01Module
Guest Relations & Communication
Read the room, anticipate needs, craft the human moments guests remember.
Est. 2021 · Nairobi
Because greatservice startswith heart.
World-class hospitality training that transforms guest interactions into lasting impressions — crafted for hotels, lodges, and service teams who refuse the ordinary.
15K+
Professionals trained
300+
Workshops delivered
10+
Years of expertise
5★
Average rating
Hospitality✦Excellence✦Craft✦Discipline✦Warmth✦Precision✦Grace✦Service✦Hospitality✦Excellence✦Craft✦Discipline✦Warmth✦Precision✦Grace✦Service✦
Since 2021
A trusted hub for industry-focused service training.
About the Institute
A school of hospitality, built on the conviction that service is a craft.
Heart of Service Enterprises was founded to raise hospitality standards to international levels. We blend hands-on workshops with global benchmarks, led by seasoned trainers with decades of floor experience.
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Industry-seasoned trainers
10+ years in hotel management and guest services.
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Tailored curricula
Programs shaped to your brand, shifts, and standards.
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Multilingual delivery
Trainers available for diverse, international teams.
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Proven outcomes
Higher guest scores, lower turnover, stronger morale.
The Curriculum
Six modules. One standard of excellence.
A five-day immersion at your premises or hybrid, structured for real shifts and real floors — six hours a day, every minute earned.
02Module
Food & Beverage Excellence
Service choreography, menu fluency, and the etiquette of an unforgettable table.
03Module
Conflict Resolution
Turn complaints into loyalty with calm, structured recovery frameworks.
04Module
Cultural Sensitivity
Serve a global guest with awareness, inclusivity, and genuine respect.
05Module
Teamwork & Conduct
The grooming, discipline, and camaraderie of a five-star floor.
06Module
Leadership for Supervisors
Coach, schedule, and elevate — the supervisor as keeper of the standard.
07Module
Stress Management
Practical tools to stay composed, energised, and present through demanding shifts.
08Module
Emotional Intelligence
Read emotions, regulate reactions, and build the empathy that elevates every guest moment.
Our Approach
Learning that lives on the floor, not in a binder.
We teach through doing. Every session is a rehearsal for the moment a guest walks in — designed to build muscle memory, not just notes.
- Interactive workshops
- Role-playing scenarios
- Real-time service simulations
- E-learning modules
- On-the-job coaching
- Group discussions & peer feedback
5 days
Immersive
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Testimonial
After completing the training, our staff demonstrated remarkable improvement in guest interactions, leading to a 20% increase in positive reviews.
Hospitality Partner
Let's BeginRequest a Proposal→
Elevate your team. Transform every guest moment.
Five days. Twenty-five participants. One new standard. From $8,500 — including materials, certification, and follow-up support.
Email
angelmaswili@gmail.com
Phone
+254 724 825 569