Guest Experience
Transformation Plan
Your branded training solution for consistent performance.
No extra workload. No overwhelm.
Is your frontline team service consistent — or you depend on your top performers?
The real reason service is inconsistent isn’t motivation or attitude — it’s missing structure and skills alignment.
Ask yourself
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lack of product knowledge hits revenue while technical mistakes ruin all other efforts
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confusion in procedures in key service touchpoints is one of the reasons for inconsistency
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missing problem handling skills result in lost guests and burned-out staff
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poor understanding of the brand and service style leads to an average guest experience with no authenticity
Most training in hotels & restaurants is inconsistent, rushed, or delegated to someone unprepared.
That’s why service depends on who’s working
That’s why your best staff burn out.
That’s why guests say “it’s not the same anymore.”
Align your team & elevate Guest Experience with a tailored Training Plan that works
What You Get:
1 custom E-learning
practical lessons based on your standards, procedures and brand
all learning content belongs to your business — invest once and train continuously
onboard new hires and make them guest-ready fast
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2 follow-up training activities
ready to use materials during briefings or on-the-job
designed to reinforce learning for real results
practical and engaging for your team — easy for leaders
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Save hours with training available on any device 24/7, fitting your busy schedule and changing rosters
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Fast-track orientation to ensure your new hires get the essentials right and are ready to deliver the basics from day one.
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Ensure every aspect of guest experience is delivered to the highest standard, ultimately helping your hotel or restaurant stand out.
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Enhanced product knowledge, emotional engagement, problem handling will help your team offer tailored suggestions and drive additional sales and return business.
You’re leading a hotel or restaurant where service depends on who’s on shift
You’re tired of repeating feedback and still seeing the same issues
You don’t have time (or staff) to design effective training
You want consistent performance without micromanaging
Who This is For
How It Works
Step 1
Start with a Discovery Assessment (or submit a Leader’s brief only)
Book Service & Skill Assessment for just $72. This helps us assess where your team stands and what kind of training structure will help.
If you already know what learning modules will work best for your team, simply fill in a quick Leader’s brief to request for proposal.
Step 2
Get Your Custom Proposal
You’ll receive a detailed report (if you chose the assessment), plus a personalized proposal with the right training solution for your needs
Step 3
Confirm Your package
& Start Date
We sign the agreement, process payment, and lock in your Start Date.
Step 4
We build the Core: Learning Scripts & Visuals
You’ll work 1-on-1 with me to finalize the learning outline, scripts, and visuals (onsite videography if included)
Step 5
We Produce Your Training System
We edit, and build your branded content — including videos, activities, PDF job aids and other learning tools.
Project Timeline:
Up to 3 months from confirmed Start Date
Depending on package complexity.
I’m Marina la Grange.
With 17 years in luxury hospitality, I’ve built systems that make training faster, easier, and more effective — without losing the personal service touch.
Former Training & Quality Leader, IHG Hotels in the UAE
MSc in Organizational Psychology
John Maxwell Certified Trainer and Coach
Let’s get your training aligned with your brand, service vision, and daily reality.
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One-time investment. All content belongs to your establishment. Invest once and get continuous results.
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Flexible to your operational changes. We will amend the content if required up to 3 times for free.
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In line with trends. Interactive learning combining latest AI technologies, instructional design and hoteliers’ expertise.
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Busy leaders-friendly — minimum efforts, no extra workload. Enjoy Bonus LMS Subscription for easy tracking of learning progress and reporting
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Motivating behaviour change. Interactive learning, practical tasks, real live examples and “how-to” guides
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Easy for staff. Short videos for a bite-size learning, 24/7 access from any device fitting busy schedules and complex rosters
E-learning Modules for Frontline Teams
Guest Journey SOPs for hotel Front Office
This module is built around Your unique SOPs and walks your team through each phase of the guest experience in a hotel, ensuring a smooth, consistent service flow from welcome to farewell. It includes learning videos on the following topics:
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Teach staff how to deliver memorable first impressions and ensure the first 7 seconds of the Guest Experience set the tone for a fantastic stay.
This chapter covers your SOPs on:
Welcome at the door
Luggage assistance
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Equip your team with best practices for efficient, friendly check-ins. Your team will be aligned on all steps of the process while also focusing on engagement and building rapport.
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Ensure employees don’t skip on this important touchpoint and deliver clear information and engaging experience, allowing guests settle in with ease.
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Show your team how to leave a lasting impression with smooth checkouts and warm farewells that make guests remember your establishment, wanting to return.
Sequence of Service for Restaurant Team
Designed to boost confidence and maximize upselling opportunities, this module empowers your team with in-depth knowledge of your offerings. Including:
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Teach staff how to deliver memorable first impressions and ensure the first 7 seconds of the Guest Experience set the tone for a fantastic stay or dining.
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Equip your team with best practices for efficient and welcoming seating arrangements in the restaurant. Your team will be aligned on all steps of the process while also focusing on engagement and building rapport.
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Ensure your service team deliver clear information on what makes your restaurant experience unique and different.
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From taking an order to billing, your staff will deliver on all procedures consistently while having the flexibility to engage and personalize guest interactions.
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Show your team how to leave a lasting impression with warm farewells that make guests remember your establishment, wanting to return.
Product knowledge for effective upselling
Designed to boost confidence and maximize upselling opportunities, this module empowers your front of house team with in-depth knowledge of your offerings. Including:
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Level up team confidence on product details and description for accurate information. No more “ double checking” on menu items and ingredients (restaurants), or room types and key features (hotels)
10 video lessons
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Align knowledge about full range of additional services, pricing, facilities, leaving no rooms for errors and misinformation.
*For restaurants: this section includes basic allergens information.
