For hotels, resorts, and hospitality groups that are striving to be in the top 3
Hotel & Hospitality
Training,
Built To Win The
Repeat Booking.
100% custom programs trusted by award-winning hotels, resorts, and spa groups on 5 continents. Built around your brand standards, your team, and the guests who write the reviews that move your ranking.
Live · 60-min custom session
Your region, your currency
Service Program
a top-3 TripAdvisor rank
Training Magazine
audits scored
custom programs
programs have run
The two foundations every hotel program is anchored to.
LACE is the service methodology Oculus has refined across 20+ years. Your brand standards are the bar we measure it against. Every program trains the one and maps it to the other.
Method 01 The methodology
LACE: the four pillars of hotel service.
The shared language every team learns first, from the front desk to housekeeping.
Tap each letter
Listening
Active listening that turns a transaction into a moment the guest remembers.
Method 02 The measurement
Mapped to the standards you are measured against.
We don’t certify against these frameworks. We train to them, and to the one only you own.
Also trained to the standards your inspectors use
From a 28-room boutique
to a 400-property portfolio.
Pick your department to see what we train, what we measure, and what five-star looks like for that team.
The two minutes that set the tone for the whole stay.
Your guest has travelled, queued, checked their phone five times. The check-in is their first real impression of the property. We train your team to make those two minutes feel like the start of something, not a transaction.
- Eye contact and name use within the first sentence, every time.
- Personalised upgrade and amenity offers, never scripted upsell.
- Check-out that earns the review, not just clears the bill.
- Lobby presence that anticipates rather than reacts.
Core modules for this team
- Check-In IMPRESS
- Check-Out IMPRESS
- Upselling at Check-In
- Service Recovery
- Reading the Room
- 5-Star Body Language
- Confidence in Negotiation
What we measure
The first voice they hear. The booking they don’t compare.
A reservation call is a sale and a service interaction at the same time. We train your team to qualify, recommend, and convert, while building the connection that makes the rate feel like the right call.
- Qualifying questions that match the room and rate to the real trip.
- Upgrade and package offers framed as benefits, not add-ons.
- Handling cancellations, sold-out dates, and price resistance with confidence.
- The IMPRESS framework on every call, recorded and coached.
Core modules for this team
- Reservations IMPRESS
- Call Foundations
- Handling Cancellations
- Encouraging Direct Bookings
- Upselling on the Call
- Overcoming Resistance
- Mystery Shopping Audits
What we measure
Where the property ends and the story the guest tells begins.
The concierge isn’t a directions desk. It’s where personalisation gets real, where the recommendation makes the trip, and where the guest decides whether you’re a hotel or their hotel. We train for that.
- Recommendations shaped around the guest, not the printed map.
- Follow-up that confirms the experience, not just the reservation.
- Knowing the neighbourhood, the seasonal calendar, the quiet table.
- Owning the guest journey across the whole property, not just the lobby.
Core modules for this team
- Concierge IMPRESS
- Art of the Recommendation
- Service Storytelling
- Personalisation & Names
- Language of Luxury
- Loyalty & Recognition
- Stay-Well Calls
What we measure
Banquets, dining rooms, and room service that read like Forbes.
F&B is where service standards are most visible and most often missed. Pace, presentation, language, and the small choreography that separates a meal from a memory. We train across every F&B sub-team.
- Forbes and AAA Diamond style points built into every shift.
- Confident wine, menu, and dietary conversation. No defaulting to the manager.
- Banquet and event service that holds 5-star standards at volume.
- Room service and in-room dining that feels like a treat, not a delivery.
Core modules for this team
- F&B IMPRESS
- Dining Room Service
- Banquets & Catering
- Room Service IMPRESS
- Upselling Wine & Add-Ons
- Brand Standards Review
- Service Under Pressure
What we measure
The team that writes most of the review, before the guest ever leaves.
Housekeeping touches the room more than anyone, and the room is what guests photograph, share, and review. We train your team on the service moments inside and around the room, not just the cleaning checklist.
- Room entry, privacy, and presence that respects the guest at every knock.
- Turn-down service that becomes part of the brand, not an afterthought.
- Inspection standards aligned to Forbes, AAA, or your own brand book.
- Guest interaction in hallways and elevators that feels professional, not awkward.
