Hospitality has a new face,
but it has the same heart.

I am a hotelier. I love this industry. Moreover, I love the people that work in it. 

Our industry has evolved. I recognize the unique challenges faced by tourism and hospitality organizations in maintaining healthy and safe workplaces, while balancing the needs of the business, customers and employees during this new era.

Luminary Learning Company offers customized employee training and consulting that provides your team with the tools to create safe, extraordinary experiences that will bring growth in revenue, guest loyalty and satisfaction. 

Hospitality Learning + Development Workshops

Our workshops are vibrant and infused with team building, engaging story-telling and experiential activities that make the learning relevant, fun and retainable.

Jeffrey speaking to a group of hospitality professionals.
 

Creating an extraordinary Guest Experience

This interactive, series of workshops is customized around your properties specific needs and will provide your team a toolbox of valuable skills and knowledge which will result in the consistent delivery of an extraordinary guest experience.

Your team will acquire advanced service behaviours that will help improve their performance, exceed the expectations of your guests while crafting personalized experiences that are unique to your brand and company values.

 
A front desk manager assists a guest
 

Service Recovery Training

“The top reason customers switch brands is because they feel unappreciated when things go wrong.” - NewVoiceMedia

Do some members of your team get shaken and stirred by difficult guests and unforeseen situations?

Utilizing the Luminary Learning Company recovery model, your team will become equipped with easy to follow service recovery techniques that will strengthen their confidence, and support them to engage in genuine, solution-based interactions earning the trust and loyalty of your guests.

 
An inclusive group of hoteliers joins forces
 

Leadership Development

Are you wanting to develop your leaders?

The Luminary Learning Leadership Series is a customized training series where I engage selected leaders in an interactive environment to add to their current knowledge, skills, and abilities. The objective of every workshop is to improve the participants’ confidence and proficiency in various leadership competencies.

 
Jeffrey awards an employee with their train the trainer certificiation
 

Train the Trainer Luminary Learning Certification Program

Does your company have an exceptional onboarding program and a learning culture?

Luminary Learning Company will build a training team of Luminaires that empowers your most loyal team members to be effective coaches and trainers. Certified trainers will learn skills and knowledge on how to educate adult learners and ensure your teachings are retained and being executed according to your service standards. We will create an environment where feedback is welcomed and not feared. Allow your team to become certified Luminaries and support a new culture of learning for your organization.

An Illuminated Employee + Guest Experience. A vibrant pairing.

Culture is the heart of who you are. Your brand's mission and values will be intertwined in the learning process, which will be designed specifically for your team. Just like people, I recognize that no two brands are alike.

Luminary Learning Company will improve your guest experience while ensuring the ones delivering it are nurtured and inspired to bring it to others.

“Customers will never love a company until the employees love it first.”

– Simon Sinek

Hospitality Learning + Development Consulting

Human Resources Consulting

  • Onboarding design and implementation

  • Employee recognition and company culture enhancements

  • Recruitment and acquisitions processes

  • Refine training materials and content

  • Compliance and training documentation

  • Health + safety policies and procedures

  • Employee relations

Guest Experience Consulting

  • Gap analysis of operation

  • Guest journey mapping

  • Mystery shopping

  • Customized inspections and audits

  • Develop and implement new guest experience standards

Concierge desk in a chic hotel

Specialty Hospitality Training

Logos for Forbes Travel Guide and AAA Five Diamond

AAA/Forbes Training

Specialized training that supports your hotel, restaurant and spa in interpreting and bringing the luxury service standards to life for your guests.

A hotel housekeeper take care to make sure the pillow is perfect

A Place to Grow

Discover opportunities as a team to use the standards in a way that is unique to your brand and allows you a creative space to delight your guests like no other property can.

Luxury hotel room with skyline

A Place to Celebrate

Aligning with department heads and managers to ensure that leadership is unified and interpreting the standards in the same way, to create an award-winning experience for your employees and your guests to celebrate!

Hospitality Learning Outcomes

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 Increased overall sales and upsell revenue

Confidence in AAA/Forbes inspections and service standards

Illuminated customer service skills

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Improvement in satisfaction scores and online reviews

Confidence in handling guest incidents and resolving issues with ease

Cultivating a culture of learning within your organization

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Ignite company culture, mission and values, making it an awesome place to work

Develop an effective leadership team

Employees will stay, guests will come back

We partner with hotels ranging from bed + breakfast, boutique, and star/diamond rated resorts, and their accompanying on-property cafes, spas and restaurants. We collaborate, and refine the aspects of your guest experience that is most important to you:

Cartoon icons of the departments we work with

STAND OUT FROM THE CROWD

Learn more about our other professional development services