I designed and developed a comprehensive, 50-page staff training program titled “Enhancing Guest Experience & Exceptional Service Delivery” for Bakadaji Hotel, the premier four-star eco-friendly property along Bertil Harding Highway. This program was created to standardize service excellence across all operational departments—including Front Office, F&B, Housekeeping, Kitchen, and Maintenance.

The curriculum blended strategic hospitality principles with practical, role-specific applications, guiding staff through essential modules such as the “5 Pillars of Service Excellence,” mastering verbal and non-verbal communication, and applying the L.E.A.R.N. model to handle difficult situations. Featuring interactive scenarios, key takeaways, and a commitment pledge, the presentation was crafted to be both visually engaging and deeply instructional, empowering employees to become proactive architects of the guest experience.

This project demonstrated my ability to merge instructional design with brand-specific service philosophy, creating a transformative training tool that elevates team performance, fosters a unified culture, and directly supports the hotel’s reputation for luxury and exceptional hospitality.