Luxury Hospitality Art of Service - Brochure 2017 - Warsash Maritime ...
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Luxury Hospitality Art of Service Brochure 2017 DOCUMENT PROTECTED BY COPYRIGHT © LHG 2016, Published in the Netherlands All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior written permission. Copyright owner: The Luxury Hospitality Group B.V. LHG, 3e Katendrechtsehoofd 25, 3072 AM Rotterdam, The Netherlands. Tel: +31 646 081 660
LUXURY HOSPITALITY ACADEMY “Inspiring excellence in service by developing caring hospitality professionals” Luxury Hospitality builds on the work of Interior Yacht Services (IYS) who, for more than a decade, have been setting industry benchmarks for interior and hospitality standards. Now combined, our breadth and depth of experience continues to inspire crew and staff to deliver their absolute best. The Luxury Hospitality Academy provides 7-star interior and hospitality training for crew on-board superyachts, high-end (river) cruises, elite domestic estates, boutique hotels and resorts. Regardless of your sector, our specialist trainers transfer their knowledge, experience, expertise, inspiration, motivation and vision to participants so they can ultimately master The Art of Service. Our courses are offered both on site, and at our training facility in Amsterdam where we offer courses at Waterland Estate. All our courses are accredited through the PYA GUEST (Guidelines for Unified Excellence Service Training) program. Kind regards, Peter Telephone: +31 646 081 660 E-mail: info@luxuryhospitalitymgm.com Web: www.luxuryhospitalitymgm.com
TRAINING INFORMATION Duration: 6 days Location: Amsterdam, The Netherlands Accredited: PYA GUEST & WSET, Luxury Hospitality programme This Luxury Hospitality training will provide the following: • LHG certification; Luxury Hospitality Art of Service • PYA GUEST certification; Advanced Wine Appreciation - Module 1 • PYA GUEST certification; Advanced Bartending & Mixology - Module 1 • PYA GUEST certification; Barista & Hot beverages • WSET certification; Level 1 Award in Wine • WSET certification; Level 1 Award in Spirits The Luxury Hospitality Art of Service training is a very hands-on, practical training experience to engage the service mind-set and increase confidence, finesse and expertise. The training has been developed with you in mind. In a period of six days we will develop you to be an amazing all-round steward/ess, who is equally comfortable to work alone or in a team. Self Leadership modules; Wine Appreciation modules: § Styles of leadership § Service and wine tasting § How to be a great team player § Viniculture and vinification + climate § Effective communication § Grape varieties Service modules: Bartending & Mixology modules: § Service styles; American & Silver § Bar tools & use of cocktail equipment § Table settings and table seating § History of the cocktail and the classics § Service plan § Pouring & Shaking techniques Housekeeping modules: Barista modules: § Housekeeping and Valet services § Coffee and Tea history § Laundry equipment practical use § The know how and the how to § Art of ironing § The perfect cup
TRAINING INFORMATION
The course is focused on providing you with as much practical exercises as possible. We feel that it is vital
for you to learn about the technical service aspect and at the same time it is equally important to learn about
the essence of “hospitality”. Understanding how a guest feels, whilst you provide service is essential and
therefore we have build in multiple visits to partners.
In one week a complete understanding of luxury service!
ART OF SERVICE TRAINING CERTIFICATION LOCATION
Through this program, we help you to better understand
yourself and each other. We showcase the impact you can Talent Dynamics WATERLAND
DAY 1 Self Leadership
have on peers and the overall team performance, as well as Self Leadership ESTATE
the need to be flexible and adaptable
During this day we run through the different service GUEST
WATERLAND
DAY 2 Service techniques, focusing on American [plated] and Silver Yacht Interior
Service techniques food service ESTATE
Today we share a rigorous system for ensuring that a
laundry operation is set-up professionally and is GUEST MIELE
Housekeeping,
DAY 3 Valet & Laundry customised to the available equipment. Further Housekeeping & EXPERIENCE
inspirational elements are introduced to help you ensure Valet service CENTRE
your guests receive nothing but the best.
GUEST
Today is focused on classic cocktail training and the latest Advanced Bartending
ACADEMY
DAY 4 Bartending mixology trends. You will learn how to balance flavors and & Mixology
create your own spin on a classic cocktail.
