Guest experience training for hotels.
Every DolceVita programme is individual and tailored: one participant at a time, with content calibrated to their own competencies — online, or on your own floor during real service. I measure where your service stands before anyone is trained, and again ninety days later, so the change shows up in your own numbers rather than being asserted.
Want the complete guest-experience transformation — journey design, bespoke standards, and training delivered on your floor, in live service? Discover the Guest Experience Quality Assurance →
Service & guest experience programmes.
Ten programmes covering service, leadership and standards.
Service consistency across shifts
Service that is excellent on Tuesday and ordinary on Sunday, because the standard lives in particular people rather than in the operation.
Complaint handling and service recovery
The moments that decide a review: a complaint, a mistake, a guest who is already angry before anyone speaks to them.
Revenue left at the desk
Rooms that could have been sold higher, and the late checkout, the table and the transfer nobody offered — at the one moment the guest was able to say yes.
Holding the standard on the floor
For heads of department who set the standard — and who are the reason it survives a shift change, or doesn't.
I measure your service before I train anyone, and again ninety days later.
You get the comparison in writing — something you can put in front of an owner.
Why service slips
Turnover leaves you with a permanently half-new team. The standard lives in whoever happens to be on shift rather than in the operation, so service is excellent on Tuesday and ordinary on Sunday. The score drifts. Then someone asks why.
Engagement structure
Baseline — €1,600
Before any trainingBefore anyone is trained. I read what your guests already say in public — rating, twelve-month trend, and what the complaints are actually about — and spend a day on your floor across shifts, scored against a defined standard. You receive the baseline document. Credited in full against whatever follows.
You receiveThe baseline document, with the floor assessment
The programmes the baseline prescribes
2 days for frontline · 5 for heads of departmentIndividual throughout, one participant at a time: two days for frontline teams, five for heads of department. Chosen by what the baseline found.
You receiveThe programmes the baseline prescribes, delivered one-to-one
Re-measured at ninety days
At ninety daysI read the public data again, the same way, and hand you a written before-and-after. That is included. Add a return day on your floor for €799 and the comparison is verified in your own building, not only in your reviews.
You receiveA written before-and-after on the same indicators
Two readings, and the gap between them
One from outside — what your guests say in public. One from inside — what actually happens during service. Neither needs you to open your books. The gap between them is the diagnosis:
Both good
you do not need me, and I will say so.
Reviews still good, floor inconsistent
the drop is already coming. You cannot see it yet, and this is the most useful thing I can tell you.
Reviews poor, floor fine while I am watching
it is not the standard. It is the shifts nobody observes, or it is not service at all.
Both poor
straightforward, and now properly scoped.
What I will not promise
A turnover number. Retention depends on pay, rota and management, and I do not see your HR data. I address the cause — a standard that survives a shift change — and I measure only what I can actually see.
When the standard needs writing — or updating
Whether you are opening and the standards do not exist yet, or you have them and they no longer match how the property actually runs, this is not a training problem. The work is writing them, putting them on the floor, and making them hold. That is a 30 to 90 day engagement at €799 per day, not a two-day course.
Guest Experience Quality AssuranceBefore any programme, a conversation and a first assessment.
Ten programmes is not a menu to pick from cold. The consultation reads the property first, and what follows from it is named: which programmes, for whom, in what order — or that the standards themselves are the problem, and no course will fix that.
the first consultation, credited in full
- A first assessment of where your service stands today
- Which programmes apply, to whom, and in what order — or that this is standards work rather than training
- What it would cost and how long it would take, before you commit to anything
- The baseline to measure against, so at ninety days the change is shown rather than claimed
Programmes themselves are €275 per person, €399 per leader per day, or €799 per day where the work is the property's own standards.
The €399 is credited in full against any programme or engagement started within 90 days.