3 Day Program
This program covers the aspects of the key elements for providing true luxury service to discerning guests. Ideal for teams that aspire to deliver world-class service within the luxury hospitality environment, incorporates plenty of hands-on inclusions, such as our well-recognized fun but seriously effective WOTIF sessions, practical involvement and great team motivation!
P . U . L . S . E
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PERFECTING ULTIMATE LUXURY SERVICE EXPERIENCES
1 The Habits of Great Service
• Verbal and non-verbal communication
• Anticipation based on wisdom
• Defining the luxury standards
• The importance of using the guest's name
• Exceptional welcomes and fond farewells
2- Creating your own luxury service‘brand’
• Cultivating and nurturing your personality
• Being emotionally intelligent
• Building rapport with guests. It all comes down to one word
HOSPITALITY!
• Connecting and engaging emotionally with guests
• Talking ‘small talk’
• Personal branding – recognizing one’s own wisdom and clarity
3- Understanding luxury service
• Elements of luxury
• Your purpose – your service
• Luxury mind-setting
• Moments of luxury
4- The Spiritof Generosity
▪ Dealing with unhappy guests
▪ The Ultimate service recovery
▪ Personalizing the recovery through emotional connection
▪Using kindness as a technique to ensure guest's positive experience
5. The Ultimate Service Experience
• The Guests journey
• Identifying what lies beneath guest's emotional condition at given time
• Guest Service vs Guest Experience?
• Creating and crafting perfect moments
P . U . L . S . E
PERFECTING ULTIMATE LUXURY SERVICE EXPERIENCES
INSPIRING LEADERSHIP 2-Day Program
This program reflects the Leadership qualities required for leading teams providing the ultimate luxury service to discerning guests. Eminently suitable for Leaders to develop skills and qualities to maximize their team's performance and drive the results of their teams. Ideal for motivating Leadership Skills that aspire to deliver world-class service within the luxury hospitality environment, incorporates plenty of hands-on inclusions, such as our well-recognized fun but seriously effective WOTIF sessions, practical involvement and great team motivation!
1 Mindful Leadership
• Lead your own life first
• Uncover hidden strengths and recognize your leadership style
• Gaining confidence with your own personal style
• Influencer, motivator, transformer or charismatic?
• Taking responsibility for your leadership brand
• Lead and inspire others with wisdom and clarity
2- Luxury Mindset
• Defining the luxury standards for your team
• Increase emotional intelligence by understanding core
tendencies, natural sensibilities and awareness of strengths
• Bringing in kindness and empathy as tools for leadership
• Creating your ‘presence’
• How are you training your team?
3- Leading And Managing The Luxury Experience
• Using your leadership to maximize your team's performance
• Living the values: respect, courage and integrity
• Lead and inspire others to action and success
• Measuring success and feedback skills
4- Inspiring Luxury Towards The Ultimate Service Experience
• Creating the luxury culture
• Taking time to think and plan luxury guest experiences
• Leading moments of luxury
• Lead your team by cultivating creativity