Marina la Grange

founder of Devout Hospitality project
professional hotelier & business trainer
ABOUT ME AND THE PROJECT
EXPERIENCE

I visited a 5 star hotel for the first time when I was 10 years old and since then my passion for hospitality began. I started my career in 2008 as lobby hostess with Rocco Forte hotel in St. Petersburg, Russia.

I've been in the industry for more than 10 years, and had a great opportunity to grow from a line employee to a manger. Six years of my career were dedicated to Front Office operations, and later I concentrated on learning and development.

Among the brands that I worked with were: Rocco Forte, Sokos Hotels, Holiday Club in both Russia and Finland. For the past 4 years I have worked in the UAE with The Bonnington JLT and InterContinental Hotels & Resorts.

Currently I work as a Learning & Continuous Improvement Manager at Crowne Plaza Hotel in Dubai.

My experience and understanding of day to day challenges that line employee and managers face, allows me to design training programs that help to overcome it.


EDUCATION

Bachelor degree in economics, IVESEP, St.Petersburg, 2011
Master's Degree in organizational psychology, Synergy University, 2019

Currently study at International College of Business Trainers

ABOUT THE PROJECT

Devout Hospitality - is an opportunity to share my operational knowledge and experience through my blog, useful tools that you may implement in your everyday work straight away and ready to use on-the-job training programs that are designed to improve the service skills of your team so that your guests get the best stay experience at your property.

Advantages of on-the-job training programs
- created for hospitality considering the main challenges of the industry (lack of time for training in operational departments, high staff turnover on line positions)

It will help to:
-reduce repetitive mistakes of employees in service that lead to unnecessary complaints and negative reviews;
-save management time as it can be delegated;
-improve product knowledge and soft skills of staff;
-increase hotel ratings by improving the service.

My believe in building the right service culture is based on the formula below:

Engaged staff > Delighted Guest > Succesful bussiness


TWO IMPORTANT THINGS TO CONCERNE ABOUT
How to win potential Guest's attention when comfortable rooms, stylish interior and "great service" no longer help to stand out on the market?

How to make sure that among hundreds of properties on OTA websites guests choose to book YOUR hotel?
"everyone is formally polite but the hotel felt soulless"
"just like any other hotel "
"staff was indifferent"
Hotels where guests experience tailored and personalized service, and hospitality of people who work there is the reason why they come back again and again - do not get such reviews.
If you feel that your team's service style is missing something - I am ready to assist!
HOW CAN I HELP

Unfortunately, if you only point on your associates' mistakes, discuss common guest complaints and glitches, give them instructions during team briefings - will not help to improve their skills, change their attitude and actions.

I suggest a different way of communicating the same:
use your briefings for interactive on-the-job training, that will help your team to become more proactive, guest oriented and approachable, and your guests - delighted!

THESE PROGRAMS AIM TO
develop and build 3 key competencies of your team
knowledge and confidence
So that each and every employee could respond to guest's questions and handle the requests professionally
attention to detail, pro-activeness
Understanding guest's needs and providing personalized service
soft skills
Establishing contact and building relationship
WHO CAN DELIVER THE TRAINING
HOD's and Managers

Supervisors

Training managers and departmental trainers

Any employee in charge

WHOM TO TRAIN
Line employees of operational departments at hotels with more than 10 staff members

IT'S A FACT
Statistics shows, that only 30% of guests' complaints are related with the product itself;
where 70% falls on service issues and staff attitude

Start building the right service culture today!
It's useless to hope for high hotel ratings when employees make the same mistakes, lack knowledge and skills for providing hospitable service.
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