Leading service organizations is not like leading any organization: the nature of service presents specific challenges such as addressing its intangible dimension, dealing with the peculiarities of its perception and, last but not least, covering an unlimited array of appreciation of what is service excellence – would it be for guests or employees.

The art of exceptional service – and leading organization that deliver such services - starts with a clear understanding of what it takes to embark guests and employees in the promise of your brand – not just once but on the long term. It is no surprise that trust is a pillar of such leadership - calling on successful relationship that are engaging, hence defining a trustworthy leadership.

This trustworthy leadership comes along with a strong customer service mindset since it plays a key role in customer satisfaction and loyalty not forgetting employee retention. Furthermore, exceptional service mindset is to be embedded in the corporate strategy. It is fundamental to equip your staff with techniques and skills to deliver an impeccable service, to recruit and leverage the right people with the right incentive, to nurture a culture of permanent feedback so that your organization can deliver not only the full promise of your brand but also this extra-mile that will touch and engage every single customer – and that we call excellence

Service leadership, together with the art and science of hospitality is what EHL has been addressing for decades, reaching today a world “top of the class” recognition 

Balance of lectures and discussions with participant presentations, debates and team discussions

This workshop “Service Leadership” will address the different dimensions of leadership and service excellence, exploring trustworthy leadership concept, the service profit chain model and the dynamics of excellence through case studies and interaction with the audience. This workshop will reflect on what it takes to be a successful service leader, leveraging multiple examples of successful service organizations and world class leaders.

Leading service organizations is not like leading any organization: the nature of service presents specific challenges such as addressing its intangible dimension, dealing with the peculiarities of its perception and, last but not least, covering an unlimited array of appreciation of what is service excellence – would it be for guests or employees.

The art of exceptional service – and leading organization that deliver such services - starts with a clear understanding of what it takes to embark guests and employees in the promise of your brand – not just once but on the long term. It is no surprise that trust is a pillar of such leadership - calling on successful relationship that are engaging, hence defining a trustworthy leadership.

This trustworthy leadership comes along with a strong customer service mindset since it plays a key role in customer satisfaction and loyalty not forgetting employee retention. Furthermore, exceptional service mindset is to be embedded in the corporate strategy. It is fundamental to equip your staff with techniques and skills to deliver an impeccable service, to recruit and leverage the right people with the right incentive, to nurture a culture of permanent feedback so that your organization can deliver not only the full promise of your brand but also this extra-mile that will touch and engage every single customer – and that we call excellence

Service leadership, together with the art and science of hospitality is what EHL has been addressing for decades, reaching today a world “top of the class” recognition