, more than three times the UK average of around 15%
Source: CIPD analysis of ONS data
32%
of customers will walk away from a brand they love after just one bad experience
Source: PwC, Experience Is Everything
16%
more is what customers will pay for a great experience
Source: PwC, Experience Is Everything
94%
of employees would stay longer with an employer that invests in their development
Source: LinkedIn Workplace Learning Report
Questions
Common questions
Can you train several departments together?
Yes. Mixing departments is often the fastest way to fix handovers between teams, because everyone sees the stay through the guest's eyes.
Can you work around shift patterns?
Yes. We can split sessions across mornings and afternoons, or run repeat sessions so night and weekend teams are included.
Do you work with hotel groups?
Yes. We build bespoke programmes for groups, with consistent standards and reporting across every property.
Training for hotels, built around your venue
Tell us about your business and what you would like to improve. We will reply within one working day to arrange a free, no obligation conversation.