Master the basics to deliver Service Excellence.
In service-based industries, excellence is never down to luck — it comes from well-trained, confident teams who deliver outstanding quality with consistency and confidence.
In high-end industries such as luxury hospitality or retail, delivering outstanding customer service is essential to build customer loyalty and stand out from the competition.
With a background in premium hospitality and experience as Training Manager for a leading international hotel group, I design customised, hands-on training programmes that address your real operational challenges:
Enhancing fluency in professional English
Welcoming international guests with confidence and elegance.
Handling delicate situations with composure and professionalism.
Strengthening leadership and management...
Your teams will gain practical and immediately applicable skills, in a supportive and engaging learning environment.
Discover below some training topics !
All training programmes are tailored to your business, your goals, and your day-to-day reality.
Sessions available in either English or French !
Professional English for Customer Service
To greet, inform, sell, and handle difficult situations with ease in English.
Service Excellence
To adopt an impeccable service attitude, whatever the situation.
Develop proactive communication strategies to prevent dissatisfaction.
Develop proactive communication strategies to prevent dissatisfaction.
Welcoming a Multicultural Clientele
Identify the specific needs of different nationalities visiting your establishment.
Understand the social norms and cultural sensitivities of international guests to avoid missteps and provide a respectful, personalized service.
Understand the social norms and cultural sensitivities of international guests to avoid missteps and provide a respectful, personalized service.
Complaint Handling
To transform complaints into moments of excellence that build trust and loyalty.
Team Management
Recognize the added value of a manager.
Discover the three key factors for team performance.
Leverage motivational drivers to enhance team engagement.
Handle difficult situations effectively.
Discover the three key factors for team performance.
Leverage motivational drivers to enhance team engagement.
Handle difficult situations effectively.
Turning Annual Appraisals into a Performance Booster
Prepare effectively your annual reviews.
Provide motivating and constructive feedback.
Set SMART and engaging objectives.
Handle delicate situations with confidence.
Ensure efficient follow-up after the review.
Provide motivating and constructive feedback.
Set SMART and engaging objectives.
Handle delicate situations with confidence.
Ensure efficient follow-up after the review.
About me:
Creator and facilitator of training programs in English and in French since 2012.
35 years of experience, including over 20 years as an operational manager, in the hospitality and retail industries.
Learning and Development Manager for 8 years, and founder of the corporate university for The Ascott Limited group in Europe.
Graduate of the TUNON International School
“Digital Learning Manager” certification 2022
Certification “Luxury and Elegance, Etiquette and Protocol applied to Excellence in Customer Relations and the Art of Receiving” 2024
Trainer Diploma
2024
Training sessions conducted
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Participants
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Countries where I have conducted training
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Bilingual & bicultural in French & English
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