Hotel Finishing School

Key Learning

The Hotel Finishing School brings the manners, values and standards of the golden age of hospitality and brings them into the 21st century for the modern front of house teams of today.

What You Will Learn
  • Creating Perfect Guest Experiences
  • Arrival Experience & First Impressions
  • Communicating Effectively
  • Personal Presentation & Image
  • Body Language & Non Verbal Communication
  • Being a Perfect Host
  • Dealing with International Clients
  • Making Polite Conversation
  • Correct Language
  • Complaint Handling & Upset Guests
Course: Hotel Finishing School
Course Duration: One Day
Location: Onsite at client location
Class Size: 8-16
Old world polish with a modern shine.
Returning to a Golden Age of Hospitality

So much thought and effort goes into ensuring that your hotel creates the correct balance of atmosphere and comfort. The furniture is elegantly arranged, the menu perfectly balanced, the staff uniforms thoughtfully chosen, everything looks perfect.

As your guest glides through the door, everything about your hotel creates a sense of calm and excited anticipation. Todays discerning guest wants the ladies and gentlemen who work in your hotel to understand their lifestyle and their needs. You have mastered the surroundings, you have wrapped your guests in a cocoon that is welcoming, elegant and chic. Then the whole illusion is shattered by a front of house employee who says “Hi! Are you ok?”.

The Hotel Finishing School brings the manners, values and standards of the golden age of hospitality and brings them into the 21st century for the modern front of house teams of today.

For Four & Five Star Hotels

The Hotel Finishing School was born out of the need to create a training course that brought front of house staff in four and five star hotels back to the basics of guest interaction.

For many of the younger staff entering the hotel industry today, social interaction such as making polite conversation, using professional language and creating a confident impression is no longer second nature as it used to be in the past.

On-site at your Hotel

In today’s environment of social media, text speak, casual and laid back interaction, the world of the professional and polished four and five-star hotel can be an alien environment.

The Hotel Finishing School takes place on-site at your hotel, the course is fast becoming an incredibly popular addition to many hotels on-going training schedules.

Interactive & Experiential

The Hotel Finishing School is an experiential and fun half-day course and uses an interactive, group led style of teaching.

There are lots of group exercises to keep the staff engaged and activities to help the attendees get more comfortable with one another and participating to the fullest.

I am on Stage

The Finishing School takes the premise of “being on stage”, once your staff arrive at work, put on their uniform and clock in, they take on a persona and role to ensure your guests have an incredible and unforgettable experience.

The course then moves on to grooming and personal presentation, how to act in public, being aware of our surrounding and anticipating guest needs.

The Language of Luxury

An essential part of the Hotel Finishing School is the “Language of Luxury” section. This focuses on the “Bad” words we use every day through habit and replaces them with good words for example replacing “no problem” with “my pleasure” or replacing “yes” with “certainly”.

The Finishing School also touches on movement and deportment; we don’t make the staff walk with books on their heads but we do discuss how important proper posture is.

Dealing with Upset Guests

The course also discusses “Dealing with difficult or upset guests”. In this section we discuss guest complaints and what they mean to the hotel together with how to turn a bad experience around.

We explore how a guest with a challenge is the perfect opportunity for the staff member dealing with it to shine by turning an unhappy guest into a loyal guest who will go out and spread great comments about the hotel.

Course Enquiry