Core modules for this team
- Housekeeping IMPRESS
- Room Entry & Privacy 101
- Turn-Down Service
- Room Inspection
- Guest Requests & Delivery
- Brand Standards Review
What we measure
The treatment is the product. The journey is the reason they return.
From the booking call to the bath after the treatment, your spa team shapes a full-day experience. We train them to extend it, personalise it, and turn a visit into a rebooking before the guest leaves the property.
- The full spa journey: arrival, baths, treatment, restaurant, return.
- Recommendations that stretch the visit, not just add a service.
- Therapist communication that matches the energy of the treatment.
- Retail and product conversations that feel like care, not commission.
Core modules for this team
- Spa Reservations IMPRESS
- Treatment Journey Design
- Retail & Product Recommendations
- Therapist Communication
- Rebooking at Departure
- Privacy & Modesty Standards
What we measure
Sample KPI ranges drawn from typical Oculus hotel programs. Your trainer baselines your actual numbers during discovery, so the targets you commit to are based on your property, not a brochure.
Hotels, spas, restaurants, casinos, residences, and beyond.
Whatever you call your guests, we train your team to keep them. If reviews, brand inspections, and the moments between booking and departure decide your year, this program is built for your property.
Hotels & Resorts
Branded flags, full-service, boutique, resorts
Spas & Wellness
Day spas, resort spas, wellness retreats
Restaurants
Fine dining, casual, restaurant groups
Casinos & Gaming
Gaming floors, integrated resorts
Vacation Rentals & Residences
Branded residences, luxury rentals
Multi-Property Groups
Brand collections, management companies
Cruise & Yacht
Cruise lines, yacht crews, floating service
Private Clubs & Golf
Members clubs, country clubs, golf resorts
Not seeing your property type? Tell us about your property →
The hotel curriculum
30 Hotel Modules.
Filter By Department, Build Your Program.
Every module is a standalone building block, fully customised to your brand standards (Forbes, AAA, LQA, or your own). Filter by the department you want to train, mix across departments for a property-wide program, or hit Build Custom and tell us what you actually need. Every Oculus program is 100% custom at no extra cost.
Reservations IMPRESS
The seven-letter framework Oculus has refined across 100,000+ mystery shopping audits. Invite, Measure, Personalise, Recommend, Exceed, Solutions, Stability. The single most measurable revenue lift for any hotel reservations team.
5-Star Service Standards
Forbes, AAA Five Diamond, LQA, or your brand book. The body language, vocabulary, and choreography that define five-star, mapped to whatever inspection standard your property is held to.
Check-In IMPRESS
The two minutes that set the tone for the entire stay. Eye contact, name use, and a personalised arrival that earns the review before the guest reaches the room.
Check-Out IMPRESS
Acknowledge loyalty, create a lasting impression, encourage the positive review. The check-out is the last service moment and the strongest predictor of the next booking.
Upselling at Check-In
Front-desk upselling that does not feel like a sales script. Suite upgrades, late check-out, spa add-ons, and dining reservations offered as part of the welcome, not bolted on.
Stay-Well Service Calls
A short, proactive call to the room early in the stay. Catch friction before it becomes a complaint, surface upsell opportunities naturally, and signal a hotel that genuinely cares.
Call Foundations
The opening, the listening, and the close. The three reservation-call moments where most teams lose the booking, recovered through structured practice and mystery-shopping reinforcement.
Handling Cancellations
Every cancellation is a saved booking in disguise. Empathy, alternatives, and the language that keeps the guest in the family even when the dates have to change.
Encouraging Direct Bookings
The OTA-vs-direct conversation, handled with warmth. Why book direct, said in a way the guest actually finds useful, with brand benefits they cannot get on a third-party site.
Overcoming Resistance & Negotiation
Price resistance, sold-out dates, the savvy guest who knows the rack rate. Train your team to negotiate with confidence and protect ADR without losing the booking.
Concierge IMPRESS
The concierge desk as a service moment, not a directions counter. The recommendations, follow-ups, and personalisation that turn a hotel into “their” hotel.
Local Knowledge & The Art of the Recommendation
The seasonal calendar, the quiet table, the neighbourhood the guidebook missed. Train your concierge team to recommend like a trusted friend, not a printed map.
