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      The Heart-Based Hospitality Services and Workshops


      The Focus of the Workshops

      We provide various workshops for senior managers, team leaders, and employees of all other levels so that they can create a Heart-Based Hospitality guest experience, which is strong in the essential spiritual values of hospitality, namely, loving kindness, compassion, and heart-warming care. The guest experience is very different to what one encounters in hotels generally, and eventually it will become the norm in the hotel industry, which has no other direction to move in except one in which the focus is on increasing continuously the emotional and energetic feeling of the guest experience, and on creating a guest experience, which is characterized by ever-increasing levels of loving kindness, compassion, and heart-warming care.

      Inspirational Element

      Every workshop includes an inspirational element of stories, music, and songs, which work on the hearts of the participants so that they not only believe that they can practise the contents of the workshop, but also so that they want to do so.


      The Heart-Based Hospitality Services and Workshops

      1. Pre-opening Training and the Trial Run

      There are many companies, which assist with pre-opening training. We are different in that we do not create the pervasive SOP-Customer Satisfaction guest experience. In contrast, we help hotels to create a Heart-Based Hospitality guest experience, which is strong in loving kindness, compassion, and heart-warming care. This guest experience feels very different to the rather emotionless guest experience, which one encounters so often. It is much warmer, and is characterized by a spirit of love, heart-warming care, and compassion comes from the heart. It is common to see guests at a hotel, which has implemented Heart-Based Hospitality, to be quite emotional when they have to leave, particularly at resorts.

      We can also organise the Trial Run for 6-days, 12 days, or longer. and provide scenarios and activities (some normal, some easy, and some difficult) designed to simulate a functioning hotel. The Trial Run can continue internally with the scenarios after the pre-opening. We will assist the employees to practise and apply what they have learned in the pre-opening training period, and to carry out their daily activities in the spirit of Heart-Based Hospitality.

      2. The Guest Experience Workshops

      This workshop creates for hotels a truly memorable guest experience, which is strong in loving kindness, heart-warming care, and compassion. It creates a guest experience, which is very different to what one finds in SOP-Customer Satisfaction hotels.

      The workshop comes with very extensive follow-up programme, which deepens the staff continuously in the core values of love, kindness, heart-warming care, and compassion. The spirit of the hotel’s guest experience will change and become softer and warmer by using this follow-up programme regularly.

      The workshop enables a hotel to provide hospitality at a level, which is strong in the essential spiritual values of hospitality as opposed to just providing emotionless quality and efficiency. It enables the participants to provide authentic hospitality, which is very soft and gentle, and which flows in an unlimited manner from the heart. It also enables them to let their true warm and caring inner self show more.

      The workshop helps to create a desire in the participants to show loving kindness, compassion, and heart-warming care to the guests. It does this by touching and opening their heart in various ways and by means of energy-changing activities. The participants also feel happier. At the end of each workshop the participants usually say that they feel much better able to let out the love and warmth that is bottled up inside them.

      The workshop also teaches the participants how to use energy and intentions to change the energetic feeling of the hotel.


      2.1 How to Create a Truly Memorable Heart-Based Hospitality Guest Experience, which is Strong in Loving Kindness, Compassion, and Heart-Warming Care (2 or 3 days)

      This workshop creates for hotels a truly memorable guest experience, which is strong in loving kindness, heart-warming care, and compassion. It creates a guest experience, which is very different to what one finds in SOP-Customer Satisfaction hotels.

      The workshop comes with very extensive follow-up programme, which deepens the staff continuously in the core values of love, kindness, heart-warming care, and compassion. The spirit of the hotel’s guest experience will change and become softer and warmer by using this follow-up programme regularly.

      The workshop enables a hotel to provide hospitality at a level, which is strong in the essential spiritual values of hospitality as opposed to just providing emotionless quality and efficiency. It enables the participants to provide authentic hospitality, which is very soft and gentle, and which flows in an unlimited manner from the heart. It also enables them to let their true warm and caring inner self show more.

      The workshop helps to create a desire in the participants to show loving kindness, compassion, and heart-warming care to the guests. It does this by touching and opening their heart in various ways and by means of energy-changing activities. The participants also feel happier. At the end of each workshop the participants usually say that they feel much better able to let out the love and warmth that is bottled up inside them.

      The workshop also teaches the participants how to use energy and intentions to change the energetic feeling of the hotel.

      HATSS Workshops brochure please click for download

      2.2 How to Deal Effectively With Negative Feedback from Guests (1 day)

      This workshop shows the employees what to do when a guest makes a complaint or shows displeasure. The workshop explains why a guest complains and how to react to a complaint or an indication of displeasure; and provides confidence-building practice in dealing with such situations. The workshop goes into a lot of depth in these areas, and provides plenty of role play practice.