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Minimize “I don’t know” responses. Empower your team with answers to 10 most popular questions that Guests ask, from “where is the nearest ATM” to “how to connect to WIFI”. You name it.
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To know whom to offer what, your team will understand your key guest profiles and their typical needs. This will ensure a more effective approach to upselling.
Technical skills for smooth operations
To make sure your team is confident, technically proficient and efficient, this module covers venue/property-specific operational skills required for smooth and hassle free guest experience :
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Visualize your daily opening & closing checklists for Reception or Restaurant Teams and leave no room for errors and uncompleted tasks.
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Up to 10 videos on processing payments, compiling reports or creating bookings. Step by step guides for mistake free service.
Problem handling
Empower your team to handle challenging situations with confidence. Through real-life scenarios and tailored empowerment guidelines, this module focuses on how to manage guest complaints and resolve issues. This helps your team turn any problem into a positive experience and preserve brand reputation.
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5 videos explaining proven problem resolution algorithms, equipping your team with a step-by-step process for complaint handling. Clear examples of what to say and how to say, turning complaint management into a stress-free experience for both staff and guests.
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Tailored to your business, we refine a framework for empowering your staff to make decisions and resolve issues confidently. This set of learning videos explains the idea of empowerment and introduces employees to guideline. Team members will know exactly when to escalate a problem, when to take immediate action and what this action should be. This ensures responsiveness and prompt resolution.
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The chapter covers five of the most typical complaints in your establishment —whether related to service delays, room issues, food quality, or guest expectations—and demonstrates practical, actionable solutions for each. These examples will give employees a clear understanding of how to handle each situation with confidence and empathy.
New Hires Orientation
This module creates a smooth, consistent onboarding process. It introduces new team members to your hotel or restaurant unique values, service style, and key procedures, so they feel connected to your brand from day one. Tailored to highlight your culture and standards, this training helps new hires to settle in quicker, enabling them to be a part of the team and support operations from the very start.
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All organizational information to ease the process of onboarding for you and your new team member.
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Brand Culture Videos to introduce company values, mission, and the team.
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A more detailed look into your brand’s heritage and service behaviours to ensure all guest interactions are unique to your establishment.
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Fire Safety & Security Protocols: videos covering emergency procedures, evacuation plans, and workplace security.
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Downloadable structured training plan with job-specific overviews to familiarize new hires with their roles, tools, and responsibilities.
Training Package Options
You don’t need to choose now — you’ll receive recommendations during the proposal stage. But here’s what’s possible:
Basic
$3,200
What’s included:
1 LEARNING MODULE
Guest Journey SOPs (hotels) or Sequence of Service (Restaurants)
VIDEOGRAPHY
stock footage only
BONUS LMS ACCESS
for 3 months
Basic +
$4,800
What’s included:
2 LEARNING MODULES
Guest Journey/Sequence of Service + Problem Handling
VIDEOGRAPHY
stock footage only
BONUS LMS ACCESS
for 6 months
Flexible
$9,900
What’s included:
2 LEARNING MODULES
Guest Journey/Sequence of Service + 2 any modules
VIDEOGRAPHY
onsite + stock footage
BONUS LMS ACCESS
for 1 year
All Inclusive
$14,500
what’s included:
5 LEARNING MODULES
from Guest Journey to Brand Orientation
VIDEOGRAPHY
onsite + stock footage
BONUS LMS ACCESS
1 year
Limited Enrolments
For hands-on collaboration and personalized approach, I only take on a limited number of consulting projects per months. Once slots are filled, the next availability will shift accordingly.
Bookings are now open for:
If you’re considering a result-focused, branded training system for your hotel or restaurant, now’s the time to plan ahead — especially if you’re targeting smoother operations, higher revenue and fast onboarding.
Two ways to start & secure your Start Date
1 Book the Discovery Assessment
online survey for your Front Office or Restaurant Team + Manager’s brief
Training gaps & team performance overview
Detailed report and personalised proposal — delivered in 3 days
2 Request a Proposal
Fill in a short Manager’s brief
I’ll respond with a tailored next steps
Ideal for teams who know the gaps and already exploring solutions
Put Essential Training on auto-pilot.
Even with high turnover, you will always have ready-to-use materials, making it easy to onboard new hires and get them operations-ready with fundamental knowledge about your Guest Journey Standards.
✺ Frequently asked questions ✺
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Our training is fully customized to your brand, your property, and your needs. Each module is tailored to your exact standards, providing specific, applicable skills for your team. With a greater emphasis on practice - we help build a long term training system.
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We understand that procedures and product information may change in time. We do offer 3 complimentary updates in a year per content unit. For anything more than that please contact us at info@devouthospitality.com for a tailored solution.
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Onsite videography involves professional video shoot at your hotel or restaurant. This includes shooting generic scenes of the establishment, work processes, role plays on service scenarios with your team members, depending on scripts.
Cost is included into the package.
Extra Mile package - 1 or 2 days of full shooting
All inclusive package - 3 days of shooting
The days and schedule will be agreed with you beforehand to minimize any operations disturbance.
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As we can work on limited projects at the same time, there are pre-set Start Dates that can be booked in advance for e-learning consulting
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We are in partnership with a reputable AI video editor provider that allows us to:
create digital presenters (avatars) and enhance learning experience
translate content to various languages, as per your requirements
make efficient adjustments in scripts if you need to amend procedures or product information.
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Many clients see improved performance within the first month, as team members start using the skills they’ve learned. Long-term, consistent training supports sustained performance and guest satisfaction
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We do not limit the number of videos to an exact number but we follow the exact topics as mentioned in module description. As we require flexibility in content creation, the number of videos for one procedure is based on its complexity. For a more productive learning experience we do not design content longer than 5 minutes per video.
