The programme links service foundations, guest relations, housekeeping, food and beverage, leadership and modern service standards. SFI adapts the delivery around the team and operating context.
Who this is for
Hospitality and gastronomic professionals, frontline teams, supervisors and managers.
Delivery format
Corporate on-site delivery, management workshops or a tailored programme following a needs assessment.
Programme modules
01Foundations of Service Excellence
Recruitment philosophy, SOPs, brand standards, communication, body language and emotional intelligence.
02Front Office & Guest Relations
Reservations, arrivals, proactive sales, yield management, guest journey and service recovery.
03Housekeeping & Facility Management
Zero-Defect Room Inspection, linen controls, maintenance standards and the 5-Zone Flow.
04Gastronomy & F&B Service Excellence
Order-of-service standards, kitchen brigade structures, food safety, FIFO and HACCP awareness.
05Management, Leadership & Quality Assurance
Manager-on-Duty responsibilities, MICE, audits, mystery shopping and leadership standards.
06Modern Service Standards
Sustainability, technology and data awareness, accessibility, inclusion and modern guest expectations.
