Emotional Engagement to Deliver an Upscale Guest Experience

This operational training is distinctive in that it focuses on emotional engagement with guests. Departments that can be included are Housekeeping, Concierge, Bar and/or Lounge, Restaurant, Room Service, Reservations, Front Desk, and Spa. The training day begins with a general session for all departments, and the remainder of the day is divided into time slots for each department. The training is interactive, practice-oriented, and takes place in the hotel’s various spaces—such as guestrooms or the restaurant—in order to work on real-life situations.

“Tailor-made” option

The trainer will arrive incognito the day before the training to conduct a mystery-guest evaluation of the hotel arrival experience, Housekeeping, and one of the hotel’s restaurants or bars. The findings from this mystery visit will provide concrete examples for the training day. In addition, the trainer will be available to Management for a 30-minute debrief to share her observations from the mystery
visit.