Our training modules
Training objectives
To begin with, let's define together what our training objectives will be in terms of customer relations in the hotel industry
-
To make staff in contact with customers aware of the importance of savoir-être skills
-
Implement savoir-être skills at all times when dealing with customers in all departments of the hotel
-
Integrate excellence in customer relations
Our overall objective is to achieve a perfect balance between savoir-être soft skills and the existing know-how of your teams, the two sides of the same coin meaning success, sustainability and customer loyalty.
Our short modules
It should be noted that our six modules each represent 24 hours of training, spread over three days (2+1) or two days (16 hours) if you prefer due to scheduling constraints.
Our long-term modules
For our partners and customers overseas or abroad, where a trainer cannot envisage travelling for just two or three days, a special module is also available. It lasts ten or twelve days and combines theory and practice for all the hotel's customer-facing departments.
Our Excellence Offer
A special service, including a mystery-visit of your hotel, just before the training! In fact, the trainer arrives at your hotel in the guise of a mystery-visitor and reveals all about himself before the training begins. During the course, the trainer will be able to use the positive and negative examples from the mystery-visit in a very lively and effective way. The Excellence Package is available in short and long modules.
Training audiences
The target audience for our training modules represents all your staff in contact with customers, in all departments of your hotel.
Six 24h training modules (including a general one) cover all the needs of your hotel departments:
SEH001: for all hotel staff (reception, catering, floors, spa, security)
SEH002: reception (head of reception, receptionists, baggage handlers, cashiers, guest relations, concierges, etc.)
SEH003: catering (restaurant, bar and room-service managers and staff)
SEH004: floors (housekeepers, chambermaids and valets, team members, etc.)
SEH005 : spa (manager, reception and cabin staff)
SEH006 : security (security chiefs and agents)
Please, the english version of these brochures is available on request.
One specific brochure(SEH007) for long-term modules (10 days) is also available for French or foreign hoteliers who prefer this option.
You can download our brochures under the Brochures tab. A training module sheet is also available on request: it will give you all the information on the training course you want,
If any of your trainees has a disability, please let us know so that we can adapt to your specific needs. A disability advisor will be happy to help you.
Duration of the course
Our six modules each represent 24 hours of training, spread over three days (2+1). If you prefer, the training can be reduced to two consecutive days.
We observe a period of fifteen days between the second and third days of training to allow trainees to be able to radiate their soft skills during this period and to see for themselves the difference that these new behaviours make with their clients. The third day is practical, allowing the trainer to talk individually with each trainee at their place of work, to share anecdotes, to finalise advice and finally to be able to carry out very objective evaluations.
We emphasise the theoretical side of the training during the first two days with the addition of quizzes, group work and role plays that reproduce the real and everyday situations that arise in a hotel.
A coffee break is provided every morning and every afternoon and the lunch break lasts one hour. The trainer is available to trainees during breaks or after the training day for specific questions.
If your hotel is located overseas or abroad, the training duration is longer: a duration of ten or twelve days (starting with a two-day mystery visit if you wish) is recommended.
Training deadlines and locations
Our training courses for in-house participants are face-to-face and take place at your hotel, according to the criteria explained on our training module sheet, which is at your disposal. The completion time, after receipt of the agreement signed by you and the 50% deposit, is set at a maximum of 15 days.
Our inter-hotel training courses are advertised on this website and on our social networks. They are announced with thirty days' notice.
Trainees selection
No prerequisites are required for our training courses.
Before the start of the training course, a questionnaire for positioning the trainee. is given by the hotel. This form, allows the trainer to find out more about each trainee and to open their file. The questions asked of the trainee include the date of starting work at the hotel, the number of years of experience, their expectations of the training, their knowledge of savoir-êtrel skills, an assessment of their level, and their objectives in relation to the training.
All these details about the expectations and experience of each trainee are important for the trainer, who uses them to gain a better understanding of the trainee and respond more precisely to their aspirations.
Teaching methods and resources
Teaching methods:
-
PowerPoint presentation of the training programme
-
Alternating theoretical input and practice.
-
Role-playing in the world of hospitality with trainer and between participants
-
Formative assessment (initial, intermediate and final quizzes)
Teaching resources:
-
Course booklet sent to each trainee via QR Code
-
Quality Charter, printed, hand-delivered to the hotel establishment, signed by the trainees who have themselves defined the articles of the document and make a commitment to their General Management.
The trainer
The international career of Éric ALAUZEN, founder of EA Pro Nantes Formation and sole trainer (we do not recruit subcontractors) has always combined communication and training, with long experience in the hospitality industry, in positions as Director of Communication or Training for hotel groups.
Eric is a keen traveller and a curious person. He developed these soft skills modules for the hotel industry at a very early stage, based on his own observations, and has been constantly updating them for many years. He successfully ran these training courses in Uganda and Egypt, as well as in England and France. Most recently, in 2024, in Senegal and Tunisia...
He also gives conferences on professional savoir-être skills, writes articles on the subject in professional journals and, at the beginning of his career, was a savoir-être skills teacher in two hotel training institutes.
The assessment methods
The evaluation of knowledge/skills, enabling the achievement of the educational objectives to be measured, will take the form of:
-
Quizzes (at the beginning of the second and third days)
-
Oral reflection exercises
-
Role plays and simulations
-
A one-to-one assessment interview in the workplace
The courses lasting 10 days are subject to the same evaluation process.
The training is assessed by the trainees and the beneficiary institution/funding organisation by means of questionnaires submitted at the end of the training.
Acquired knowledge and skills are validated by means of an end-of-training certificate.