AMSTERDAM
Module 1
You will learn how to professionally create the best cup of
coffee using modern tools and barista machines. This GUEST
ACADEMY
DAY 5 Barista highly interactive day allows you to become a confident Barista & Hot
hot beverage specialist with a hands-on, common sense Beverages AMSTERDAM
approach.
The final day gets us to work on a greater understanding of GUEST
the broader world of wine; helping you to find an effective Advanced Wine WATERLAND
DAY 6 Wine Appreciation
way to communicate with your guests about their wine ESTATE
choices. Module 1TRAINING PACKAGES
The extraordinary training is held at Waterland Estate on the North side of Amsterdam, The
Netherlands. The estate has a beautiful 18th century listed manor house surrounded by 26 hectares of
nature. When you pass the beautiful gate and follow the long driveway, you walk towards the
monumental country house. The Estate features Royal décor and a very friendly team of welcoming
staff who will look after you during your stay.
All packages include the course materials, tours, certificates, coffee, tea, drinks and snacks during the
training, as well as lunch throughout your stay.
The investment is € 455,- per person, per day (the total for 6 days € 2730,-)
The course commences each day at 9.00 and wraps between 17.00 and 18.00.
Students mostly choose to stay at the estate for the duration of the course. Therefore we have arranged
for different hospitality packages. Staying at the estate means that all the rooms throughout the estate
are at your disposal after course hours. We recommend you arrive on Sunday, late afternoon / evening.
Dinner is provided and the remainder of the evening gives you a good opportunity to get to know your
fellow students for the week. Waterland Estate is situated 15 minutes by taxi from Amsterdam/Schiphol
Airport.
Accommodation, breakfast & dinner is available at Waterland Estate at a special preferred rate:
§ Shared accommodation € 115,- per night
§ Single accommodation € 155,- per night
• Minimum amount of students apply [8],
• All pricing excludes VAT
• Our Terms & Conditions apply
TRAINING DATES
Luxury Hospitality ART OF SERVICE 6 days 16 – 21 October 2017
Luxury Hospitality ART OF SERVICE 6 days 12 – 17 March 2018ABOUT THE TRAINERS
Peter Vogel
Peter has spent more than 20 years working onboard and acting as a consultant to
some of the largest yachts and cruise ships in the world. As a former butler, steward,
chief steward, interior manager and fleet hospitality and event manager, Peter has
overseen hospitality operations for some of the world’s most impressive motor
yachts including MY Octopus, MY Lady Moura and MY Tatoosh. Furthermore, he
has produced luxury events on all 7 continents of our globe.
Given his unwavering commitment to high standards of service, Peter has worked
closely with the Professional Yachting Association (PYA) since 2011 to create the
PYA GUEST Programme, putting in place an industry benchmark for interior and
hospitality standards. Peter Vogel
Hospitality Specialist
Managing Partner
In 2012, Peter was instrumental in developing a partnership with the Warsash
Maritime Academy which led to the establishment of the Warsash Superyacht
Academy, now a world leader in superyacht training for interior, deck and
engineering.
As co-founder and Managing Partner of the Luxury Hospitality Group (LHG), Peter
plays a pivotal role in ensuring the group’s Luxury Hospitality Academy and
Lifecycle Management services are delivered by the best trainers and consultants
within the industry and specialists from luxury yachting, hotels and resorts, and
domestic estate industries.
Renata Balla
After graduating and driven by a desire to travel, Renata started working for luxury
cruise line Radisson Seven Seas (later renamed Regent Seven Seas). Having started
on-board the Radisson Diamond as a waitress, Renata quickly demonstrated her
passion for excellence and skills in personalised service, so was promoted to Head
Waitress on-board both the Seven Seas Mariner and Seven Seas Voyager. Among
Renata’s notable achievements was when, in 2004, she was promoted to
Maître D’hôtel in the signature restaurant under auspices of “Le Cordon Blue”;
Renata held this position for four years while circumnavigating the world.
