Quality and Leadership in the Hospitality Industry

Ever wonder how to create a unique service culture that will serve as a competitive advantage and structure the business under excellent standards of quality management?

The programme provides the foundations of quality to excel in the service sector. Employers have a vital role in perpetuating a strong culture, starting with recruiting and selecting applicants who will share the organization’s beliefs and thrive in that culture, developing orientation, training and performance management programs that outline and reinforce the organization’s core values and ensuring that appropriate rewards and recognition go to employees who truly embody the values.



Travellers elevate their expectations on living transformative experiences, and our future generation of leaders strive for more meaningful workplaces.

The challenge is two-folded: Returning back to basics to deliver excellence through products and services and aiming to create a service culture based on excellence to have a competitive advantage amongst our internal and external clients.


The programme follows a dynamic methodology. A mixture of short lectures, exercises, and team activities will be followed throughout the sessions.


  • Develop the culture of a company.
  • Identify their external and internal clients.
  • Learn the power of excellent leadership.
  • Develop and establish standards.
  • Work in process teams to face challenges.
  • Develop client loyalty and recovery programs.

Participant profile

  • C level hotel executives
  • Hotel owners

Course Structure and Teaching Methods 

The course follows a dynamic methodology. A mixture of short lectures, exercises, role playing and team activities.

Expected outcomes / At the end of the programme participants will be able to…  

  • Create their own service culture.
  • Have a new perspective on service excellence.
  • Have a wider awareness over their true leadership and accountability.

Delivery & Format

  • Duration: 2 days
  • Delivery language: English
  • A modern, relaxed and creative learning environment
  • Personal approach and full commitment to your needs
  • Limited class size


  • 20 January 2022, from 8:30 am to 16:30 pm.
  • 21 January 2022 from 8:30 am to 15:00 pm.


  • Rikli Balance Hotel – Sava Hotels & Resorts in Bled
    –> Book here.


Susana Marín Coe-Archer


Early bird

  • Price for programme (2-day) is 500€ (till 30 December 2021).

Individual price

  • Price for programme (2-day) is 650€. 

*VAT is excluded.

For companies that are members of SRIPT price for programme is 100€. When you apply insert the code SRIPT in the notes.

No refunds can be made for cancellations received less than 3 days before the start of the program. In a case of no-show, there will be no refund of programme fee.

After filing out the registration form you will receive the confirmation on your e-mail address.

An invoice will be delivered to the address provided in the registration before the workshop starts.

    General Information:
    Application form fulfilled by:
    Company Information:

    Participation fee will be paid by the company

    I am a member of the Alumni of the School of Economics and Business in Ljubljana
    I would like to receive information about trainings and other events