Masterclass Program

Expert Training:
"The Hunch"

Tailored Concierge Training for hospitality and customer service operations. Elevating service to an art form.

A Wealth of Expertise

After dedicating 18 years to serving thousands of guests in luxury ski resorts and spending 8 of those years managing and training other concierges, Zac at Mystique Ski has acquired a wealth of knowledge and expertise in conciergerie—the art of concierge service.

His experience positions him perfectly to share valuable insights with aspiring staff and entrepreneurs across all areas of the hospitality industry. Mystique Ski will often also bring in guest trainers who are also very experienced concierges for both complimentary and differing points of view.

Anticipation: The Key Quality

“The Hunch”

Among the many factors that contribute to excelling as a concierge, anticipation stands out as a truly defining quality. A good way to describe it is having - “A Hunch that they will now want……”

This ability to respond intuitively enables a top-level concierge to foresee a guest’s next request. Achieving a certain level of understanding of the guest through various techniques enables the concierge to create an environment that greatly enhances capability. This instinctive sense distinguishes outstanding conciergerie from simply good service.

Our Training Plans

We offer comprehensive, bespoke training plans designed to meet the needs of your personnel and any individuals or groups involved in customer-facing roles. Our programmes are tailored specifically to ensure that every participant receives relevant, practical knowledge applied to their day-to-day responsibilities.

Snow Sports Instructor Training

Train your ski and snowboard instructors to look beyond the mechanics of skiing and deliver a fully immersive luxury concierge experience on the mountain. Focus on anticipating client needs during dynamic weather and mountain conditions.

Chalet Staff Training

Refine the domestic operations, intuition, and guest anticipation abilities of your private chalet teams. From dinner preparation timelines to anticipating evening fireside ambiance before the guests arrive back from the slopes.

Hotel Staff Training

Transform front-desk and concierge staff into mind-reading hospitality masters. Equips hotel staff to read subtle cues and execute unprompted elite service that surprises and delights every guest.

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