launching january 2027
The Guest Experience Essentials
Often small, unnoticed issues are those causing the biggest damage.
- they use dismissive or poorly framed language
- they don’t understand how to respond to context during guest interactions
- they fail to acknowledge presence and make guests feel seen and heard
It makes guests spend less.
Engage less.
And become more unforgiving to mistakes.
Most teams are trained on procedures, not perception.
They know the steps: greet, seat, check in, ask a ritual question “how was your day”.
- read and respond to context
- adjust tone
- communicate under pressure and difficult scenarios without falling into flight or fight mode
'Common sense' is not a solution
When a waiter in a high-end venue asks a guest “Can I fire your mains?” expecting an understanding — that’s a skill gap that turns a thoughtful service attempt into a 3-star rating. Even if the food and ambiance were perfect.
What feels obvious to leaders is not automatically obvious to teams. Even experienced people don't always bring the right behaviours on the floor.
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Practical microlearning that gives answersa collection of soft-skill focused online courses that reflect real operational challenges -
Reinforcement Toolspre-made 10–15 minute refreshers that help line managers imprint habits -
Turnover Guaranteeif trained team members resign, we replace up to 10 learner spots for free, depending on the team size enrolled
- Develop skills that shape memorable guest experience and drive loyalty.
- Build the mindset behind exceptional service. Help your team develop confidence, accountability, resilience, creating a culture of ownership and pride.
- A practical introduction to the service standards, covering the essentials of Front Office, Housekeeping, Restaurant Operations & Safety Procedures.
- Equip your team to respond calmly and professionally when things don't go as planned, while protecting both the guest experience and your team's confidence.
- Optional Add on: Train The Trainer For Hospitality Managers: empowering leaders to drive performance.A practical online mentorship programme for supervisors and department managers showing how to train, coach and reinforce standards.
- The Power Of Words in luxury service
- Avoiding professional jargon
- The Rule Of Acknowledgement
- Handling unwanted conversations
- Mastering Guest Interactions
- Active Listening
- Navigating Language barriers
- Digital Communication at workplace
- Communicating effectively with your colleagues
- Communicating effectively with your superiors
- Understanding Guest Needs
- Understanding the types of Service Style
- Understanding the nature of complaints in service
- Complaints and emotions
- Problem solving & resolution strategies
- Common types of complaining guests
- Difficult scenarios
- FO
- F&B
- General
- On the way to success: how to achieve professional growth.
- Maintaining Positive attitude
- Building confidence
- Open to Learn Mindset
- Responding to changes in a fast paced hospitality environment
- Time Management & Being Organized
- Emotional Resilience
- Preventing Burnout
- Accountability and accepting mistakes
- Accepting Feedback
- The Magic Three of Great Service
- Front Desk Standard Service Procedures Overview
- Restaurant Standard Service Procedures Overview
- Housekeeping Standard Service Procedures Overview
- Easy Navigation with 24/7 accessA dedicated homepage gives your team quick access to every course collection and management tools. Accessible 24/7 on any device.
- Manager's ToolkitExperience how line leaders are supported with ready-to-use tools for training and day-to-day operations.
- Practical AssignmentsMeaningful tasks and post-learning activities, that encourage to apply new skills rather than simply passing a quiz.
- Team Progress DashboardA simple manager dashboard to monitor course and assignments completion.
What’s one thing you enjoyed or found most valuable?
Built For Hospitality. Designed For Today's Teams.
Short practical lessons delivered by AI-presenters, designed to make learning engaging and consistent. Gen Z & Millennials friendly
created by industry insider
built on 17 years of experience in hotel operations & team development
Designed to be applied immediately
Service skills your team can use the next shift.
Accessible 24/7 on any device. Training that fits around operations.
The most common gap that depreciates any training in hospitality is the lack of clarity and cohesive approach:
- too vague or too complicated training
- lack of reinforcement and pre-made training tools
- managers with no frameworks to train and to coach effectively
Marina la Grange, founder and course designer at Devout Hospitality
- 17 years in upscale & luxury hospitality operations
- Former Training & Quality Leader within IHG hotels in the UAE
- Designing hospitality e-learning since 2020
- Master's Degree in Organizational Psychology
- Maxwell Leadership Certified Trainer
We help you develop how your teams communicate, think, respond and perform during everyday guest interactions.
We help you empower your leaders with tools and skills to align performance without creating more training from scratch.
Many hospitality learning platforms offer courses that take several hours to complete. While comprehensive, they're often overwhelming for learners and the information is quickly forgotten. We focus on practical skills employees can apply the next shift.
Get Instant Demo Access to Devout Hospitality Academy
Complete this form to:
✓Receive 7 days of Devout Hospitality Academy demo access to explore the platform
✓Secure 12 months of Guest Experience Essentials Access for $339 per property, regardless of team size. Offer valid until 11.11.2026
✓Explore select course content of Guest Experience Essentials, Train The Trainer programme & Manager's Toolkit
✓No commitment
