Our downloadable brochures
Hotel Savoir-Etre skills training
Long course (10 or 12 days)
General Hotel Savoir-Etre
Brochure in French and English
For hotels located abroad or overseas to which our trainer cannot travel for just two or three days, our firm has developed this ten-day or twelve-day training module, with or without an initial mystery visit, depending on your choice, to enable you to instil effective savoir-être skills in all your staff in contact with customers, through theoretical and practical training.
Trainings can be animated both in French and English.
For hotels located abroad or overseas to which our trainer cannot travel for just two or three days, our firm has developed this ten-day or twelve-day training module, with or without an initial mystery visit, depending on your choice, to enable you to instil effective savoir-être skills in all your staff in contact with customers, through theoretical and practical training.
Trainings can be animated both in French and English.
Short course (2 or 3 days)
General or departmental hotel savoir-être
English versions of these brochures are available on request
During three days of eight-hour theoretical and practical training, with role-playing, simulations, questionnaires and brainteasers, your teams in contact with customers will learn or relearn the importance of their behaviour and attitudes towards their customers. By the end of the training course, they will be convinced that every moment of guest contact must be characterised by perfect savoir-être skills in all circumstances, and through the excellence of their customer relations, they will become the true ambassadors of your hotel business.
Performance index of the last training course held in Loire Atlantique on 4 and 5 December 2023 -
17 January 2024
100% of participants expressed their satisfaction
100% of participants felt they had acquired or were in the process of acquiring new knowledge
Number of participants: 13
The reception area is always the living image of your customers' first and last impressions. So you might as well take care of this image by ensuring that your staff have all the assets of perfect interpersonal skills on the phone or in person or in stormy weather when the customer is dissatisfied. This training course will scrutinise every type of customer contact with your employees (reception, checkout, concierge service, guest relations) and your customers to teach them how to create, everywhere and in all circumstances, an exceptional customer relationship and moments of exchange that build loyalty.
Performance index of the last training course held in Dakar, Senegal, from 19 to 30 July 2024
100% of participants expressed their satisfaction
100% of participants felt they had acquired or were in the process of acquiring new knowledge
Number of participants: 36
Catering is diverse: it encompasses your restaurants, your bars and room service. It is essential that all your teams demonstrate exemplary savoir-être skills, from the moment a reservation is made (table/room service) and in the many situations (customer moments are long in catering) with which they are confronted, including on the telephone and when dealing with complaints. Training in customer relations in the restaurant trade will enable them to meet and exceed all your customers' expectations and to build their loyalty through exemplary and outstanding savoir-être skills throughout the service, whether in the restaurant, bar or room service.
Although less in the spotlight, the housekeeping service remains absolutely important in how your guests perceive your hotel. In addition to know-how and cleaning quality, the savoir-être skills of your housekeeping teams are essential. Indeed, they are the only hotel staff who enter the privacy (the bedroom and bathroom) of your guests. Housekeeping savoir-être skills also mean knowing how to enter a room, behave in a corridor, manage a trolley and respond to a complaint. In a word, radiating excellent guest relations may be less noticed, but is just as important.
The job of security guard is undoubtedly one of the most sensitive in the hotel industry. Responsible for ensuring the security of the hotel, its property and its guests, they must enforce strict instructions that must be understood and accepted by the customer. To do this, the security personnel must have perfect savoir-être skills and be well-trained, especially when dealing with aggressive people or extraordinary situations. Diplomacy but firmness, respect for instructions but openness to dialogue, self-control: the comprehensive training will cover all the possible situations that hotel security staff may face and will strengthen the sense of guest relations at all times!
If your hotel offers its guests a spa (or thalassotherapy centre), it goes without saying that you must ensure not only the technical expertise of its teams, but also their savoir-être skills in a context where the customer, in search of letting go, wants only well-being and pampering. From the moment the client is welcomed, and then in the treatment room, the behaviour of the receptionist or practitioner must reflect all the qualities of exemplary savoir-être skills, distilling an excellence in customer relations combining discretion, active listening, a sense of service and empathy so that the client has a memorable spa experience and spreads the word about these exceptional moments... For a local clientele, this savoir-être skill is essential for building loyalty.
Mystery Audits (hotels and airplanes)
English versions of these brochures are available on request
A mystery visit to your hotel will allow you to experience first-hand the experiences that your customers have throughout their stay with you! More refined than a satisfaction questionnaire and more objective than a comment on a specialised site, often written under the influence of emotion, the mystery visit provides you with information on the strengths and weaknesses of guest relations within each department of your hotel. Carried out by a professional hotel expert, the mystery visit can also be used to build an architecture to a training plan that will perfectly meet your improvement needs.
Do the airlines, which operate hundreds of flights every day on routes of varying distances, really know what happens during a flight between passengers and cabin crew? The same question applies to ground staff when passengers check in, board or collect their luggage. Our mystery passenger, who is first and foremost a frequent traveller and perfectly experienced in mystery audits, will be able to give you an accurate and objective snapshot of the quality of the passenger experience from check-in onwards. The report you will then receive will enable you to correct any weaknesses identified and draw up an appropriate training plan.