VIP & Returning Guest Recognition
The named welcome, the remembered preference, the gesture that costs nothing and earns everything. The behaviours that turn a once-a-year guest into a five-times-a-year regular.
F&B IMPRESS · Dining Room
Pace, presentation, language, and the small choreography that separates a meal from a memory. Forbes and AAA Diamond style points built into every shift.
Banquets & Event Service
5-star standards at volume. Banquet teams that hold service quality across 50, 200, or 500 covers without losing pace or personalisation.
Room Service & In-Room Dining IMPRESS
In-room dining that feels like a treat, not a delivery. The knock, the setup, the handover, and the discreet exit. The small theatre that turns a tray into a five-star moment.
Housekeeping IMPRESS
Housekeeping touches the room more than anyone, and the room is what gets photographed and reviewed. Service standards for every interaction inside and around the room.
Room Entry & Privacy 101
The knock, the wait, the announce, the pause. The protocol that respects the guest at every door and the language that protects them when they are inside.
Turn-Down Service Standards
Turn-down as a signature service moment, not an afterthought. The small thoughtful gestures that show up in TripAdvisor reviews by name.
Spa Reservations IMPRESS
The spa booking call as the start of the journey, not just an appointment confirmation. Train the booking team to sell the experience, not the time slot.
Treatment Journey Design
The whole-day experience. Arrival, baths, treatment, restaurant, return. Train your team to extend the visit naturally so the guest leaves having gotten everything they paid for and more.
Retail Recommendations & Rebooking
The post-treatment moment is the highest-converting upsell window in hospitality. Therapist and front-desk language that turns recovery time into the next booking and a take-home product.
Brand Standards Review & Mapping
Your Forbes, AAA, LQA, or internal brand standards turned into trainable behaviour. The inspection criteria mapped to specific modules and role-plays so training matches measurement.
Complaint IMPRESS & Service Recovery
The structured approach to handling complaints across every department. Acknowledge, empathise, resolve, follow up. The five steps that turn a complaint into a five-star review.
Multi-Language Guest Service
For properties serving international travellers. The non-verbal skills, key phrases, and recovery strategies that protect service quality across language gaps.
Virtual Service & Pre-Arrival Communication
The email, text, WhatsApp, and chat conversations that increasingly happen before the guest arrives. Brand voice, response time, and tone that match the in-person standard.
Action-Reaction: Service Recovery Consistency
When something goes wrong, what does your hotel do? Standardise the response across every department so guests get the same recovery whether they tell the bellman or the GM.
Dealing with Abusive Guests
Even the best hotels meet difficult guests. Train your team to protect themselves and each other while preserving the brand. Where the line is, how to hold it, when to escalate.
Review Response Coaching
The TripAdvisor, Google, and Booking.com response is part of your service standard. Train the team that writes them to respond with warmth, ownership, and brand voice, not corporate apology.
Manager Coaching for Hotel Performance
Training without manager reinforcement decays in 30 days. Equip your supervisors and department heads with the coaching skills to sustain what we trained, between every session.
Loyalty 101 & The Fantasy Factor
Two manager-facing modules: the behavioural drivers of guest loyalty, and the design of low-cost, high-impact “fantasy factor” moments that make your property the one guests tell stories about.
Hotel modules sit on top of our customer service framework.
Several hotel modules above (Complaint IMPRESS, Active Listening, Language of Luxury, Conflict Resolution) draw on the broader customer service curriculum. The full deep dives on those frameworks live on the customer service training page. Most hotel programs include both. Your trainer will recommend the right mix during discovery.
Build your program
A program built
around your team.
Every program Oculus designs starts with a conversation, not a catalogue. Tell us about your team and we’ll put together a custom outline within 48 hours.
- 100% built around your brand standards and service culture
- Mix and match any of the 30 modules in any format
- Live training, e-learning, or a blended combination
- Guaranteed to fit, in writing, or we keep adapting at no charge
What are your top training goals?
Select up to 5. Your first picks are treated as highest priority.
How would you like to deliver the training?
You can change this later.
Brand standards to build around
Paste any service standards, brand values, or guiding principles you want included.
Competitors you want to beat
Training concepts or programs you already like
Books, frameworks, companies, or programs you admire. We’ll build in that spirit.
How do you create training today?