Having worked for more than 10 years on cruise ships, Renata was given the
Renata Balla opportunity to enter luxury yachting by working for the Royal Family in the United
Senior Trainer / Consultant
Arab Emirates. She started as Chief Stewardess and, after a relatively short time,
was promoted to Hotel Manager/Purser onboard MY Dubawi managing special
events and voyages for the family. In this role, Renata also assisted other vessels in
the royal fleet including MY Smeralda, MY Red Sapphire and MY Dubai.ABOUT THE TRAINERS
The Bartending & Mixology modules are taught by Rob Rademakers and Misja
Vorstermans, who are equally notorious in the cocktail industry and culture for their
professional approach and expertise in the trade.
Both have won many accolades for their skills, trained onboard some of the largest
yachts in our industry since early 2000’s and have worked alongside professional
crew during large-scale events at Film Festivals and other various celebrations .
Misja Vorstermans
Misja is one of Amsterdam’s most well-known and respected bartenders thanks to
his high profile as the Cocktail Trainer and his colourful career mixing cocktails and
training staff for the capital’s trendsetting bars.
Misja received his first formal training in making cocktails in 1995, at high-end
club restaurant and cocktail bar Vakzuid in the Amsterdam Olympic Stadium. After
five years of bar management and cocktail shaking at Vakzuid, Misja joined Ricardo Misja Vorstermans
Bar, Mixology
Sporkslede and Tal Nadari to form The Fabulous Shaker Boys. From there, Misja Barista & Tea
became well known and a respected name on the international cocktail scene. Specialist
Misja has since trained many bartenders and cocktail aficionados the ins and outs
of making cocktails, and we’re thrilled that he shares his knowledge and extensive
experience with our clients.
Rob Rademakers
Rob has worked almost all his life in the food & beverage industry. From being a
dishwasher in a small Amsterdam Bistro, to global brand ambassador where he
trained thousands of bartenders in over 40 countries worldwide.
While working his way up in the kitchen Rob found out that he was more a person
that envy’s the front of the house. Five years in five star hotels soon followed where
service was essential and knowledge was key. Soon bartending followed from the
Fabulous Shaker Boys to running his own lounge bar on the Island of Crete.
While Rob has worked in numerous cocktail bars and on prestigious cocktail events
he got the role of Head Trainer Bols Bartending Academy and Global Brand
Ambassador for a period of 7 years travelling the globe to train the industry.
In 2013 Rob got the title “European Champion Tea Cocktails and Food Pairing” by
Rob Rademakers Dilmah Real High Tea Challenge. On the global finals in Sri Lanka he got 9th place.
Bar, Mixology
Barista & Tea Besides educating others, Rob has successfully completed numerous recognized
Specialist studies such as the Beverage Alcohol Resource in New York, Barista Level 2 at
Dutch Coffee Academy, WSET Level 2, Wine & Food pairing at “de Echoput”,
Master and Practice Speculator at Sincess and the Faux Tropical “Tiki” Bar school
in Ibiza. Proost!ABOUT THE TRAINERS
Angelique Besseling
Angelique’s strong grounding in F&B roles more than 15 years ago set the stage for
an impressive hospitality career that has seen her work for leading hotels, onboard
luxury cruise liners and for private superyacht owners, including the iconic 128m
MY Rising Sun.
With her exemplary guest service (including silver service) skills and expert wine,
barista and bartending skills, Angelique joins Luxury Hospitality Group as wine
specialist and trainer.
Angelique has served, and overseen the service of, some of the world’s most
expensive beverages to discerning guests. This experience, combined with her
knowledge of etiquette and protocol and tertiary studies in viticulture, positions
Angelique perfectly to train superyacht crew and hospitality staff in hotels and
private estates in the art of wine service and developing guest preference programs.
Angelique Besseling
Angelique’s training is customised to the realities of working in luxury hospitality Wine Specialist
given her firsthand experience of working in an industry that places heavy demands
on its staff in the pursuit of excellence.
The fact that Angelique currently holds the position of Hospitality Supervisor for the
Dutch Food and Consumer Product Safety Authority is testament to her impressive
career history and experience gained by working to the highest standards of F&B and
customer service.
My favorite thing about the course was seeing how passionate and how enthusiastic
our trainers were about service as an individual and service as a whole industry.
They've opened my mind up to a whole new world of possibilities with the particular
industry and have undoubtedly inspired me. I feel grateful that I was given the
opportunity to attend and participate in this course.
Laken Jay Koch – Head Housekeeper
MY BarbaraOur deepest gratitude to our partners:
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