A luxury hotel sets the service standard from day one

The client

A historic building, a new hotel

A luxury hotel of a major international group, in a century-old historic building in a major city, during its opening phase.

The challenge

The hotel was opening in a regional market where service levels were uneven, and it wanted to be the benchmark from day one. Teams knew the existing standard operating procedures, but understood them poorly and applied them imperfectly. The procedures were also incomplete, which left open questions on delicate situations.

Our response

Three days of on-site training, organised by audience, followed by six months of practice on AdB-AI.

• All staff: from “I apply the procedure” to “I represent the hotel”. Deeper understanding of the procedures, case studies, empowering teams with trust, and difficult scenarios reviewed one by one.
• Food and beverage: full Western and Chinese table service, beverage service in the lounge, on the terrace and at the bar, complaint handling and storytelling.
• Butlers: the guest journey from the day before arrival to after departure, and personalised service.
• A signature gesture: created for the hotel, with the guest journey redesigned around it, rehearsed on site, then written into job cards.

Practice that continued after the training

The hotel’s difficult situations and new procedures became AdB-AI practice scenarios. Each employee practised on their phone with a virtual guest, and managers followed progress per person and per department. New hires joining during the opening learned with the same scenarios, which kept one standard despite turnover.

The result

After six months of AdB-AI, onboarding time fell by 50% and staff retention rose by 30%. The hotel has a remotivated, confident team, solid in its knowledge of the procedures and inspired by the new welcome journey.