Polished Experience

Signature workshops

Customer service and guest experience workshops, delivered at your venue

Private, practical workshops for luxury hotels, fine dining, members' clubs, spas and premium retail. Every session is shaped around your guests, your house style and your standards, at a fixed price agreed up front.

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Included as standard

Every workshop includes

A planning call

We learn about your guests, your team and what you want to change before we design anything.

Your scenarios

Role plays and examples built from real moments in your venue, not a generic script.

A written summary

What we covered, what we noticed about your team and recommended next steps.

Certificates

A certificate of completion for every team member who takes part.

The workshops

Choose the workshop that fits your team

The Art of Welcome

£895

5 hours · Up to 12 team members · At your venue

The moments guests remember most: the first thirty seconds, needs anticipated before they are spoken, and the farewell that brings them back.

What we cover

  • What guests notice in the first thirty seconds, and how to own it
  • Reading the room: body language, mood and unspoken needs
  • Personal recognition and remembering returning guests
  • Explaining waits and delays so guests feel looked after
  • The farewell: the final impression that drives reviews and return visits

Who it is for

Front of house, reception, host and guest facing teams who want every arrival and departure to feel personal.

What changes afterwards

Warmer, more confident welcomes from every team member, not just your natural hosts.

Book The Art of Welcome

Confident Communication

£1,150

6 hours · Up to 12 people · At your venue

Polished presence for teams who serve discerning guests. Tone, posture, eye contact, natural conversation and graceful service recovery.

What we cover

  • Eye contact, posture and tone: how confidence looks and sounds
  • Starting and ending conversations naturally
  • Recommending with genuine enthusiasm, without the hard sell
  • Graceful service recovery when something goes wrong
  • Practice in realistic scenarios from your own venue

Who it is for

Teams who know what to do but lack the confidence to do it naturally, especially younger team members early in their careers.

What changes afterwards

Team members who come across as warm and assured, not awkward or uninterested.

Book Confident Communication

Service Ready

from £1,250

6 hours · Up to 15 new starters · At your venue

Your house standards, learned properly before the first shift. Ideal for openings, relaunches and seasonal intakes.

What we cover

  • Your service steps and house standards, made simple to follow
  • What great looks like in your venue, and why it matters
  • Product and venue knowledge guests will ask about
  • Working as a team when it gets busy
  • Confidence building practice before they face real guests

Who it is for

New team members joining for an opening, a relaunch, a new season or a busy period.

What changes afterwards

New starters who match the experience your regular guests expect from day one.

Book Service Ready

Leading Great Service

from £1,450

Full day · Leadership team up to 8 · At your venue

For general managers, heads of department and supervisors. Setting the standard, coaching on the floor and keeping your best people.

What we cover

  • Setting a clear standard your team can see and follow
  • Coaching on the floor during live service
  • Giving feedback that lands and recognition that motivates
  • Running briefings that lift the whole shift
  • Keeping good people in a market where everyone wants them

Who it is for

General managers, heads of department, duty managers and supervisors, including those recently promoted.

What changes afterwards

Leaders who protect your standards every shift, whether or not you are in the building.

Book Leading Great Service

Booking

How booking works

  1. 01

    Free conversation

    A short call or visit to understand your venue, your team and what you want to improve.

  2. 02

    Written proposal

    A clear recommendation, a fixed price and suggested dates, confirmed in writing.

  3. 03

    Tailoring

    We build your scenarios and agree what success looks like before the day.

  4. 04

    Delivery and summary

    We deliver at your venue, then send your written summary and next steps.

Practical details

Designed to fit around service

We know you cannot close for a day of training. Workshops can run before opening, on a quieter day or across two shorter sessions, and we will work around your rota.

  • Where we deliverSussex, Surrey, Kent, London, Berkshire and Hampshire, with travel included. Further afield on request.
  • Group sizesUp to 12 for most workshops, 15 for Service Ready and 8 for Leading Great Service, so everyone practises.
  • Larger teams and groupsRunning the same workshop for several groups or sites? We build a bespoke package at a fixed price.
  • Keynotes and away daysAvailable on request for conferences, team days and leadership events.

Want results that last beyond one day?

Our packages combine workshops with floor coaching and mystery visits, at better value than booking separately.

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Book a workshop for your team

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.

Book a free conversationView packages