Management & Leadership Development
For managers and directors driving a guest-experience culture.
Managers and directors set the culture every guest feels. This programme helps leaders build and sustain a guest-experience culture across departments, not only at the front line.
It connects daily operations to the standards international guests expect, and equips leaders to develop their own people, so improvements last beyond the training.
Who it's for: Department heads, managers, and directors.
What's included
- Building a service culture across departments
- Leading by example on the floor
- Turning guest feedback and complaints into improvements
- Developing supervisors and in-house trainers
- How luxury rating bodies assess service
Good to know
- Five-star standards are judged on service as much as facilities. Rating bodies such as Forbes Travel Guide inspect anonymously, as an ordinary guest would, and put heavy weight on how staff treat guests.
From assessment to a lasting standard
Assess
We assess your property's service standards and pinpoint where the guest experience can rise to a luxury level.
Design
We shape a programme for your line staff, supervisors, managers, and directors, built around your property rather than a template.
Train
Delivered on-site by professionals with more than six years of luxury hospitality management experience, in English and Chichewa, so it is understood and practised.
Certify and sustain
The property and every participant receive a globally recognised GECD-UK certificate, and in-house trainers carry the standard forward after we leave.
Ask about Management & Leadership Development
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