Bring Out the Best in Your Team
Tailored e-learning for consistent and profitable Guest Experience
This might be familiar to you…
It's a busy Sunday lunch. Ali, the new server is struggling with a guest's order. Unclear on the menu and overwhelmed by the pressure, he stumbles while describing the dish. Guests are clearly unimpressed with his unsure answers.
Or this…
Sarah, a long-time receptionist, is flustered. Normally knowledgeable and attentive, today she is stressed and distracted, skipping over some check-in details, leaving the guests feeling ignored.
Then there’s Emma, the hostess, who accidentally seats a birthday group in a wrong section, missing their request for a table with a view. The special night they’d planned? Off to a shaky start.
Moments like these add up fast, creating a chain of missed expectations, inconsistent service, and lost business.
As a result, Guests reject upselling attempts, leave average 3 star reviews and don’t come back.
Mistakes happen
Mistakes in service do happen, but what’s most frustrating is when your team doesn't learn from them. So you end up fixing the same issues over and over. Typically, there are two go-to “solutions”: disciplinary actions or low-impact, tick-the-box training.
But does it really work?
As a busy leader, you may get overwhelmed.
No time
Planning, arranging and delivering training takes time, effort and a lot of thought to make it fruitful
Lack of staff
Being short on staff, complex rosters always lead to cancelled trainings
Busy operations
Long hours, handling operations and ensuring all targets are met don’t make training your priority.
Bottom line
1.
departmental learning happens chaotically - random topics, rare sessions, ineffective format.
2.
such approach makes training a “tick-the-box” activity with no outcomes.
3.
it wastes everyone’s time, decreasing engagement and motivation to learn
But things can be different.
-
Save hours with training available on any device 24/7, fitting your busy schedule and changing rosters
-
Fast-track orientation to ensure your new hires get the essentials right and are ready to deliver the basics from day one.
-
Ensure every aspect of guest experience is delivered to the highest standard, ultimately helping your hotel or restaurant stand out.
-
Enhanced product knowledge, emotional engagement, problem handling will help your team offer tailored suggestions and drive additional sales and return business.
Streamline Training with tailored e-learning for Your Team
Marina la Grange, founder & head consultant
“In a fast paced hospitality environment you need a more modern, efficient and flexible approach to training, that is yet practical and result focused”
About Devout Hospitality
My name is Marina la Grange, I am a founder at Devout Hospitality and a professional hotelier since 2008. I started my career as a lobby hostess in Front Office department, and later managed operations, led Learning & Quality function in premium and luxury 5 star properties of international brands.
From experience, I know how challenging it can be for frontline staff to do the Right Thing from the first attempt. When there is no clear guideline on What to do and How to do it, employees end up using a trial and error approach that can cost your business a lot of money.
This is why I created Devout Hospitality. To help your team be confident on every step of service delivery, have less stress and worry, and simply do what they do with joy and positive vibe. I have put best practices of operations and effective training to create customized, transformative and result-focused e-learning to fulfil one goal:
Mission
Empower teams with critical skills, tools and learning strategies for profitable, unique and future-ready guest experience
Supporting Your Goals
Even one undertrained employee can bring down revenue opportunities.
The quality of guest experience links to how knowledgeable and skilful your team members are. With increasing competition in the hospitality industry, average service is no longer good enough and staff mistakes can get expensive.
When hiring is a never ending challenge, while turnover brings down the performance - effective, tailored e-learning can support your goals - onboard and train new hires to your service standards fast and easy!
Stop wasting time and efforts! Get results with training built for Your Brand
E-learning modules
Guest Journey SOPs for Exceptional Service
This module is built around Your unique SOPs and walks your team through each phase of the guest experience in a hotel or restaurant, ensuring a smooth, consistent service flow from welcome to farewell. It includes learning videos on the following topics:
-
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.
-
Equip your team with best practices for efficient, friendly check-ins in a hotel or seating arrangements in the restaurant. Your team will be aligned on all steps of the process while also focusing on engagement and building rapport.