How to reach you
We’ll send your custom program outline within 48 hours.
You’re all set.
We’ll review your brief and send a custom program outline to your inbox within 48 hours. Want to talk sooner? Book a discovery call and we’ll get on a call this week.
They Teach You Their System.
We Build Yours.
Disney Institute teaches Disney’s approach, at Disney’s parks. Forbes Travel Guide and LQA train your team to their standards. Courseware and video libraries sell the same lessons to every hotel on earth. We don’t sell templates. Your trainer sits with your standards, your scores, and your team’s specific gaps, and designs a program to move them.
You get a brochure and a module menu. Pick your sessions, get a start date.
We Listen First.
Stakeholder conversations, frontline observations, mystery calls. We learn exactly where your service gaps are before we design a single module.
Last client’s deck comes back from the printer with your logo on the cover.
Drafted From Scratch.
A program mapped to your standards and your team’s specific challenges. Not pulled from a shelf. Not adapted from another industry.
The curriculum is fixed. Changes are an upsell, if they are possible at all.
You Sign Off.
Every module, every scenario reviewed by you. Anything that misses the mark gets rebuilt at no charge, no exceptions.
Videos go up on a portal, completions get counted, and nobody calls you back.
Designed & Delivered By Humans.
Beautiful materials, real-world service scenarios, and roleplay activities. Then delivered live by a certified customer service trainer.
Training ends. You are on your own until the next renewal.
We repeat the whole loop.
Measure on real calls, coach the gaps, rebuild what slipped, and run it again. The program never stops improving.
Compare us to anyone on your shortlist.
Start side by side, then tap any category to see how that kind of provider stacks up against us.
How Oculus Training compares with other hotel training providers
The receipts, side by side YesPartialNone
| What matters | OculusCustom · Guaranteed · Human | Brand academieslike Disney Institute | Standards & auditorslike Forbes Travel Guide · LQA | Coursewarelike AHLEI | Video librarieslike Typsy · Lobster Ink | Sales-training firmslike Signature Worldwide · KTN |
|---|---|---|---|---|---|---|
Built from your own brand bookOnly Oculus |
Always. It’s the starting point. | Their playbook, you adapt it | Their standards | Identical for every hotel | Identical for every subscriber | Tailored from their system |
Live human trainers |
Senior trainers, at your property or live online | At their venues, you travel | Offered as a service line | Self-paced | Video only | Yes |
One-on-one coaching |
Included. Per-agent coaching calls | Group courses only | Consulting, billed separately | Self-paced, no coach | Video only, no coach | Coaching available |
Measured afterward on real guest interactions |
Built in. Mystery calls scored to your standards | None published | Sold separately | An exam, once | Completion analytics | Yes, mystery calls |
AI-assisted analysis, human-checkedOnly Oculus |
HOOT AI flags the patterns, a human signs off | None published | None published | None published | Platform analytics only | None published |
A guarantee, in writingOnly Oculus |
Guaranteed to fit: you approve the program, and we adapt it until it fits. The Service One Promise. | None published | None published | None published | None published | None published |
Free changes and modifications |
Unlimited. Rebuilt until it fits, no charge | Fixed course | Scoped per engagement | Fixed content | Fixed library | Revisions usually billed |
No upfront install fee |
None. You pay per training | Per seat, paid upfront | Quote, often a retainer | Per seat | Annual subscription | Often a setup or license fee |
Prices on the website |
On this page, in your currency | Per seat, published | Quote only | Per seat, published | Partially published | Quote only |
Comparison reflects each provider’s publicly published materials as of June 2026. Every company named here does respectable work, and all trademarks belong to their owners. Spot something out of date? Tell us at peoplecare@oculustraining.com and we will fix it.
Example: Disney Institute
A masterclass in how they do it
- Courses are titled Disney’s Approach to Quality Service, Leadership Excellence, and Employee Engagement. The subject is Disney’s playbook, and the homework of translating it to your property is yours.
- Delivered at Disney venues in Florida and California. Your managers travel to them, and rooms, park admission, and flights are not included.
- Published prices start at $1,950 USD per person for a one-day course and $5,700 USD for three days.
- Their own FAQ describes one-day courses as high-level overviews. No post-training measurement and no guarantee of any kind are published.
Honestly great for: an inspiring leadership offsite, and nobody tells the culture story better.
