THE ART OF SERVICE TRAINING PROGRAMME
The Art of Service training programme, crafted and delivered by Diego, has been designed and planned with one goal in mind:
To deliver the finest and most effective customer experience, service and attitude training courses.
The programme presents an opportunity for any customer facing business to redefine and enhance their service excellence. Great and memorable customer experience is essential in all businesses, and this programme can be applied to any B2C operation looking to harness their customer experience and take it to new heights. It is suitable for both established and new hospitality and retail businesses.
The comprehensive programme consists of 10 modules, based on Diego’s experience over four decades and delves into the following core principles of exceptional service:
Mastering the art of greeting and understanding customers;
Leading by example and crafting memorable moments that guests will treasure;
Elevate the guest experience;
Empower teams to bolster the brand identity and core values;
Increase repeat business and revenues.
The Participants
This programme can be tailored and adapted to all hospitality and retail establishments and across all levels within a team hierarchy.
Delivery
These training modules can be delivered either on or offsite, depending on the preference of the client, in the presence of guests, or in a training venue at non-trading times. It is recommended that most of the training is delivered whilst the establishment is operational (i.e. in the presence of guests) as this has proven to be most effective.
The course takes place over 10 working days (or longer depending on the size and complexity of the establishment), with a follow-up of 5 working days, later to review, refine and reinforce the training modules.
The programme and timings can be adjusted depending on business needs and the most efficient way to deliver the programme.
consultancy
Diego’s experience translates in to consultancy work in the realms of his expertise - time spent with brands and establishments such as British Airways, BaxterStorey, Claude Bosi at Bibendum, GuestHouse Hotels, Hurley House Hotel, Mark Birchall at Moor Hall, The Macallan Estate, The Arts Club, MW Eat and Whatley Manor.
So how can we help you…
Your strategy…
Having been at the forefront of the hospitality industry for more than forty-five years, we understand the dynamic and vigorous way in which it constantly transforms and expands. Recognising the necessity for a solid and sound strategy, we can help you build your plan by providing industry insights, feasibility and operational reviews, market and competitor research, cost analysis and new revenue stream reviews.
Your vision…
A powerful and compelling idea is the key to long-term success. We help to develop, build and enhance ideas - developing interior look and feel, constructing and refining operational procedures, crafting menus, curating furnishings, tableware and staff uniforms.
Mentoring &
PEOPLE DEVELOPMENT
Excellent service makes all the difference.
Our aim is to apply our experience, expertise and passion to elevate and reimagine customer service delivery. Each and every guest deserves their own ‘red carpet’.
Excellent customer service is to excel beyond the expectations of guests and to craft ever-lasting, cherished moments.
To deliver this, we work with both teams and individuals to refine, tweak and transform service delivery. The difference between something good and something great is attention to detail.
So how can we help you…
We help to create and nurture a highly-skilled, positive and motivated team to drive customer retention, staff longevity and consistency, as well as profitable business. With over 45 years’ experience in people development in the hospitality industry, we can support your staff and your business in delivering bespoke in-house development programmes. Such programmes can be curated to organisational requirements and to enhance the skills, knowledge and capabilities of your teams.
COMMERCIAL DUE DILIGENCE
More than ever before business owners need to ensure they are embarking on wise investments as well as mitigating potential future risks.
At Diego Masciaga Limited we can provide commercial due diligence services to help you make informed decisions for the future of your business.
Diego's experience in delivering speeches on customer service excellence, leadership and teamwork range from the world of luxury goods, to international conference, trade events and educational lectures. These include Alain Ducasse at The Dorchester, Chanel, Davies and Brook at Claridges, CORE by Claire Smith, Lakefield Hospitality College, Leaders in Sport at the Emirates Stadium, Helene Darroze at The Connaught, Hotel Olympia, The Gold Service Scholarship, the Royal Academy of Culinary Arts, Nottingham Trent University, the Royal Borough Business Forum, Simpsons by Andreas Antona, B4 dinner event at Blenheim Palace and the Italian catering schools of Stresa and Alma.