-
Ensure employees don’t skip on this important touchpoint and deliver clear information and engaging experience, allowing guests settle in with ease.
-
From the greeting to the farewell, your staff will deliver on all procedures consistently while having the flexibility to engage and personalize guest interactions.
-
Show your team how to leave a lasting impression with smooth checkouts and 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:
-
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)
-
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.
-
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.
-
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 :
-
Visualize your daily opening & closing checklists and leave no room for errors and uncompleted tasks.
-
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.
-
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.
-
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.
-
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.
-
All organizational information to ease the process of onboarding for you and your new team member.
-
Brand Culture Videos to introduce company values, mission, and the team.
-
A more detailed look into your brand’s heritage and service behaviours to ensure all guest interactions are unique to your establishment.
-
Fire Safety & Security Protocols: videos covering emergency procedures, evacuation plans, and workplace security.
-
Downloadable structured training plan with job-specific overviews to familiarize new hires with their roles, tools, and responsibilities.
What you’ll get
-
✺
24/7 learning experience, accessible on any device, fitting any busy schedule and complex rosters.
-
✺
Long-term usability. All content belongs to your establishment. Invest once for continuous results.
-
✺
Bonus LMS subscription for organized learning experience, allowing to track progress and completion
-
✺
Short learning videos for a bite-size learning, ensuring better capture of material
-
✺
Engaging and practical materials utilizing best practices of live training sessions for best outcomes
-
✺
Easy and helpful tasks to transform knowledge into actions.
Pricing
How it works
-
When booking e-learning consulting package, you will be offered to choose a start date. Limited slots will be available per each start date due to the number of projects we can work on at the same time.
-
After registration, you will be receiving a contract and invoice (or payment link). Once it’s all settled we will work with you to outline goals, set up service quality checklist to identify performance gaps for a more tailored learning content.
-
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.
-
Script development begins at 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.
-
With scripts approved, we produce custom video modules. This phase typically takes up to 2.5 months from the booked Start Date, resulting in a polished, branded e-learning experience.
Available Start Dates
-
15 January 2025
-
25 January 2025
-
05 February 2025
-
15 February 2025
Service quality, from Welcome to Farewell, is the core of every guest experience— don’t let it be a rollercoaster ride.
Whether it’s a waiter in a casual restaurant or a receptionist in a luxury boutique hotel, effective training ensures consistency in communication, product knowledge, and service standards. Turn every interaction into a revenue opportunity!
Case Study
The Meneghetti Hotel, part of Relais Chateaux in Croatia, operates with a significant seasonal staff. This influx of new hires each season made consistent onboarding a struggle, impacting the overall guest experience. Department leaders had been responsible for training on top of preparing for peak season, adding extra strain to their workload.
-
We conducted a training needs analysis, gathering input from operations teams and their leaders to identify specific challenges. From there, we designed a customized e-learning program focused on Meneghetti Hotel’s unique needs
-
Brand Orientation & Service Style: Introducing staff to the heritage and service values of Relais Chateaux, ensuring they understand the brand’s prestige and how to convey it through simple yet impactful service actions.
◦ Key Guest Experience Training: Covering essential skills like problem handling, guest interaction, and creating “wow” moments that align with the hotel’s luxury experience.
◦ Product Knowledge: Equipping team members with quick, accessible knowledge of the property’s features to answer guest inquiries confidently.
◦ Managers’ Pack: Providing managers with practical activities, briefing cards, and guides to effectively coach team members and reinforce standards.
-
Higher Motivation and Engagement: Staff felt a stronger sense of belonging to a prestigious brand, inspiring them to deliver outstanding service.
• Efficient Onboarding: Streamlined e-learning saved time and cut down training costs, ensuring new hires could quickly adapt.
• Consistency in Service: With a unified approach to standards and reinforced training, Meneghetti saw significant improvements in service consistency, resulting in a smoother, more reliable guest experience.
Ready to transform your team performance?
Investing in customized e-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.
✺ Frequently asked questions ✺
-
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.
-
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.
-
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.
-
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
-
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.
-
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
-
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.