Our Methodology

• Ascertaining client needs and expectations.
• Designing training methodologies to match these needs and expectations. Assigning the appropriate training experts for the assignment.
• Creating customised training material.
• Training for immediate implementation.

Training Topics

• Enter VVIP world
• The Empirical 5 Golden Pillars
• Professional polished language skills. Professional words and phrases
• The 15 steps to complete confidence
• Concierge professional excellence
• Meet, greet and departures essentials
• How to deal with a difficult guest the 6 steps.
• How to deal with a difficult guest the 3 steps.
• The professional wake-up call
• Room orientation excellence
• The excellence of drink service delivery
• The history of English Afternoon Tea and the set-up and service of traditional High Tea
• Room check lists
• Room Turn down excellence
• Cleaning and polishing shoes
• Packing and un-packing a suitcase. The efficient way and the timely way
• Towel folds according to set standards
• Gown folds
• Toilet paper folds
• Dealing with prying guests seeking confidential information
• How to deal with guest who are not entitled into a VIP area
• Dealing with a guest that smokes in a non-smoking area
• Cigars & Cigar Service
• Wine and champagne expert delivery
• Spa and gym service excellence and the language of service thereof
• Pool side service
• Fine dining table set up 

Training Period

November 27 - December 1, 2023