      The workshop includes relevant content of the Heart-Based Hospitality guest experience workshop in 2.1 in order to encourage the employees to want to do their utmost to deal effectively with a complaint as well as prevent it happening in the first place.

      3. The Leadership Workshops

      The leadership courses we offer are for senior managers and team leaders, and focus on the most important leadership areas, especially those that are commonly weak amongst leaders in hotels.

      They are practical, “nuts and bolts” workshops, which enable the leaders to be effective at doing the things, which leaders must be good at, and which they should be doing every day to create a truly memorable Heart-Based Hospitality guest experience and to achieve the goals of the vision statement.

      3.1 Senior Management Workshop to Create the Hotel’s Mission and Vision Statement,and to Determine the Critical Success Factors (2 days)

      In this workshop the participants will be guided to create a Heart-Based Hospitality mission statement and vision statement, which can make the hotel very special. The workshop encourages them to think beyond the norm of an SOP-Customer Satisfaction guest experience to creating hospitality, which will fulfill the spoken and unspoken dreams of guests; and which will create the feelings, energy, and spirit, which guests would like to experience during their stay.

      The participants will be encouraged to consider whether they wish to create a hotel, which is like most others, and using the common concept of hospitality and approach to creating it; or create a hotel with a unique spirit of hospitality, which is strong in emotional energy and the spirit of loving kindness, compassion, and heart-warming care. The workshop will help the participants to understand and to get a feeling for these three core values of genuine hospitality.

      They will learn what they as leaders should do to create and develop this kind of hospitality, should they choose it. For example, how to conduct a briefing that makes the employees feel happy before they go out to meet the guests; how to influence the feelings of the guests in a positive way; how to make an area feel energetically warm and caring; how to develop the core values in their staff so that their service is infused with the spirit of the core values; etc.

      The workshop will also enable the senior managers to experience the common errors made during a pre-opening and when communicating a new mission and vision.

      The workshop will introduce the participants to the 11 Elements, which includes an extensive vision statement deepening and staff development programme that they and their Team Leaders can use to deepen the staff in the core values of hospitality above, and to develop the spirit of Heart-Based Hospitality in the new vision statement.

      In addition, the participants will learn about how to use some energy techniques as part of their strategy to create the hospitality experience stated in the vision statement. This includes teaching the Emotional Freedom Technique (EFT) to remove fears, worries, and negative emotions.

      3.2 Senior Management Workshop to Turn a Hotel’s Mission and Vision into an Organisational Development Strategy (1 day)

      The hotel’s internal organization will have to be aligned with the new vision or else there will be internal forces that prevent the hotel from achieving the new vision.

      The workshop will create an action plan to change the various systems and procedures. For each Critical Success Factor decided upon in the vision statement workshop as necessary to achieve the vision statement, an Action Plan will be made. Usually the participants choose 10-12 Critical Success Factors.

      The Senior Managers should start to carry out the plan immediately after the workshop. Many of the changes will be to the Human Resources systems.

      3.3 Practical, Effective, and Inspiring Leadership Actions to Create a Truly Memorable, Energetic Heart-based Hospitality Guest Experience (2 or 3 days)

      This particular workshop is for Senior Managers and Team Leaders to support the process of creating a Heart-Based Hospitality guest experience. It focuses on 19 essential aspects of leadership, which are essential when creating Heart-Based Hospitality; and increases their self-confidence as leaders; and helps them to be more inspiring.

      This is a very inspiring and practical workshop, which makes it very clear to the leaders what leadership actions, practices, and behaviours are needed in order to focus each day’s activities on achieving the goals of the mission and vision statement. For example, the leaders will be shown how to use a very effective daily planner to plan their day so that there is a strong focus on the mission and vision statement in all their activities.

      The workshop includes a lot of stories, songs, and videos to inspire the participants to want to raise themselves to a higher level of leadership.

      Click here for the Workshop Brochure

      4. Train the Trainer Training Skills Workshop

      4.1 Train the Trainer Workshop (1 or 2 days)

      The main difference between our Train the Trainer workshops and those of other companies is that the participants are shown how to carry out skills training in a way that the job skills are infused with loving kindness, compassion, and heart-warming care. The workshops are for hotels, which want to create a Heart-Based Hospitality guest experience as opposed to a standard SOP-Customer Satisfaction guest experience.

      The main focus is on how to conduct skills training in a way that each step of each skill includes the core values of the vision statement, and especially care, warmth, love for fellow human beings, kindness, and compassion.

