Staff development & Training

We have a team of expert trainers spread across South Africa who specialize within the hospitality industry with 85+ years of experience between them. Each have staff management experience & a passion for sharing their knowledge for the industry that they love. We have trained at guest houses, safari lodges, resorts, beach lodges, water parks, travel agencies, wine distribution companies & more!

Training can be done once-off, or on a periodic basis. Training includes manuals and certificates for each staff member. Additional job descriptions or SOPs can also be included on request.

We can tailor training to your requirements & can create specific training material for your needs.

We have also created a style of team coaching called ”Alignment coaching” for your team to feel more aligned to your company values & mission & motivated to help your business grow in a mindful way.

 

• Staff training for Managers, Assistant Managers & HODs

Managers are often overlooked when it comes to training which is crazy to us as your management team are the leaders of your property & are the key to your success. This training is tailored to the experience level of the manager, we have a lot of interest in this training in cases where a staff member has been promoted into a supervisory role, or you have hired someone who comes from a work environment that isn’t similar to yours, or it simply could be that your management team is in need of a refresher.

Typically this training offers a basic overview of all departments:

– Field guides, Maintenance, Housekeeping, FOH, & F&B

With the main focus on the training covering…

– Philosophy of Management, job description & understanding other departments

– Staff management, leadership, conflict resolution, teamwork

– HR processes

– Time management

– Marketing & agents

 

• Staff training for FOH, Hosts, Guest relations and Anchors

– Philosophy of FOH, job description & understanding other departments

– Presentation & Hygiene

– First impressions, welcome of guests or customers

– Communication, formal speech, phone etiquette, foreign languages

– Pre-arrival, paperwork, checks, welcome, check in/out

– Guest relations, complaints & hosting

– F&B – Diet requirements, drinks, wines, special occasions, table settings, standards, upselling

 

• Staff training for Butlers, Waiters, Bar staff & F&B professionals

– Job description & understanding other departments

– Presentation & Hygiene

– First impressions, welcome of guests or customers

– Communication, formal speech, phone etiquette, foreign languages

– Guest relations, complaints & hosting

– F&B – Diet requirements, drinks, glasses, condiments/garnishes, wines, special occasions, table settings, napkins, standards, service, upselling, stock rotation

 

• Staff training for Housekeepers

– Job description & understanding other departments

– Presentation & Hygiene

– Cleaning techniques

– Cleaning equipment (including machines)

– Procedures & SOPs

 

• Staff training for Spa Therapists

– Job description & understanding other departments

– Presentation & Hygiene (& looking the part of a therapist)

– Spa atmosphere

– Cleaning spa

– Cleaning equipment

– Procedures

 

• Staff training for Maintenance

– Job description, & understanding other departments

– Presentation & hygiene

– The importance of checklists

– Basic maintenance knowledge & Health & Safety

– Guest etiquette

– Behind the scenes stars of the show

– How to go the extra mile in maintenance

 

All trainings include a section on general operations, teamwork, chain of command & company mission.

The staff trainings include providing job descriptions, checklists, manuals & certificates. Detailed feedback is provided by the trainer.

 

• Staff training for Field Guides

We offer FOH/F&B & hosting related training to field guides, we also work with an industry professional partner to conduct the FGASA assessments as listed below.

– FGASA Assessments (individual & lodge based), including;

– FGASA Apprentice Field Guide NQF2

– FGASA Field Guide NQF4

– FGASA Professional Field Guide

– FGASA Advanced Rifle Handling

– FGASA Apprentice & Lead Trails Guide

– FGASA Birding Specialist

 

• Staff training for Trackers

We offer FOH/F&B related training to trackers; we also work with an industry professional partner to conduct the FGASA assessments as listed below.

– Tracking & Trailing

– Animal & Man tracking

 

For Chefs training we only offer vegan consulting & training services, more on this can be found here

 

Time Management & Communication Training

We offer a training to help motivate your team to be more time efficient with practical skills tailored to your business.

 

Online course options

LAUNCHING SOON: Lodge Management: course covering the following:

– Philosophy of general management

– Job description & duties

– All departments overview

– Presentation

– Role of the HOD

– Communication & meetings

– Talking with confidence

– Teamwork

– Time Management

– General operations

– Maintenance, Bush Knowledge, Housekeeping

– Administration, budgets, finance, stock takes & reporting

– Reservations & Agents

– SOPs

– Guest relations, hosting & F&B

– Handling complaints

– Confidentiality

– Leadership

– HR practices & disciplinaries

– Feedback & performance

– Onboarding & exit interviews

– Health & Safety

– Marketing

– Eco tourism & sustainability

– Company culture & mission

an e-certificate of attendance is given.

 

Hayley also created an online FOH Lodge Operations Course which is available with WildlifeCampus. On completion you will have an industry recognized certificate. This is fantastic for your staff to do and will be beneficial to not only the lodge industry but anyone within the hospitality sector.

 

Mystery Guest Services

We offer a discrete & professional mystery guest service to our clients where one (or more) of our team who have a minimum of 8 years’ worth of hospitality experience visit your hotel/lodge for a guest experience. We provide detailed feedback on our stay within 48 hours.

 

Wildlife Rehabilitation Training

First responders first aid, stabilization and basic wildlife rehabilitation 2 days’ workshop.

This is facilitated all over the country monthly & is conducted by a certified wildlife rehabilitator.

Contact us for dates/venues.

 

Work-ready workshop

This is a 1-2 day workshop covering everything you need to know to become work-ready. Ideal for training schools or schools with Matrics who want to add this to their curriculum.

A detailed overview of this training can be emailed on request.

 

Business Brand Alignment

We offer consulting services to support you & your business to understand that a brand is so much more than just a logo. We help you to define your mission, values, and ethos, ensuring they are reflected in every aspect of your company culture. We guide you in creating a strong, purpose-driven foundation that not only attracts the right employees but also retains a team that truly aligns with your vision.

 

Alignment Coaching for your team.

This is our signature coaching style training for employees focuses on aligning individual career paths with personal values, company values, and a deep understanding of the company mission.

This training aims to empower team members to find purpose and fulfilment in their roles, fostering a sense of connection and commitment based on shared objectives.

By exploring the alignment of personal and organizational values, employees will be better equipped to contribute meaningfully to
the company’s success while cultivating a sense of personal satisfaction and professional growth.

 

Employee Coaching.

We offer 1:1 employee coaching for your key team members to promote their individual self-development, this can be arranged on a monthly or quarterly basis.

 

For enquires please email: marielouise@wilddreams.co.za OR fill in the form at the bottom of this page.