Programmes

Programme	Format	Audience
Service Excellence Essentials	In-house	All guest-facing staff
Guest Service Recovery and Complaint Handling	In-house	Front office, F&B, supervisors
Foreign Languages for Hospitality and Tourism	In-house, open or online	Staff who need a working foreign language
Front Office and Reservations Professional	In-house or open	Receptionists, reservations staff
Food and Beverage Service Standards	In-house	Waiting staff, bar, restaurant supervisors
Housekeeping Standards and Room Quality	In-house	Housekeeping teams and supervisors
Professional Tour Guiding and Interpretation	In-house or open	Guides, driver-guides
Supervisory Skills for Hospitality	In-house or open	Team leaders, heads of department
Business Communication and Workplace Writing	In-house, open or online	Office, sales and admin staff
Customer Care for Tourism SMEs	Open	Owner-managers and small teams
Career Launch Bootcamp	Open or on campus	Students, graduates, job seekers
CV, Interview and Employability Clinic	Open, campus or online	Young people and career changers

Programme length is agreed with each client. Consultancy assignments (service audits, SOP manuals, needs assessments, curriculum development) are scoped and quoted individually.

How we work

We diagnose before we train. We first establish the service problem and who needs to behave differently.
Competency-based and practical, with most time spent on role-play and real guest scenarios.
On-site where possible, in your own lobby, restaurant or vehicle.
Kiswahili or English, or the working language of the group.
Small groups, so every participant is observed and coached.
Measured: pre- and post-assessment, action plans and a written report to management.

How we work

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