      The demonstration by the Facilitator shows not just how to organize and carry out a skills training session, but also how to ask questions, which have the learners say or try to work out the standards without the Trainer having to state them. This results in more effective training. The questioning technique also enables the Trainer to bring in reference to the vision statement regularly so that the way skills are carried out by the staff is not separated from the core values and the spirit of service stated in the vision statement.

      The workshop is extremely practical and it does not include any dull sessions on theory, the main emphasis being on developing training skills and on how to train skills in the spirit of the vision statement; or better as the case may be as some vision statements are very dull and spiritless.

      The participants will learn the common mistakes made by skills Trainers.

      The workshop includes inspiring stories, videos, songs, and music, which serve to create the desire in the learners to want to make the effort to develop their team members.

      In addition, there is a section on how to align daily training and the bi-weekly or monthly departmental skills training plans with the hotel’s vision statement.

      In short, the workshops go beyond simply training the Trainers how to plan, prepare, carry out, and record their skills training. The workshops also serve to build the self-confidence of the Trainers, and to teach them ways to inspire their team members, and to increase the emotional and energetic effect of their work.

      5. A Vision Statement Deepening Programme

      Hotels usually just have a general orientation programme for new employees. We can create for you a vision statement deepening manual, which will deepen the employees in the hotel’s mission and vision statement and in the essential spiritual values of hospitality, i.e. loving kindness, compassion, and heart-warming care.

      The vision statement deepening manual deepens the new employees in the spirit and feel of Heart-Based Hospitality, and shows them how to infuse the guest experience with loving kindness, heart-warming care, and compassion. It serves to deepen understanding about the vision, to soften the heart, and to provide practical ways to provide hospitality at the level of Heart-Based Hospitality.

      There will be enough deepening material for a daily session of 5-10 minutes for 2-3 years.

      The material includes ideas, pictures, stories that touch the heart and inspire, stories that illustrate points, and spiritual quotations that reflect the core values and spirit of a Heart-based Hospitality guest experience. The main sections are:

      Part 1: The Hotel’s Mission and Vision Statement
      Part 2: Thought Energy and the Heart Energy Field
      Part 3: The Hotel’s Core Values
      Part 3.1: Loving Kindness and heart-Warming Care
      Part 3.2: Compassion
      Part 3.3: Empathy
      Part 3.4: Customer Service that Exudes Customer Service That Exudes Loving Kindness, Heart-warming Care, Compassion, Empathy, Creativity, and a Sincere Desire to Create Memorable Experiences
      Part 3.5: Mystery and Guest History Information
      Part 3.6: Passion and Enthusiasm
      Part 3.7: Win-Win Thinking and Teamwork
      Part 3.8: Teamwork and Team Spirit
      Part 3.9: Learning and Growth
      Part 3.10: Integrity, Character, and Respect
      Part 4: Heart-Centred Living
      Part 5: 11 Energetic Ways to Change Your Energy, to Become More Heart-Centred, and to Make Yourself Happier
      Part 6: Exercises to Develop Heart Intelligence and Intuition
      Part 7: Energy Medicine Exercises to Improve Your Health and Body’s Energy
      Part 8: The Hotel’s Expectations of the Employees
      Part 9: Summary and Commitment Plan

      6. Telephone Skills and Etiquette

      6.1 Effective Telephone Skills and Etiquette Workshop (half a day or 1 day)

      The workshop trains the employees the telephone skills and etiquette required at the 5-star level of service. It trains the essential telephone language, intonation, skills, and etiquette that are essential to creating an impressive telephone image, in particular when answering the phone, putting a caller on hold, transferring calls, taking messages, and concluding a telephone call.


      The workshop also shows the participants how to apply the fundamentals of using the telephone, especially smiling, posture, pitch, speaking rate, volume, and avoiding the use of dull phrases. There is special emphasis on applying the principles with the spiritual core values of Heart-Based Hospitality.

      This workshop also includes an inspirational element to build self-confidence and to increase the emotional effect of telephone use on the guests.

      7. Mystery Shopping

      There are many companies providing this service. Where we are different is that our evaluations place a heavy focus on the emotional value of the guest experience as well as on the standards of performance (SOPs).

      While a hotel’s service may be very correct according to the SOPs and may score 90%+, we find that with our evaluation of the SOPs and the emotional value of the service, that 90%+ may drop to the 70%’s. Basically, we provide a very strong wake-up call that all is not as well as the hotel’s management would like to think.


      8. The Trainer

      Peter McAlpine has helped hotels to win accolades for their hospitality, including one, which won a World Travel Award as a World’s Leading Hotel 4 years in a row. The World Travel Awards are like the Oscars of the hotel industry.

      Peter McAlpine – click here to know more

        We are the only company, which creates Heart-Based Hospitality.