Dorchester Collection Academy

This session will see you build skills and confidence in knowing your personal brand and what it means to reflect this in everything you do. We’ll use the theory of ‘emotional intelligence’ to look at ways you can proactively engage in meaningful conversations and develop business relationships.

The evolving nature of customer service means that expectations are continuously being elevated. This course introduces the principles of customer interactions, combined with understanding their emotional needs. Our trainers will share inspirational examples from Dorchester Collection to spark your imagination.

Developing on the Essentials of Exceptional Service, the focus of this course is offering the ultimate customer experience to each individual. We look specifically at interactions within the luxury industries.

Naturally, mistakes can happen, but it’s rarely this that disengages your customer. In this course we focus on dealing with difficult situations, supporting unhappy customers and making sure they become lifelong ambassadors for your business.

Engaging with a customer by name is a vital component of the ultimate service experience in a luxury setting. Together we’ll explore the significance of using a name and how it can work for your business. We’ll also introduce handy memory techniques to help with recalling names.

Understanding how to deliver exceptional service underpins the luxury market today. During this course we’ll explore the key elements of emotional luxury, learning how to deliver a bespoke and personalised experience for your discerning customers.

The pandemic has changed the way we consume and travel, and prompted us to rethink important issues. In this course we’ll explore how the expectations of different generations are evolving, and what this means for the hospitality industry. We’ll offer a panoramic view across luxury industries, highlighting sustainability trends and new initiatives.

We engage with people every day, but in your business, is the importance of these interactions genuinely understood? In this course we’ll develop a mindset that cultivates bespoke memorable moments, unveiling the sources of appropriate customer information. We’ll also learn how to use technology and insights to build customer personas.

We’ve learned that storytelling is a wonderful way to win the hearts and minds of our customers. This course focuses on using storytelling to strengthen customer engagement. We’ll consider different ways it could work for your business, uncovering your unique stories waiting to be told. You’ll craft your very own story and practise the learning points from the session.

Small talk with customers can be the foundation of a long-lasting relationship, but it’s a skill that requires practice and confidence. In this course we introduce a three-step framework involving asking questions, responding and encouraging. We’ll also cover topics to avoid and exit strategies.

In a world moving away from traditional values, extending a warm, genuine welcome can really set your business apart. For this course you’ll define, develop and present your own ultimate welcome, and identify unique ways to reflect the spirit of your brand. We’ll explore the emotional impact of a personalised welcome and how you can achieve this.

Success can depend on how employees across all levels pull together and work towards a shared goal. For this course we’ll explore how individual roles may impact attitudes, and uncover new ways for you to support both personal and professional success.

As the world changes, so too does our understanding of luxury. This course introduces the concept of gracious and elegant service, a timeless approach that can truly connect people, customers and employees alike. We’ll use relevant examples, stories and scenarios to help you discover new ways of interacting with customers and delivering on their needs.