Customer Experience, Concierge and Front Line Training

Designed for front line staff who greet the customers/guests/residents first, Katharine will help you offer service that is seamless, memorable and joyful.

Outstanding five star service is the key to creating lasting customers that come back again and again. It all starts on the front line with the staff who greet the customers first. Everyone who talks to customers should be communicating at the highest level of service possible. First impressions are often the tipping point for people who are trying to decide if they should use your service or not. With over 20 years of experience, Katharine’s unique approach shows you how to exhibit the kind of customer service that goes above and beyond your competition by showing them how to think and act like a five star concierge (even if they’re not).

Training Objectives

The training is designed to teach your staff consistency and professionalism when handling clients/guests/residents as well as how to deliver memorable, seamless, and positive service experiences that go above and beyond your guest’s expectations.  They might not remember what you said, but they will remember how you made them feel. By the end of the course your staff will understand 5 star service concepts such as:

  • Speech and tone of voice — What to Say and How to Say it
  • Manners and Etiquette
  • Body Language and Nonverbal Communication (including your tone of voice).
  • What to do (and not do) at your desk/station
  • How to Present a Positive Attitude – even when your personal life is falling apart.
  • Dealing with angry people and difficult situations
  • Communications Skills including email and telephone etiquette
  • International Protocol
  • Katharine will map out your customer’s experience and help you identity places where you can take it to an entirely new level.
  • And so much more!


Every program is organically tailored for your company and industry. Katharine draws from your current concierge/customer service policies, procedures, and problems to customize a training program that is focused on your needs. We’ll talk about what works, what doesn’t, and where you would like to go. The program includes role playing and team building exercises.

Popular Additions to the Training Program:

Mystery Shopping
Find out how your staff are REALLY doing when you’re not around!

Concierge operational training
Train your concierge staff from the ground up, including the logistics behind delivering seamless concierge services to your guests/clients/residents.

Training options include

Katharine is available for full and half day for Concierge and Front Desk Training and Consulting sessions, as well as for keynote presentations for customer service, or concierge departments and organizations across the U.S. and around the world.

On Location
Katharine will fly to your location and deliver the program LIVE at your office. The Concierge and Front Line Training program is customized for your organization, and can be delivered as a group or one on one training. For larger organizations, Katharine breaks up training to cover smaller groups at a time, over the course of multiple days to cause as little interruption of your day to day activities and operation.

For a Conference
Need a shortened version? Katharine is available for conference breakout sessions and keynotes.

Monthly Contracts
Do you have multiple locations that need training? It would be our pleasure to put together a monthly fee so that she can travel to all your locations.

Customized Online Training
We can also create on online class – customized and white labeled as necessary. This means that the course can be under your brand. Contact Katharine to have a custom training course created for your company or brand. To take the basic online course now, click here


Outstanding five star service is the key to earning happy customers who sing your praises to the world, recommend you to friends and business associates, and come back  time and time again increasing your overall bottom line for years to come. It all starts with insuring that your front line staff and everyone who interacts with the public is operating at highest level of service possible.

To book Katharine for your training session, please email her, or call (919) 263-4003 (ET) during normal business hours. 

Click here to read more about Katharine