What
Managers
Receive
Micro-Coaching
Step-by-Step Guidebook: A clear, actionable playbook on what to do daily, weekly, and monthly to maintain guest experience excellence.
Coaching Practices: Techniques to guide their teams with one-to-one and on-the-job feedback (mirroring the 30% coaching, 70% OJT model).
SOPs: Installed practices that make guest experience part of daily operations (briefings, checklists, recognition moments).
Sustainability Strategies: Methods to track progress, correct deviations, and reinforce positive behaviors.
Leadership Behaviors: How to inspire staff, make them feel accountable, and ensure that turnover doesn’t affect guest satisfaction.
EXPERIENCE LEVEL III
You receive a 2-week leadership program designed to empower Heads of Departments with the tools, strategies, and daily practices to sustain the guest experience culture created in Levels 1 and 2. The goal is consistency: ensuring that once our training team steps away, the hotel continues to deliver the same level of emotional connection and genuine hospitality — every single day, with every single guest.
What You Learn
Who You Are Is How You Lead
Leadership identity, presence, trust-building habits, tone setting.
01
Leading with Energy & Rhythm
Morning briefings, shift transitions, and how to set the emotional pace.
02
Managing the Guest Experience Flow
Balancing team dynamics with real-time guest needs.
03
Correction Without Fear
Giving behavioral feedback without creating stress or resistance.
04
Guest Recovery with Confidence
Leading team moments during service failures, complaints, or delays.
05
Supervising Consistency
Creating visible and invisible standards of excellence across departments.
06
Emotional Intelligence on the Floor
Decoding team stress, tension, and personal resistance to feedback.
07
Sales Support & Brand Ownership
How to support commercial objectives through non-sales roles by reinforcing brand value in every interaction.
08
Empowered Leaders
Managers who know how to keep their teams aligned and inspired.
09
Public Speaking & Coaching Skills
Leading briefings, delivering team coaching sessions, and building internal influence.
10
Consistency of Guest Experience
Making every guest truly feel at home, every day.
11
Long-Term Culture
Not depending on individuals, but embedded into the culture.
12
Coaching Component
“Your team doesn't follow what you say. They follow how you show up.”
One-on-one coaching sessions to explore the silent traits that shape how each participant is perceived.
Leadership Identity Calibration
“True authority is how calm you stay when others lose it.”
Coaching on how to shift tone, pause before reacting, and lead without triggering defense.
Communication Under Pressure
“Your influence is built in small moments, not big speeches.”
Each participant maps their internal sphere of influence , identifying when they lead well, when they disappear, and how to reinforce trust through daily behavior.
Influence Mapping for Leaders
“If you can read your team, you can lead your team.”
Coaching on how to read team energy, decode emotional resistance, and adjust coaching strategies for different personalities.
Emotional Decoding of Team Behavior
Our Story in Numbers
+6k
Hours of Training Delivered
+1k
Young Professionals Empowered
100%
Employer Satisfaction
100%