Our Solution to Improve: Profitability | Service | Engagement
Our Newest & Most Cost-Effective Solution For Developing Front-Line People & Their Team Leaders.
Specialist Hospitality Programmes Designed To Deliver The Outcomes You Need.
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Protect Profit & Maximise Incremental Spends.
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Improve Service Standards and Satisfaction.
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Increase Team Engagement & Retention.
More than ever before, your sustained business success relies on the performance of your customer-caring, sales-suggesting, cost-controlling, service-skilled front-line people.
In turn, they need to be managed and led by similarly engaged team leaders and line managers with the tools to train and retain the talent in their teams - this is the key to success.
Here at Merlin, we understand that. In fact, we live and breathe it. Developing confident performance and maximising engagement is what we love doing. Helping and equipping others to do the same is what we love doing best.
Our specialist hospitality digital programme is designed to deliver the outcomes you need…
Our Innovative Two-Part Solution
Front Line Skills
Equip your front-line people with the practical knowledge and skills they need to develop their confidence through the onboarding period - and beyond.
Essential entry-level content that ignites a passion for hospitality.
Self-paced, short, punchy eLearning modules that develop an appetite for learning.
Structured support and encouragement to transfer learning back into the workplace and achieve measurable business outcomes.
Management Toolkit
A comprehensive toolkit packed with training tips & techniques; individual & group activities; quizzes; briefing templates and options for Certificates of Achievement.
Using the toolkit will ensure that the eLearning outcomes measurably impact your business objectives - because the real magic happens on the floor, not on the screen.
The toolkit will be fully aligned to your business needs at implementation.
An accountability tool for your front-line teams and managers with suggestions for continuous improvement.
Our approach ensures essential learning to achieve desired business outcomes whilst limiting the time your front team people are off the floor.
The smart part is that our management toolkit equips and supports managers and team leaders to create a thriving learning environment at the same time.
Hospitality Essentials
For all new front-line people in their first few days of employment, covering the fundamental skills and knowledge of a hospitality professional.
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Planning for Success
The Guest Journey
Know Your Standards
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Service Under Pressure
Service Recovery
Managing Complaints
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Teamwork Foundations
Collaboration & Conflict
Diversity & Inclusion
On The Menu:
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The Hospitality Industry
Your Business
The Art of Hospitality
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Understanding Your Guests
Needs & Expectations
Anticipating Guests Needs
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Communication Skills
Responding to Guests Needs
Suggestions on Storytelling
Food & Beverage Professional
Specialist knowledge to further develop your F&B service front-line people to drive service delivery, and guest satisfaction and achieve business objectives.
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Food & Flavour
Wine, Spirits & Cocktails
Coffee & Tea
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Sequence of Service
Creative Language
Storytelling
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Legal Aspects
Protecting the Profit
Understanding Your Market
On The Menu:
Coming soon…
Spa Professional
Fundamentals for team members operating in Spa’s
Compliance
A series of compliance modules to ensure your business is compliant.
Train the Trainer
Training skills for those responsible for the development of others