"Taking customer service to the next level"

Classes are customized for each property and therefore are relevant and up-to-date to address your current and specific needs. All topics have recently been revised and updated and many new classes have been added.

We are able to provide every participant with personal attention through small class sizes of 8 to 15 people (or to suit).

Training sessions retain participants’ attention through PowerPoint, DVDs, case studies, role plays and experiential exercises, accompanied by appropriate handouts for each topic. Handouts and training information become the property of the client hotel, resort, spa, restaurant or golf club.

Topics and classes for Line Employees and their Managers:

  • The Evaluation Process: AAA Diamond Award, Mobil Star Award, Richey, Mystery Shoppers
  • GUEST Relations
  • Dealing with Difficult Guests
  • The Spirit of Hospitality
  • Telephone Etiquette
  • Train the Trainer for Department Designated Trainers
  • Conflict Resolution and Team Problem Solving
  • Maintaining a Positive Attitude in Times of Change
  • Upselling Skills for Front Office
  • Upselling Skills for Food and Beverage
  • Housekeeping Sessions: ex. Clean Drinking Glasses, Bedbug Awareness

Topics and classes for Supervisors and Managers:

  • Behaviour Based Interview Skills
  • Conducting Effective Performance Appraisals
  • How to Write Training Manuals and Lesson Plans
  • Train the Trainer for Managers
  • Maintaining a Positive Attitude in Times of Stress
  • Service Quality: A Systems Approach

Leadership Development for Managers and Supervisors

A ten-part series of classes, four hours per session (these modules can also be delivered as individual sessions)

  • The Art of Being a Manager/Coach
  • Perceptions in the Workplace and Motivation
  • Communication Skills
  • Developing Positive Assertiveness and From NO to YES
  • Interview Skills and Hiring Procedures
  • Coaching, Counselling and Effective Discipline
  • Managing Conflict and Conflict Resolution
  • Teamwork and Group Problem Solving
  • Time Management
  • Stress Management and Life Balance Awareness

Continue the training yourself!

Would you like your own people to continue the training after we’re through? We will train your Human Resources or Training Department team members to deliver our classes.

They will attend a Train the Trainer session and also one or more sessions of the specific topic they are to train. We will attend and coach their first solo session.

We will provide all lesson plans, handouts, PowerPoint presentations, games instructions, etc., which become the property of the hotel, resort, spa, restaurant or golf club, and may be revised or changed according to their future needs.