On-site Training in all Provinces of SA.        Call/ WhatsApp: +27 82 765 9238      Email: training@hospitalitycourses.co.za

Villa Training | Best Training for Luxury Villas

5 Star Villa Staff On-site Training

 

We have trained some of the best villas in Cape Town and other areas. Our training will equip your housekeeping team and butlers with the skills to maintain very high standards and exceed guest expectations. 

 

Our butler training covers the following departments:

  • Housekeeping - We will train your housekeeping staff 5 star standards to meet and exceed your guests' expectations
  • Butler Service - We will train your butlers 5 star standards including welcoming, food service, booking for your guests, and many more. 

 

What topics does our villa butler training cover?

During our villa butler training we cover on topics:

  • The duties and responsibilities of the luxury villa butler

  • Guest awareness

  • The butler skills and providing 5-star customer service

  • Wine knowledge and service

  • Food and wine pairing guidelines

  • Attention to detail

  • Excellent communication skills

  • Creating a mind-blowing guest experience

  • Personal presentation

  • Proper mise-en-place

  • Table setting and food service

  • Dealing with VVIP guests

  • Housekeeping turn-down service

 

We specialize in on-site training to villas in South Africa and other countries.
 

We offer customized training that directly benefits your establishment through our easy-to-understand explanations and the use of role-playing exercises. Our trainers and facilitators bring many years of experience in the hospitality industry and have the expertise to provide training that leads to tangible results, great guest feedback, proud staff members, and positive work habits.

 

Service Excellence

Villa butlers play an important role in providing personalized service to guests.

This topic contains the following elements:

  • Importance of the guest in the villa

  • The guest as a source of revenue

  • The impact of the guest on the organization

  • Guest satisfaction and company profitability

  • Annoying habits

  • Anticipating guest needs

  • Maintaining good customer care

  • Confidentiality of company and guest information

  • Personal presentation

  • Personal development

 

Guest awareness

One of the primary duties of a villa butler is to ensure that guests' needs are catered for from the time they check-in until check out. 

This topic contains the following elements:

  • Greeting of guests

  • Promoting facilities and services

  • Guest Expectations

  • Guest reaction to poor customer service

  • Guidelines for superior guest care

  • Guest care in other fields and industry

  • Improving guest care

  • Effective communication

  • Range of guests

 

Presentation

  • Dress code and personal hygiene

  • Maintaining personal cleanliness and hygiene

  • Hygiene standards

  • Professional appearance

  • Uniforms

  • Jewelry

  • Hair, moustaches, beards, and nails

  • Dress

  • Illness

  • Organizational policy

  • Common illnesses and interaction

 

Guest pre-arrival preparation

The butler's guest pre-arrival preparation training includes the following: 

  • Ensure that guests' preferences are provided upon arrival to the resort, including choice of beverages, etc. 

  • Offering pre-arrival butler forms for guests to fill out, ensuring that the butler is prepared for any special requests such as dietary restrictions, babysitting needs, or special occasions.

  • Arranging airport transfers for the guests. 

  • Preparing registration forms for guests.

  • Preparing welcome cocktail and refreshing towels for guests.

 

Guest Arrival Procedure

The butler's guest arrival procedure training includes the following:

  • Meeting, greeting, and offering the guests refreshing towels

  • Providing welcome drinks or cocktails for the guests.

  • Offering private check-in for guests.

  • Ensuring that the guest's accommodation is ready.

  • Introducing guests to their accommodation facilities, including in-room beverages, how TV, air conditioner works, and all other important information that will make the guest’s stay comfortable. 

  • Unpacking the guest’s luggage as necessary.

  • Pressing the guests' first night clothing.

  • Enquiring about the guest's dinner times and preferences.

 

Evening Service

Our villa butler's evening service training includes the following:

  • Dining table setup.

  • Bringing the guests’ amenities before dinner.

  • Escorting guests to the restaurant for dinner where they have reserved a beautifully decorated table. 

  • Ensuring that the guests' suite is turned down and has all the amenities of the night.  Guest room turn-down includes removing cushions from the bed, folding the duvet, closing curtains, laying gowns/ bathrobes and slippers on either side of the bed, switching on the aircon to the desired temperature, laying the breakfast menu and chocolates on top of each pillow, putting still water on each side of the bed, switching off main lights and switching on bedside lamps, etc. Turndown service varies from one game lodge to the other.

 

5-star service

5-star service contains the following:

  • Villa facilities and services

  • Introducing the guests to their rooms

  • Showing your guests around and what is available

  • Showing your guests complimentary items

  • Offering refreshments to your guests

  • Getting details about your guest's interests

  • Preparing romantic dinners for your guests

  • Booking your guests dinner, lunch, and breakfast

  • Proper wine service - still and sparkling

  • Selling exclusive wines

  • Booking other services and excursions for guests

 

Dealing with guests' arrival

  • Meeting the guests at the airport

  • Preparation of guest documentation

  • Special requests / requirements

  • Interdepartmental communication

  • Check-in processes

  • Registration

  • Customer arrival

  • Promoting services

  • Accuracy of information

  • Methods of payment

  • Completion of the registration process

 

Guest Relations and Housekeeping

 

  • Developing rapport with guests

  • Complaints and Queries

  • Guest relations and guest requests

  • Housekeeping duties

  • VIP guest service

  • VIP satisfaction

  • Working in VIP and guest areas

  • Record keeping

 

Facilities

  • Gym, swimming pool and other facilities offered

  • Housekeeping & turn-down service

  • Origami training - folding towels to decorative shapes

  • Courtesy bar/lounge

  • Room service

  • Breakfast & dinner

  • Information about excursions in the area

  • Demonstrating facilities

  • Laundry services

  • Pressing services

  • Polishing shoes

 

Do you need training for your villa staff? We would like to hear from you. Drop us an email the form below.

 

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