Driving traveler satisfaction through focused hospitality training

For the traveler, the assurance of a quality lounge experience begins the moment they walk in the door. It starts with employees who are trained on every aspect of the traveler experience and ends with satisfied, loyal guests.

Our proprietary Service Excellence program centers on critical moments in a guest’s journey. Whether a traveler is looking for additional assistance or simply seeking peace and tranquility after a long flight, team members are taught to develop a repertoire of service actions to exceed their expectations. 

Training content is tailored to each lounge’s unique service moments as well as our clients’ brand and voice. It covers topics such as Sequence of Service and The Art of Communicating. Employees are also encouraged to find their own ways to make a guest’s experience both exceptional and memorable, such as remembering their favorite cocktail or offering them a private space to make an important business call. 

“The essence  of great hospitality is understanding the needs of the guest before they do,” notes Danny Chan, Director of Operations for a premium lounge in Hong Kong. 

Positive guest feedback and high satisfaction scores highlight how the traveler journey is a primary focus of our front-of-house training. “One guest recently remarked, ‘[I had gotten] the warmest welcome I’ve received from airport staff ever,’” says Chan. Others have commented on the exceptional and intuitive service they’d received during their stays, with one traveler sharing, “[team members] were proactive in offering beverages and recommendations for the meal. The recommendation on the Australian orange roughy was a home run!” Since launching new service operating standards last year, the satisfaction level in this lounge climbed to a record high. 

Our employees receive in-person and online training specifically created for airport lounges. They can access over 250 courses covering such essential topics as COVID-19 Prevention, Airport Security, Workplace & Food Safety, and other modules focused on travelers’ health and wellbeing. Teams often note that our hospitality training strikes a proper balance between theory and practice, which boosts their confidence and reduces turnover rates, giving our clients peace of mind. 

Ultimately, clients can expect an exceptional hospitality culture in their lounges—one that keeps travelers coming back to experience a unique, highly personalized level of service centered on their safety and satisfaction. 

As put by one pleased guest, “[The lounge] is something  we look forward to. Great food, great service, relaxing and lots of options. We actually go to the airport earlier to visit!”