We covered everything from anticipating guest needs, fine dining service style and techniques, as well as wine, champagne, cognac, tray service and coffee service. Conflict resolution methods were also covered extensively, as well as compliance basics including allergens and food intolerances.

Due to the nature of the airline’s clientele, we designed a practical way for the team to practice applying what they had learned in a role playing activity. Each team member took turns playing the role of a different client profile (corporate, royalty, VIPs etc.) or a host/waiter/hospitality assistant.

At the end of each role play, colleagues helped them identify areas for improvement. As such, the team felt more confident and capable of applying what they had learned, solidifying their newly gained knowledge in a way that prepared them to provide the level of excellent service the airline required.