A luxury hospitality brand

Frontline staff cleared the benchmark

Guest-excellence score (Travel + Leisure)

100% cleared the programme at a guest-ready benchmark, and the brand maintained a 99.8 excellence score signalling near-universal satisfaction.

The result

A Business Pro pathway shifted guest-facing teams from scripted interactions to luxury-grade communication, aligned to the brand's experience standards.

The approach

All 150 F&B and housekeeping employees failed the required spoken-proficiency benchmark, exposing a broad language gap across frontline service teams below the B2 needed for guest excellence.

The challenge

99.8

100%

Customer Experience & Service Excellence

Hospitality

100% of 150 frontline staff reach guest-ready communication behind a 99.8 excellence score