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Best for venues ready to transform culture, guest service, and operations with a fully tailored approach. This package takes a hands-on, immersive approach to training, providing your team with the tools, strategies, and confidence to deliver a consistently elevated guest experience. Every aspect of the program is customized to your venue, ensuring it addresses your unique challenges and opportunities.
This package includes the Secret Shopper Audit, plus two full days of onsite training customized to your venue’s needs, including:
Full guest experience curriculum
Activities, scenarios, and exercises created specifically for your site
Guest flow examination workshop
Service recovery alignment
On-stage behavior workshop
Leadership alignment session
Operational walkthrough of the venue
Additional deliverables include:
90-day training plan
Daily briefing templates
Behavioral standards guide
Your team will leave with a cohesive, venue-specific culture and the skills to deliver a consistently elevated guest experience across every touchpoint.
Key Points:
Foundations of Guest Service: Understand what guest experience really means and why every interaction counts.
Greeting Guests: Master the 10/5/3 framework to create positive first impressions consistently.
Communication Skills: Learn to adjust messaging for adults, children, and diverse audiences, including using guest-friendly language.
Professional Appearance & Approachability: Present a polished, approachable image that builds trust and comfort.
Going the Extra Inch: Encourage small gestures that make a lasting impact on guest satisfaction.
Verbal & Non-Verbal Communication: Apply effective tone, body language, and micro-connections to engage guests.
Operational Awareness: See the space through the guest’s eyes to improve flow, visibility, and service consistency.
Customer Service vs. Hospitality: Understand the differences.
Practical Scenarios & Applications: Realistic examples that prepare staff for the everyday challenges of busy public venues.
Price includes travel and accommodation.
Invoices available upon request.
Tax exempt? Please contact us directly.
Please note additional fees may apply for international travel.
Best for venues ready to transform culture, guest service, and operations with a fully tailored approach. This package takes a hands-on, immersive approach to training, providing your team with the tools, strategies, and confidence to deliver a consistently elevated guest experience. Every aspect of the program is customized to your venue, ensuring it addresses your unique challenges and opportunities.
This package includes the Secret Shopper Audit, plus two full days of onsite training customized to your venue’s needs, including:
Full guest experience curriculum
Activities, scenarios, and exercises created specifically for your site
Guest flow examination workshop
Service recovery alignment
On-stage behavior workshop
Leadership alignment session
Operational walkthrough of the venue
Additional deliverables include:
90-day training plan
Daily briefing templates
Behavioral standards guide
Your team will leave with a cohesive, venue-specific culture and the skills to deliver a consistently elevated guest experience across every touchpoint.
Key Points:
Foundations of Guest Service: Understand what guest experience really means and why every interaction counts.
Greeting Guests: Master the 10/5/3 framework to create positive first impressions consistently.
Communication Skills: Learn to adjust messaging for adults, children, and diverse audiences, including using guest-friendly language.
Professional Appearance & Approachability: Present a polished, approachable image that builds trust and comfort.
Going the Extra Inch: Encourage small gestures that make a lasting impact on guest satisfaction.
Verbal & Non-Verbal Communication: Apply effective tone, body language, and micro-connections to engage guests.
Operational Awareness: See the space through the guest’s eyes to improve flow, visibility, and service consistency.
Customer Service vs. Hospitality: Understand the differences.
Practical Scenarios & Applications: Realistic examples that prepare staff for the everyday challenges of busy public venues.
Price includes travel and accommodation.
Invoices available upon request.
Tax exempt? Please contact us directly.
Please note additional fees may apply for international travel.