Per Disney Institute’s published course pages and FAQ, June 2026.
Oculus Training
A masterclass in how you do it
- Built from your brand book, not anyone else’s theme park. Your standards, your scenarios, your guests.
- Your trainer comes to you, on site or live online. Programs delivered on 5 continents for 20+ years.
- Measured afterward with mystery calls scored against your standards, then coached until the scores move.
- Guaranteed to fit by the Service One Promise: you approve the program, and we adapt it until it fits. Pricing is published on this page in your currency.
Examples: Forbes Travel Guide · LQA (Leading Quality Assurance)
Training to pass their inspection
- Training is anchored to their frameworks. Forbes courses teach the behaviors their star-rating inspectors evaluate, and LQA works from its own framework of 1,000+ luxury standards.
- Inspection and assessment are sold as separate engagements, scored on their criteria.
- Pricing is quote-only across training, assessment, and consulting.
- No guarantee of any kind is published.
Honestly great for: properties chasing a Forbes star, or collections that require an LQA inspection.
Per each provider’s published materials, June 2026.
Oculus Training
Train to their frameworks and your own
- We map Forbes 5-Star, AAA Five Diamond, LQA, and Leading Hotels criteria into your program during discovery, so your team walks into their inspection ready for it.
- And we train to the standard nobody inspects but every guest feels: your own brand book.
- Measurement is built in, not a separate contract. Mystery-call scorecards land in your inbox, scored against your standards.
- Published pricing and the Service One Promise, in writing.
Example: AHLEI (American Hotel & Lodging Educational Institute)
The same course every hotel buys
- Standardized by design: the same key tasks and the same seven pre-produced service stories for every property that buys them.
- Self-paced online courses and workbooks that end in a one-time multiple-choice exam.
- Per-seat pricing in an online shop, with course access that typically expires 12 months after purchase.
- The certificate recognizes the learner. No measurement of what guests experience afterward is published.
Honestly great for: resume-ready certificates and a shared industry vocabulary.
Per AHLEI’s published shop and program pages, June 2026.
Oculus Training
Certificates prove a quiz. Scores prove a change.
- A certificate proves your team passed a test once. Mystery-call scores prove your guests feel the difference, month after month.
- Live senior trainers who answer your team’s real questions, in the room or on the call.
- Custom scenarios from your property: your booking system, your rate structure, your guest profiles.
- Guaranteed to fit in writing: you approve the program, and the Service One Promise means it can be changed until it fits.
Examples: Typsy · Lobster Ink
A library card, not a program
- Subscription libraries with thousands of polished lessons, and every subscriber watches the same ones.
- Measurement means platform analytics: completions, quiz scores, certificates.
- Typsy publishes per-member subscription pricing; Lobster Ink is arranged through a sales process.
- No guarantee of any kind is published.
Honestly great for: onboarding background and compliance topics at scale.
Per each provider’s published materials, June 2026.
Oculus Training
Video filmed for your property, inside a system
- Our e-learning is custom-built around your property and licensed to you for years, not rented by subscription.
- Video is one layer of the system: live training, practice, mystery-call measurement, and coaching sit around it.
- Watching a video is not the KPI. Guest experience is, and we measure it on real calls.
- HOOT AI helps analyze the calls, and a human signs off on every scorecard.
Examples: Signature Worldwide · Kennedy Training Network
A proven system, tailored to you
- Long-established firms, and the closest cousins to what we do.
- Programs are built on their own trademarked curricula, then tailored to each client from that base.
- Both run telephone mystery shopping at serious scale. Credit where due: they measure.
- Pricing is quote-only, and no guarantee of any kind is published.
Honestly great for: hotels that want a recognized off-the-shelf system with tailoring on top.
Per each provider’s published materials, June 2026.
Oculus Training
Custom is the default, not the add-on
- We don’t start from a trademarked system and tailor down. Every program starts from a blank page and your brand book.
- A senior trainer owns your program from the discovery call to the final scorecard.
- Mystery calls are scored against your brand standards, with recordings and trainer notes for every call.
- Geo-dynamic pricing published on this page, and the Service One Promise in writing.
Guaranteed to fit, in writing.
You approve the program before it ever runs with your team. If anything misses, we keep adapting it until it fits your people, your brand standards, and the guest experience that earns the review. No restart fee, no rewrite invoice.
