Principal Trainer: Monica Or
Monica is a hospitality industry expert and Amazon best-selling author, dedicated to assisting hoteliers in creating memorable guest experiences.
With a focus on strategic initiatives and attention to detail, she ensures that hotels not only delight their guests but also develop a loyal customer base that serves as passionate advocates for their businesses
Below you will find more details on the Star Quality Virtual courses being run online.
These bite-size training programmes last for one hour each – and build on the concepts from the Star Quality books.
The cost is just £25.00 per session
You can join whichever course you want to explore in more detail, or make it a habit and join each month!
Star Quality Hospitality – The Key to a Successful Business
This text covers everything from the culture and structure of your business and operational solutions; to common problems; to looking after your
staff and wowing your guests.
Providing clear guidance and solutions to produce optimum results and improve profitability.
I would definitely recommend this and any course run by Monica Or – it has been devised by someone who knows, intimately, how a hotel should be run.
Workshop 1
SQH1
Hospitality Harmony:
Operational Solutions for Seamless Guest Experiences
Delve directly into key strategies vital for tackling everyday operational challenges in both back-of-house and front-of-house areas, tailored specifically for small hotel owners and managers.
Gain practical insights and actionable solutions designed to optimize guest services and streamline internal processes, ensuring immediate and effective implementation
Workshop 2
SQH 2
Strategic Staffing Success:
Recruiting and Training Excellence
Elevate your recruitment and training game.
Learn proven recruitment strategies to identify the right candidates to optimize your hiring process and create a robust program to nurture and develop your staff
Workshop 3
SQH 3
Guest-centric Excellence: From guest expectations to ‘Going the Extra Mile’
Practical techniques for identifying and exceeding guest expectations, ensuring a perfect match between what you offer and what your
guests desire.
Learn how to go the extra mile to create memorable moments that set your service apart
Workshop 4
SQH 4
Navigating Success: Business Excellence and Industry Trends
Learn key strategies to measure your success to remain profitable in the hospitality industry.
Discover the latest industry trends, including technological innovations, personalisation and service.
Star Quality Experience – ‘The Hotelier’s Guide to Creating Memorable Guest Journeys’
This will set you apart from your competition.
To create memorable guest experiences, as a hospitality professional you need to put yourself in your guest’s shoes. Go on a journey with a difference as you explore what the hotelier in the know does before even meeting their guest, the touchpoints during their stay, and what happens after they leave.
From the book “The 7R’s model” e.g. Resource, Response, Rapport, Refine, Review, Retain and Return, is explored in more detail:
We are introducing this workshop to all our team – it is fun, and introduces new knowledge. Highly recommended
Workshop 1
SQE R 1
Unlocking Discoverability: Leveraging Online Resources for Hotel Visibility
Delve directly into key strategies vital for tackling everyday operational challenges in both back-of-house and front-of-house areas, tailored specifically for small hotel owners and managers.
Gain practical insights and actionable solutions designed to optimize guest services and streamline internal processes, ensuring immediate and effective implementation
Workshop 2
SQE R 2
First Impressions Matter: Proactive Guest Engagement and Profile Building
Elevate your recruitment and training game.
Learn proven recruitment strategies to identify the right candidates to optimize your hiring process and create a robust program to nurture and develop your staff
Workshop 3
SQE R 3
Rapport Building Mastery: Establishing Genuine Connections
Learn the essential techniques to establish rapport quickly and authentically, fostering positive relationships in both personal and professional settings. From effective communication strategies through use of language and communication preferences to body language cues
Workshop 4
SQE R 4
Heartfelt Hospitality:
Personalising Guest Experiences and Embracing Random Acts of Kindness
Explore the transformative power of personalising guest experiences and infusing moments of delight through random acts of
kindness. Discover strategies to create tailor-made experiences that leave a lasting impression on your guests. Learn the art of incorporating genuine, unexpected gestures to elevate their stay. Cultivate a culture of warmth and generosity, enhancing the overall guest experience
Workshop 5
SQE R 5
Flawless Farewell: Crafting Smooth Departures for Rave Reviews
Unravel the strategies for orchestrating seamless departures that leave a lasting positive impression on guests, ensuring rave reviews. Explore techniques to elevate the departure experience, from efficient check-out processes to personalised farewells. Learn the art of capturing feedback gracefully and turning departures into opportunities for positive guest relations
Workshop 6
SQE R 6
Loyalty Boost: Elevating Guest Retention and Building Lasting Loyalty
Explore the essential strategies for not just retaining guests but building enduring loyalty. Learn the art of creating memorable experiences that keep guests coming back for more. Delve into effective loyalty program design, personalised engagement tactics, and post-stay follow-up strategies
Workshop 7
SQE R 7
Return with Delight: Crafting Unique and Memorable Welcome Experiences for Returning Guests
Explore the transformative power of personalising guest experiences and infusing moments of delight through random acts of
kindness. Discover strategies to create tailor-made experiences that leave a lasting impression on your guests. Learn the art of incorporating genuine, unexpected gestures to elevate their stay. Cultivate a culture of warmth and generosity, enhancing the overall guest experience
Star Quality Talent – Inspiring Hospitality Careers’
Follows the careers of hospitality professionals from humble beginnings to where the industry has led them. It gives tips on how to get
ahead and move from a stagnant job to having a fulfilling career.
Required HOSPITALITY skills needed are explored in detail
Monica is really clear with everything and explains anything I didn’t understand
Workshop 1
SQT 1
Thriving in Hospitality: Unveiling Employer Expectations for Attitude and Behaviour
Delve into the unique aspects of the HOSPITALITY skills employers seek in relation to attitude and behaviour. Explore the crucial attributes, such as being proactive and using your initiative to show professionalism, that set individuals on a path to success in hospitality careers.