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In today’s rapidly evolving hospitality landscape, excellence can’t wait for tomorrow – it must happen now. Customer expectations are higher than ever, competition is fierce, and service standards are under constant scrutiny. To stay ahead, hospitality professionals must be equipped with the practical skills, confidence, and resilience to deliver unforgettable experiences at every interaction.
The Hospitality Academy isn’t about waiting for the future; it’s about transforming hospitality today. Our innovative programmes, developed in collaboration with world-class industry experts, address the immediate challenges facing businesses right now – from service consistency to guest engagement, emotional intelligence, and team performance.
Through dynamic, hands-on workshops and real-world training, we empower individuals to meet today’s demands head-on, elevate customer service standards, and create meaningful experiences that drive loyalty, reputation, and long-term success.
Together, we are setting a new benchmark for excellence – one guest, one interaction, one moment at a time.
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Hospitality Academy Apprenticeships
A standout feature of the Academy is the "Hearts & Minds" Learning Suite - a first-of-its-kind collection of immersive modules, embedded within the hospitality apprenticeship programmes. Designed to seamlessly blend practical service skills with leadership development and mindset coaching, creating a uniquely powerful learning experience.
The Service Star™
A structured approach to delivering outstanding service, every time.
Customer Journey Grid™
Understanding every touchpoint in the guest experience and how to enhance it.
Mind Your Language™
The power of communication and its impact on service excellence.
Positive First Response™
Handling guest requests and challenges with confidence and professionalism.
Showtime!™
The importance of presence, body language, and energy in delivering high-impact service.
Heads Up - Thinking Like a Meerkat™
Adopting a proactive approach to service and anticipating guest needs.
Brilliance Benchmarking™
Setting high personal and professional standards to consistently exceed expectations.
Emotional Bank Account™ & Wee Wows™
Understanding emotional intelligence in service interactions and how small touches create big impacts.
Massive Action = Massive Results™
Cultivating a mindset of continuous improvement and professional growth
Hospitality Academy Masterclasses
Two specialist immersive, face-to-face masterclasses, designed to equip hospitality professionals with the skills, confidence, and expertise to deliver exceptional service.
The Art of Service
Master Specialist Skills to Deliver World-Class Experiences.
This immersive, face-to-face masterclass focuses on refining professional service skills with precision, passion, and professionalism.
Service Experience
Create Guest Journeys They’ll Never Forget.
This masterclass shows hospitality professionals how to design memorable guest experiences through storytelling, host-led interactions, and emotional engagement.
Meet the Experts Behind the Academy
We are proud to have worked in partnership with Michael Heppell and Paul Martin to develop cutting edge content that drives excellence in hospitality training. Their expertise has been instrumental in developing the framework and methodologies that underpin our curriculum.
Michael Heppell
International speaker. Bestselling author. Trusted advisor to The Ritz, Disney, and Virgin Atlantic.
Michael has spent his career coaching individuals and organisations to be brilliant - creating outstanding customer experiences and redefining service excellence at the highest levels.
"Exceptional service isn’t about ticking boxes. It’s about mindset, energy, and a relentless commitment to being brilliant."
- Michael Heppell
Paul Martin
Founder of Mixxa. Hospitality strategist. Leadership innovator.
Paul’s dynamic approach transforms service cultures, develops inspiring leaders, and crafts guest experiences that are unforgettable, impactful, and commercially powerful.
"The best service experiences aren't accidental - they are intentionally crafted to leave a lasting impact."
- Paul Martin
Together, Michael and Paul bring energy, expertise, and real-world insight to the Hospitality Academy - helping shape a new generation of confident, charismatic hospitality professionals.
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