Hotel ROI Calculator
Move up one star. Earn 11% more per available room.
Enter your property’s numbers. See the estimated annual revenue lift from a trained team that moves your TripAdvisor and Google ranking.
Built on Cornell Hotel School research (Anderson, 2012) and Oculus hotel-client outcomes.
Your numbers
Move the sliders to model your property.
Review impact uses Cornell Hotel School research (Anderson, 2012: a 1-point review-score increase lifts hotel revenue ~11.2% on average). Upsell improvement is a conservative 3% on total property revenue from trained reservations, front-desk, F&B, and concierge teams. Turnover savings use the hotel-industry 73% annual turnover benchmark, a 25% reduction from sustained training, and a $5,000 replacement cost per departure.
Estimated annual impact
Online review improvement
Rating lifts ~0.35 stars (3.8 → 4.2)
$94,080
Upsell & sales conversion
3% conservative improvement on annual revenue
$72,000
Staff turnover cost savings
25% reduction in replacements for a team of 20
$18,250
Total annual impact
$184,330
These are your numbers. Book a call to talk through them.
Book a free call →Online Review Score Lift
More than 80% of Oculus clients see their TripAdvisor or Google score improve within 90 days of program completion.
Oculus client data, 2020–2025
Guest & Customer Feedback
Comment cards, post-stay surveys, and NPS data are tracked from a baseline set before your first session.
Revenue & Sales Impact
Upsell rates, average order value, and repeat-visit frequency are agreed as program metrics before training begins.
Mystery Shopping Scores
Every mystery call is scored against your specific service standards and reported directly to your trainer for follow-up coaching.
AIReviewed by a human Learn about mystery calls →Built in, not bolted on
Your measurement framework is agreed before the first session. Baseline, metrics, and follow-up schedule. All defined upfront.
Real calls. Real guests.
Real scores.
Training without measurement is theatre. A mystery shopping call sounds like a real booking enquiry, because it is one: our shopper calls your reservation line, your front desk, or your spa, runs a scripted scenario, and scores every IMPRESS moment as it happens. We shop around the clock, 24 hours a day, and the recording, scorecard, and trainer notes go straight to your manager, so you can see week by week whether your team is moving.
What you get
-
PDF reports and online portal access Plus coaching tools that help you and your managers build the improvement plan.
-
Trainer feedback and tips Concrete ways to improve, increase revenue, and overcome resistance on the next call.
-
Audio files and a revoiced call The real recording for managers, plus a revoiced version that shows agents how it should sound.
-
Practice maps and rewrite tools So the team can replay the moment that slipped and do it better the next time.
-
Comparison to your competition See how your scores stack up against the hotels you compete with for the same guest.
-
Custom criteria, your choice Score every call against what matters to you, and change the criteria anytime.
-
One-on-one coaching for agents Added to the program when you select it, so the feedback lands as real practice.
Minimum order 60 calls. Geo-priced to your region.
Kisma at Hotel Saint Eugene
was given the opportunity to shine on this call audit.
Head-to-head with competition
Them vs Us
Grand Hotel Monte Carlo
Their combined: 62%Congrats! You are winning the sales and service race. You are outperforming the competition!
Easy Win → UpsellingPerformance History for Hotel Saint Eugene
This document is strictly confidential and intended solely for the named recipient. © 2026 Oculus Training, Vancouver, Canada.
Selected Engagements
Results that earn the repeat.
Three clients. Three programs. Every engagement built from scratch around their team, their brand, and the experience they wanted to own.
Heard from the field
Due to training our TripAdvisor ratings have greatly increased with over 90% being rated as either excellent or very good.
One of my agents had a complaint and was offering additional services learned during training. The guests commented on how she handled their situation.
The Oculus team are an instrumental training tool in helping our Front Desk achieve and sustain a higher level of customer service.
As soon as Kevin James leaves, we can’t wait to have him back. Our whole team enjoys the training sessions and they are very effective.
Who You’re Working With
Built by people. Delivered by people.
Every Oculus program is designed, facilitated, and refined by an experienced human trainer. Not a platform. Not pre-recorded content on a loop. When your team shows up, a professional who knows your industry shows up too, ready to adapt, challenge, and move the standard forward in the room.
