Service excellence I Complaint handling I Upselling
Exclusive training courses for
the upscale hotel industry
Welcome to Hotelscape!
Rainer Lagemann - Your expert
Excellent service, perfect processes and enthusiastic guests - these are the success factors that characterise every hotel brand. As an experienced hotel industry expert, I support high-end hotels in optimising their service quality, strengthening their teams and taking the guest experience to a new level.
With tailor-made training programmes and innovative concepts, I help not only to meet guests' expectations, but to exceed them. A particular focus is on personalisation and creating unforgettable moments that leave a lasting impression.
Videoplatzhalter - Video von Rainer in Action
WHY TRAINING RIGHT NOW
Benefit Argumentation plus figures, data, facts, foi calculation
‘Qualified employees are in short supply.’
According to a recent study*, 76% of hoteliers say they have difficulty filling vacancies. Well-trained employees are your competitive advantage: not only do they act more confidently and efficiently, they also feel valued - a decisive factor in retaining them in the long term.
‘Your guests' expectations have risen.’
Guests are more demanding than ever: 82% expect excellent service, while at the same time they have become more price-sensitive. Today, your team must not only be competent and friendly, but also actively create moments that positively surprise guests and create emotional loyalty.
‘Fluctuation costs you more than you think.’
The costs of training new employees are enormous - time and money that are often underestimated. Investing in training, on the other hand, pays off quickly: A well-trained team feels more confident and satisfied and remains loyal to you, which reduces your operating costs in the long term.
‘Outstanding service is no coincidence.’
In an industry based on interpersonal experiences, the quality of your team makes the difference between success and failure. With targeted training, you not only invest in your team, but also directly in the satisfaction of your guests and in better ratings.
‘Qualified employees are in short supply.’
According to a recent study*, 76% of hoteliers say they have difficulty filling vacancies. Well-trained employees are your competitive advantage: not only do they act more confidently and efficiently, they also feel valued - a decisive factor in retaining them in the long term.
‘Your guests' expectations have risen.’
Guests are more demanding than ever: 82% expect excellent service, while at the same time they have become more price-sensitive. Today, your team must not only be competent and friendly, but also actively create moments that positively surprise guests and create emotional loyalty.
‘Fluctuation costs you more than you think.’
The costs of training new employees are enormous - time and money that are often underestimated. Investing in training, on the other hand, pays off quickly: A well-trained team feels more confident and satisfied and remains loyal to you, which reduces your operating costs in the long term.
‘Outstanding service is no coincidence.’
In an industry based on interpersonal experiences, the quality of your team makes the difference between success and failure. With targeted training, you not only invest in your team, but also directly in the satisfaction of your guests and in better ratings.
MYSTERY CHECK - YOUR INVISIBLE GUEST
We visit your hotel incognito and with a trained eye. Nobody knows we're there - and that's exactly what makes the difference. Our mystery checks show you how your hotel looks from the perspective of a real guest: What runs smoothly and where is there room for improvement? But we go further: with concrete solutions, we help you to take the guest experience to the next level.
Why a mystery check with us?
“Ihre Gäste sehen viel – wir sehen alles."
We find the blind spots that you overlook in everyday life.
‘Service that inspires starts with honest feedback.’
ir zeigen Ihnen, wie Gäste Ihr Hotel wirklich erleben.
‘Mistakes cost - we prevent them.’
Our analyses help you to turn costly weaknesses into real strengths.
‘More than just criticism.’
We provide you with directly realisable solutions that help your team move forward.
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‘Your guests see a lot - we see everything.’
We find the blind spots that you overlook in everyday life. -
‘Service that inspires starts with honest feedback.’
We show you how guests really experience your hotel. -
‘Mistakes cost - we prevent them.’
Our analyses help you to turn costly weaknesses into real strengths. -
‘More than just criticism.’
We provide you with directly realisable solutions that help your team move forward.
Curious about the most honest guest you've ever had?
A mystery check is your way to better results, more satisfied guests and teams that are proud of their work.
Frequently Asked Questions (FAQ)
Why is training worthwhile right now?
The hotel industry is facing major challenges: The search for skilled labour is becoming more difficult, long-term staff retention is a real challenge, and at the same time guests' expectations are rising. Price sensitivity meets the highest expectations of service and quality.
In times like these, targeted training is key to strengthening teams, optimising processes and taking guest satisfaction to a new level. Well-trained employees act more confidently, communicate more clearly and create an atmosphere that delights guests.
Training is more than just further education - it is an investment in the future of your hotel. Whether for better service, optimised processes or dealing with demanding guests: training helps to increase quality and prepare your team for the daily challenges.
What happens after contact is established?
We get started right away: we guarantee to get back to you within 24 hours, and you will receive a customised offer within 48 hours of our initial meeting. No standard solutions, but a customised concept that is perfectly tailored to the requirements of your hotel. Fast, efficient and uncomplicated.
How quickly will I see results?
Even after the first session. Your team will appear more confident, communicate more self-assuredly and apply targeted upselling or leadership strategies. You will see the first results immediately - and the long-term success will pay off month after month.
Investing in training is like buying a high-performing share: once purchased, the value increases and pays off quarter after quarter through motivated teams, higher guest satisfaction and increased sales. With each passing day, you will notice how what you have learnt has a lasting effect on your hotel - from team spirit to sales figures.
How can I ensure that my employees implement what they have learnt?
Sustainability is the key to the success of our training courses. Through practical exercises and direct application in everyday life, we ensure that your team not only listens, but actively participates. We integrate follow-ups and debriefings to ensure that what has been learnt is retained and implemented in the long term. Success means: theory becomes practice - and practice becomes routine.
How is the content of the training customised to my hotel?
No two hotels are the same - and that's exactly how we organise our training courses. We analyse the needs of your team and the challenges in your business in advance. From this, we develop customised content that is perfectly tailored to your objectives. Whether small practical exercises or comprehensive training plans - everything we offer is customised to you.
Are the training courses available on site or online?
Both are possible! We offer our training courses both on site at your hotel and in virtual formats - whichever suits your daily work routine better. On site, we benefit from the direct proximity to your processes, online you save time and have maximum flexibility. Together we will find the ideal solution.
What if the training does not bring the desired success?
We don't work according to a formula - our aim is for every training programme to deliver real and measurable results. That's why we focus on interactive content, practical relevance and sustainable learning methods. If you find that there is still room for improvement, we will analyse together what can be optimised. Your satisfaction and the success of your team are our top priority.
My certifications
Quality that creates trust
