Impossible?

At HOP we got fed up with hearing you've either got ‘it’ or you haven’t. So we thought, "hmmmm...what if you could teach ‘it’"?
Impossible?
Well …we can and we do.

Our philosophy is to clearly define what excellent customer service is and then to give your people the tools to deliver that service. To make them skilful and masterful at what they do. Good service is all about how you make people feel and making people feel great is a skill.

All our Workshops are bespoke to each individual client - see below for just some of the areas we cover.

Our workshops are a mixture of individual and group work, role-play and forum theatre, using trained actors from the UK's top drama schools, including LAMDA, Bristol Old Vic and Guildhall.

In addition, all our actors have been trained in the HOP Methodology; this not only makes our Workshops incredibly realistic, but also creates a safe environment in which delegates feel comfortable. The pressure of getting up in a Workshop is remarkably similar to the pressure of working a busy shift.

Open with a motivated, empowered and cohesive team
Deliver exceptional customer service from day one
Reduce training lead-in time for your staff

HOP Openings Workshop

Make your managers great leaders and reduce recruitment costs by promoting internally
Enhance relationships between management, staff and customers
Create managers who are experts in conflict resolution

HOP Management Workshop

Ensure your hosts create the perfect first impression
Strike the right balance between empathy and efficiency
Managing stress & conflict in a busy environment
Ensure guests return again and again

HOP Hosting Workshop

Make dramatic improvements in problematic sites
Eradicate negative energy in sites by empowering and re-energising teams
Improve mystery diner ratings, reviews and social media standing
Reduce staff turnover

HOP Recovery Workshop

High level 1-on-1 communication skills training
Creating effective and impactful leaders within your business
Ensure your management team lead with clarity and confidence

HOP Personal Coaching

How it works

Workshops are usually run on-site at your business. However, we can arrange an alternative space upon request.
Workshops usually last six hours and we recommend no more that fifteen students per course.

Before creating each Workshop, we will spend time with the operations team and on-site, observing your servers in action to get a greater understanding of your customers, your staff and any current issues.
We'll then create the most practical, dynamic and cost-effective workshop to meet your needs.