SERVICE EXCELLENCE KEYNOTE SPEAKER - EMPATHY AS STRATEGY
Book your teams sessions and trainings
"Keep The Basics Right"
✅ 1. Elevated Guest Experience Through Consistent Standards
Your team will learn to master the non-negotiables of service—greetings, communication, problem-solving, and follow-up—ensuring every guest interaction is intentional, warm, and reliable. The result? Higher satisfaction, better reviews, and stronger loyalty.
✅ 2. External Expertise, Fresh Perspective
As an experienced external trainer, I bring a sharp outside-in view. I spot blind spots, challenge routines, and revitalize your service culture without internal bias—bringing proven tools from high-performing hospitality environments across Europe.
✅ 3. Stronger Ownership & Team Confidence
Through interactive training and real-world scenarios, your staff builds pride and responsibility in their daily work. When the basics are clear and owned by all, service becomes not just a task—but a shared identity.
☛ Module I – Feel Good First
Before we can serve others with excellence, we must start with ourselves. This module explores why beginning your shift, or even your day, feeling good about yourself isn’t a luxury, but a necessity. Morning or evening, how you feel inside directly impacts how you show up outside. Through practical micro habits and self-awareness tools, we help your team develop a personal routine that boosts confidence, energy, and emotional readiness.
When you feel good, your service becomes natural, authentic, and memorable.
Objective:
Empower participants to understand the connection between self-feeling and service quality, and to implement small but powerful habits that improve emotional readiness and presence.
Training Content:
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The Power of Self-Perception: How your internal state influences customer perception and team dynamics.
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Micro Habits for a Strong Start: Practical morning/evening rituals to feel grounded, focused, and confident.
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The Impact on Service Culture: Linking individual well-being to collective service excellence.
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Emotional Hygiene at Work: Strategies to reset and regulate mood before and during a shift.
☛ Module II - where excellence begins
Great service doesn’t start with luxury—it starts with consistency. This module reinforces the absolute foundation of hospitality, servant leadership and customer experience: getting the basics right, every single time. It’s not about going the extra mile; it’s about making sure the first mile is flawless.
From a warm welcome to cleanliness, from clear communication to efficient complaint handling, this module revisits the critical touchpoints that define professional service. These aren’t extras. They’re the minimum standard guests remember and expect.
The basics are crucial because they build trust. Guests don’t notice when basics are done right, yet they always notice when they’re not. Consistent basics create reliability, satisfaction, and the foundation for any memorable experience. Without them, even the best extras fall flat.
Training content:
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Reservation process (clarity, confirmation, personalization)
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First impression (arrival, greeting, check-in experience)
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Room/service readiness (cleanliness, functionality, amenities)
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Complaint handling (listening, solution-finding, follow-up)
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Check-out and farewell (efficiency, gratitude, invitation to return
☛ Module III - keys of success
Service excellence isn’t a moment—it’s a mindset. In this module, we unlock the core principles that turn good service into outstanding experiences. Participants discover what truly sets high performers apart: ownership, anticipation, empathy, and consistency.
This module shifts focus from doing tasks to creating impact—empowering staff to take initiative, act with purpose, and elevate everyday moments into exceptional ones
Ownership and empathy are essential in service industries because they directly impact the quality, consistency, and emotional resonance of the guest experience.
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Ownership means taking personal responsibility—not just for your tasks, but for the outcome. It creates proactive team members who fix issues before they become problems, go beyond their job descriptions, and represent the brand with pride.
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Empathy allows staff to truly connect with guests. It transforms transactions into relationships, enabling teams to anticipate needs, resolve complaints with care, and create moments that feel personal and human.
Together, they turn service into something memorable—not just functional.
Training Content:
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The 4 Keys of Success:
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Ownership Mentality
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Guest Anticipation
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Empathetic Communication
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Service Consistency
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From Task to Intention: How mindset shapes quality
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Aligning personal values with company culture
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The ripple effect: How one action improves the whole guest journey
Methods in all modules:
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🎥 Case Video: Compare best practice vs. poor basic service.
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🧩 Interactive Exercise: Identify broken basics in service scenarios.
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🎭 Roleplay: Practice key interactions (check-in, issue resolution).
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📝 Self-Check: Evaluate personal consistency and reliability.
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🔄 Feedback Round: Group reflection to set new personal service standards.
Duration & Price:
Individual Module 3 h - 1800CHF (max 9 participants)
Duration & Price modules I + II + III one full day (8.5h)
8.5h 4800CHF (max 9 participants)
Additional expenses
Transportation (public transport) to and from venue
Lunch, Coffee/Tea/ Mineral Water
Meeting room & technical equipment
Switzerland: VAT
Germany: VAT
Other:
WOW Your Teams and sharpen their Saw!
Why book this training?
Service teams with frequent customer contact need fresh eyes and a new spark.
As an external trainer, I bring an unbiased, outside perspective and real-world experience from leading service operations across the globe.
I see what your guests see—and I translate that into actionable improvements your team can implement immediately.
My sessions are’ targeted, energizing, and designed to create ownership from within.
Through interactive sessions, role plays, and mindset coaching, I help your team:
✓ Understand why the basics matter
✓ Own their daily routines with pride
✓ Deliver consistent quality—day in, day out
If you want your team to live service excellence, then this is your training.
Let’s make the basics your competitive advantage.
Contact me now to schedule your in-house or online session.