25+ Years
Training and facilitation across industries
Masters in Organizational Change
Memorial University & York St. John
Featured in Training Magazine
4 published articles, trainingmag.com
5 Continents
Delivered programs globally
Kevin James Saunders
Lead Trainer · Oculus Training
Sarah Beaumont
Senior Trainer · Oculus Training
Marcus Delvecchio
Trainer · Oculus Training
Free · 5-minute readiness check
How ready is your hotel training?
Answer twelve honest questions and see exactly where your team stands, your biggest gap, and the first move to close it. Built on what we have learned from 100,000+ mystery-shopping audits.
- ✓ Your readiness score across the five things that make training stick
- ✓ Your biggest gap, and the most practical place to start
- ✓ A full report in your inbox to share with your leaders
- ✓ A free tool to build your first training SOP
Start your check
Your score in five minutes.
No spam. We never sell your details.
How would your property learn best?
Live for the core team. E-learning for new hires and seasonal staff. Mystery shopping to measure. Pick the format that fits your property. Every option is 100% custom-built, human-led, and backed by our Service One Promise.
Add-on
Mystery Calls
Unannounced quality checks on your team’s real phone interactions. Every call is scored against your training standards and fed directly back to your trainer.
Common Questions
Your questions,
answered.
Something not covered here? Book a free discovery call and ask directly.
-
Independent hotels, resorts, spas, boutique groups, multi-property hospitality organisations, and branded hotels (Marriott, Fairmont, Best Western, Choice, Meliá, and the like) that want to elevate service and reinforce brand standards with the help of a professional training team experienced in adult learning. We work with everything from a 28-room boutique to 400-property chains. Departments most often trained: front desk, reservations, concierge, food and beverage, housekeeping, spa, and the management layer above them.
-
We map the program to whatever standards framework your property is held to. Forbes 5-Star, AAA Five Diamond, LQA, Leading Hotels of the World, or your own internal brand book. Your trainer reviews your inspection criteria during discovery and builds the modules around them, so what you train is what you are measured on.
-
Yes. We run multi-property rollouts regularly across North America, Europe, and beyond. Programs are built around shared brand standards then adapted for each property’s specifics. Mystery shopping audits run across all sites so you get consistent measurement across the group.
-
We build a measurement framework into the program before the first session. TripAdvisor and Google ranking, mystery shopping scores, guest satisfaction surveys, ADR and RevPAR if relevant, and the brand standard you report against are all baselined and tracked. More than 80% of Oculus hotel clients reach a top-three TripAdvisor rank in their market, and 95% reach the top ten, within twelve months of program completion.
-
Yes. Mystery reservation calls, mystery stays, and on-site service audits are a core Oculus service. We use them as a pre-training baseline, as ongoing reinforcement between sessions, and as the measurement that proves the program is working. Recordings and scorecards go directly to managers for one-to-one coaching. More on mystery shopping →
-
Every custom program can include an e-learning version of the same content, so new and seasonal staff onboard with identical training without waiting for the next live session. Most multi-property hotel clients use a hybrid model: live for the core team, e-learning for new hires, and refresher webinars at season change.
-
Yes, and we strongly encourage it. When the GM or department head is in the room, learning is taken seriously. Managers also get dedicated content on how to coach and reinforce the behaviours between sessions, which is where the real ROI comes from. Both elements are built into the program from the start.
Your free discovery call
30 Minutes.
Zero Obligation.
A Real Conversation.
We’ll talk through your property, your brand standards, the scores you want to move, and what a 100% custom hotel program looks like for your team. No deck. No pitch. Honest fit-check at the end.
Pick a Time → or call 1-888-OCULUS-4What happens on the call
-
5 min
Your team. We learn about your people, your culture, and the behaviours you need to change.
-
10 min
Your goals. What the training needs to accomplish, what has been tried before, and any compliance requirements.
-
10 min
Your program, sketched live. Topics, tone, timeline, and scope outlined in real time so you leave with something concrete.
-
5 min
Honest fit-check. We tell you whether a custom program is the right answer for your team right now. If it is not, we will tell you that too.
Discovery upgrade Ask about a free 3-call mystery shopping baseline. We score three real calls to your property before we meet, so the conversation starts from your numbers, not ours.
