Refining Guest Excellence Through Thoughtful Training
A Tailored learning experience for Your Front Office and Restaurant Teams
The Problem Of Sustaining Excellence
The Secret To Success in luxury hospitality is the Team. Each and every staff member can either make guests feel special, or completely neglected.
And even the best teams can unknowingly miss opportunities to deliver consistently.
It All Comes Down To Fundamentals
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lack of product knowledge hits revenue while technical mistakes ruin all other efforts
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Lack of basic communication skills makes service robotic and transactional
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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 Hospitality Businesses Experience Common Service Challenges:
1. Team Skill & knowledge misalignment
Despite high service standards, uneven level of experience across shifts, new hires create noticeable differences in service quality across the guest journey.
2. Departmental Training Without Clear Direction
Staffing issues, complex rosters, busy operations and general overload make training chaotic, irrelevant and too broad. Without a system efforts can get misdirected.
3. Daily Missed Revenue Opportunities
When teams aren’t fully confident in product knowledge and communication, they either totally skip upselling or don’t do it effectively—both of which impact the guest experience and revenue.
4. The Challenge of Scaling Excellence
Luxury and upscale hospitality venues set the standard for personalized service. However, as new employees join, ensuring they embody your unique brand DNA requires a consistent, engaging training approach.
With a Thoughtful Training System In Place
You Can
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put essential training on auto-pilot and align knowledge
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reinforce on new skills, sustain performance, minimize turnover impact
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drive guest satisfaction, loyalty and revenue
STREAMLINE PERFORMANCE WITH
A Modern & Easy Way to Train Your Frontliners
custom E-learning based on your standards and procedures
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follow-up training activities ready to use by leaders or training in charge
giving you a system to build strong performance & operational excellence
from inconsistency due to skill and knowledge gaps
to smooth operations and continuous growth
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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.
Effective Learning Without Adding More To Your Workload.
Your Standards. Your Service Style. Your Brand.
Benefits for your team & business
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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
What Would Be
Your Journey
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Submit your booking request for the preferred learning package and Start Date. You will receive an email with all the details we need to proceed.
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We will prepare the Agreement and Invoice within 48 hours after we receive all the necessary business details from your end.
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We will ask you to upload essential materials—SOPs, visuals, and any specific service guidelines—so we can tailor the training to your establishment’s style and procedures.
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Once all the formalities are settled, we start working on Learning Scripts on your booked Start Date. Using provided materials, we create training scripts for each module. You’ll have a chance to review and approve the content, ensuring it aligns with your brand.
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Item description
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With scripts approved, we produce custom video modules and other materials. This phase typically takes up to 2.5 months from the booked Start Date, resulting in a polished, branded e-learning experience.
Next Available
Start Dates
9 June
14 July
4 August
Limited Enrolment
We can only onboard a few projects at each Start Date to ensure full customization and support. Secure your spot now, invest once and get a long term training solution
E-learning Modules We Create
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 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)
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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 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.
Meet Your Consultant
All steps of Learning Creation, from scripts to video production, will be personally curated by
Marina la Grange
17 years of operational and training experience in upscale & luxury hospitality
Ex Learning & Quality Lead at IHG hotels in UAE
MaxwellLeadership Certified Trainer
Md in Organizational Psychology
Pricing & Packages
Basic
$3,200
MODULES
1 module on Guest Journey SOPs (hotels) or Sequence of Service (Restaurants)
VIDEOGRAPHY
your visual materials + stock footage
LMS SUBSCRIPTION
3 months
Basic +
$4,800
MODULES
2 modules: Guest Journey/Sequence of Service + Problem Handling
VIDEOGRAPHY
your visual materials + stock footage
LMS SUBSCRIPTION
6 months
Flexible
$9,900
MODULES
3 modules: Guest Journey/Sequence of Service + 2 any modules
VIDEOGRAPHY
onsite + your materials + stock footage
LMS SUBSCRIPTION
1 year
All Inclusive
$14,500
MODULES
All 5 modules, from Guest Journey to Brand Orientation
VIDEOGRAPHY
onsite + your materials + stock footage
LMS SUBSCRIPTION
1 year
Included In All Plans
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.
Case Study
See how Custom Product Knowledge Videos transformed service and revenue for a premium fashion café in Dubai
Set your team up for success
Investing in customized blended learning means investing in your team and the experience they provide. With our tailored approach, you’ll have a team that’s not only skilled but aligned with your brand’s vision—turning every guest interaction into a moment that impresses and builds loyalty.
What Happens After You Book
You receive a confirmation email with a short onboarding video
Share additional details for invoicing (if applicable)
We prepare your contract & invoice
Payment Options:
100% prior to Start Date
3 months instalments with first payment prior to booked Start Date
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For the Bank Transfer we will require your company’s TRN which you may share in the form to confirm your booking.
If you choose 3 months instalments, the first invoice will be issued together with the contract. The total amount will be split equally.
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We accept VISA, MASTERCARD, Apple Pay. You will receive a payment link together with your contract.
Service quality, from Welcome to Farewell, is the core of every guest experience.
Whether it’s a waiter in an upscale restaurant or a receptionist in a luxury boutique hotel, effective training ensures consistency in communication, product knowledge, and service standards.
Not sure which package is right for you?
Click to reach out on What’s App
Book a free15 minute call consultation
Or Understand Your Team’s Skill & Knowledge Gaps First
Get instant access to a Free Guide “How to Transform Service in 3 Easy Steps” to analyse your operations and team’s training needs
✺ 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.
