The challenge
High-end service depends on a professional attitude that combines attention, discretion and adaptation without making assumptions about the guest.
What we work towards
- Identify the components of professional conduct and distinguish a guest’s needs from their wishes.
- Listen, observe and anticipate while using known and understood guest information appropriately.
- Adapt verbal, paraverbal and non-verbal communication to the person and the situation.
Inside the programme
01
Understand excellence in service
Work on empathy, human values, personalisation, anticipation and implicit expectations in prestige and luxury settings.
02
Observe and personalise
Develop attentive listening, observation and discreet recognition, including appropriate use of the guest’s name.
03
Adapt across cultures
Examine international etiquette and culturally aware communication for foreign and VIP guests without claiming one universal standard.
Built around your operation
Reference format: 1 day (7 hours). Distance delivery is available.
A few useful answers.
Does this course award a named luxury certification?
No. The course does not include a named external standard or certification.
Does personalisation mean assuming preferences?
No. The work is based on listening, observation and information that is known and understood, with discretion and professional boundaries.
Does the course guarantee guest loyalty?
No. The course develops service behaviours that can support guest loyalty, without guaranteeing a result.