REIMAGINE YOUR GUEST EXPERIENCE

THE GOLD STANDARD IS AN IMMERSIVE HOSPITALITY EXPERIENCE

Our flagship educational program is inspired by our book, “The Gold Standard: Giving Your Customers What They Didn’t Know They Wanted.” Our curriculum is a refreshing blend of classroom immersion, interactive exercises, improv, and role playing – all of which are designed to provide your team with a foundation that consistently delivers an exceptional guest experience. Driven by our proprietary “five-sense approach,” The Gold Standard provides a bespoke blueprint for successful service standards unique to your business.

Unlock higher ROI by maximizing ROGE through exceptional service

Our program is intrinsically linked to the concept of ROGE – Return on Guest Experience. Our commitment to educating your employees extends beyond professional settings, fostering a natural adoption of principles and standards that enriches both their professional and personal lives. Authentic hospitality is rooted in meaningful relationships and understanding, which ensures that your guests feel genuinely welcomed, valued and, most importantly, connected to your brand. This emotional connection is key in maximizing ROGE, as it translates into enhanced guest satisfaction and loyalty, which ultimately contributes to the overall success and reputation of your brand.

Colin and Marc Schwarz, Service Director at Thrive Hospitality, speaking with VVIP services at the pre-opening of Fontainebleau, Las Vegas, about how to stand out in the crowd in a saturated market.

IMPLEMENTING THE GOLD STANDARD ACROSS OPERATIONS

The principles of The Gold Standard are infused into every aspect of our service, from the first impression to the fond farewell. Our comprehensive approach helps you create this essence, which will be felt throughout your entire organization. Successful brands excel because they focus on making people feel good about the relationship with the product, service and employees. Consistency, communication and teamwork are at the core of the mindset we teach.

EVOLVING SERVICE EDUCATION FOR TOMORROW’S HOSPITALITY

At Thrive Hospitality, we understand that the landscape of luxury hospitality is ever evolving. Therefore, our Gold Standard philosophy is guided by knowledge as opposed to rote training. Too many organizations focus solely on developing skills, but without acquiring the knowledge that develops critical thinking, training is nothing more than a one-dimensional, check-the-box exercise. We don’t expect your employees to memorize several hundred service standards and classifications that have been circulating for years. On the contrary, The Gold Standard is a bespoke program created uniquely for your organization that is aligned with your goals

Fontainebleau Las Vegas

In preparation for the Fall 2023 opening of the Fontainebleau Las Vegas, Thrive Hospitality educated more than 800 VVIP service personnel and senior level managers on The Gold Standard. Colin and his team also worked exclusively on the Fleur de Lis collection of suites at Fontainebleau with in-suite programming, bespoke amenity offerings, specialized butler services, and stylized SOPs that offer a level of personalized attention and exclusive services not seen in Las Vegas.

Central Park Tower

Central Park Tower is one of the most prestigious addresses on the earth. Thrive Hospitality created the most exquisite luxury services and amenities for 179 extraordinary residences. From a brand vision that included the programming of the five senses throughout the building, to a guest experience that included standards, protocols, and a completely bespoke set of SOPs to pamper the residents every desire of this global icon, Colin and his team created The Gold Standard of luxury service and hospitality to compliment the lifestyle of the residents on one of the grandest stages in the world.

NetJets

NetJets set their sights on elevating service standards from a list of duties to creating the definitive NetJets experience. Colin and his team were charged with establishing NetJets as the most luxurious jet charter in the world by offering unmatched service through reimagining the client journey from first contact to fond farewell.

Rather than send employees to another static training session, Colin empowered the organization through the education of service standards, protocols and specific tools, created by Colin and team. When combined with an emphasis on the employee’s own expertise and passion, Colin created The Gold Standard of luxury jet charters with NetJets.