At a glance
Format
- In-person or virtual
- Half-day or full-day, based on your needs
- Priced per class, with reasonable attendance caps
Who should attend
Each class is built around your needs, so the depth of the content fits the room. We work together to shape the content around your successes and challenges, develop your people, and build stronger teams.
What we cover
Sample outline. The full syllabus is in development, and every class is tailored to your team before we start.
The language of success
Agree on what "good" sounds like on your property.
- Define your standards in plain words every role can repeat
- Build a short shared vocabulary for guest moments, service recovery and urgency
- Spot where mixed messages are costing time, tips and reviews
The pre-shift that works
Turn the line-up into the most useful ten minutes of the shift.
- A repeatable pre-shift format: what happened, what's coming, what matters today
- Who speaks, for how long, and what gets written down
- Practice runs with your own BEOs, forecasts and VIP lists
Handoffs between shifts and departments
Stop losing information at the door.
- Shift-change and department handoff checklists
- Front desk to housekeeping, kitchen to floor, sales to banquets
- Role-play: the handoff that went wrong, and the one that didn't
Raising a problem early
Make it normal to speak up before the guest notices.
- Simple escalation steps everyone knows
- How managers receive bad news so it keeps coming
- Closing the loop: who follows up, and how the team hears the outcome
Your team leaves with
Tools in hand
- A written pre-shift format built for your property
- Handoff checklists for your key departments
- A one-page shared vocabulary of standards
- A simple escalation path posted where staff can see it
Other classes
Sales Enablement · Working as a Team
Classes can be booked on their own or combined into a one- or two-day program.
Your instructor
Greg Werner
Twenty-plus years in hospitality and tourism operations: GM through a full remodel, Director of Food & Beverage, regional B2B sales and destination marketing. U.S. Army veteran of the 3d U.S. Infantry Regiment (The Old Guard), MBA, and college business instructor.