LECCE (LE) - Italia
Patria Palace Hotel Lecce – HO Collection
Description of the facility and training project

The elegant image of the Patria Palace – Ho Collection dates back to the 18th century. The 58 rooms and suites express the different aspects of the Palace’s beauty.

The building features a gourmet restaurant ‘Atenze’, the Rooftop Bar with a view of the Basilica of Santa Croce, and Barba’s Natural Lounge, a lounge to indulge in the changing shades of light on the façade of the Basilica.

The hotel management reached out to us to support staff members in their professional development, to develop the guest experience at the restaurant and to create an overall luxury experience for each guest in the hotel.

Project brief
13

people involved

24

hours of on the job shadowing

48

training hours

Training topics
  • On-the-job shadowing: staff were shadowed during day-to-day operations receiving real-time improvement feedback contextualised to their role
  • Luxury Guest Experience: targeted training on managing the luxury guest by applying practical techniques of linguistic and emotional intelligence and complaint handling
  • Dining Experience: how to manage the F&B experience through the use of storytelling and developing problem solving and complaint handling skills.