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What we do

Tailored Hospitality training – crafted as per your property’s focus areas and requirements

Relief lodge management – assistance for a couple days, weeks or months

A ‘mystery guest’ assessment of your property – providing valuable independent feedback and input on the experience

Consultation on specific or collective hospitality aspects or concerns

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01. THE MISSION

Exceptional service starts with the individual

We want to put the ‘I’ back into hospitality, teaching our Hospitalians that exceptional service starts with the individual. The idea of starting Hospitalians came to me after working in many different areas of a burgeoning tourism industry in Africa. I was struck by the fact that there was a tremendous focus on service, but that an authentic, unscripted hospitality offering was lacking. All too often hospitality establishments are focussed on professional service and yet fail to understand the value of insightful, and effortless hospitality to their business.

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02. ABOUT US

Getting to know Yolande

Yolande has over 20 years’ international experience in the hospitality and travel industry, 15 of which were spent working in various departments and locations for the biggest tour operator of boutique properties in Africa. Yolande started at grassroots level as a receptionist and worked her way up to senior management. She has a unique understanding of how these high-end establishments operate and understands the challenges they face.

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03. RECENT PROJECTS

Missions Accomplished

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'We are not in the business of providing 'great service'.
We are aiming for unforgettable, exceptional hospitality'
- Yolande

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05. IN BETTER WORDS

What our clients say

“In May and June 2017, Yolande Bruwer joined our Team at Gondwana Game Reserve, for an entire month to spend some quality time with all of us in doing Training. This was divided into a few sections, namely, Hospitality Training – 2 days, Waiter Training which was 6 days, Housekeeping Training for 3 days and 1 day each for Front of House, Spa, and Rangers. Part of this training was also to set up and finalise SOP;s for each area, so going forward so we would have a set standards to work with. Some of the key factors in the 2 day Hospitality Training were Getting to know each other, Stepping into Greatness, Who are our Guests, First Impressions, Choosing your attitude !! Etiquette and manners, Body language to name a few !! Staff had great fun learning all these different areas and really benefitted from the insight. In regards to the Waiter Training, the staff covered areas such as Daily Prep, Guest Interaction, Service in all areas, And basics of Food and Beverage products.

Overall, the programme was very successful in all areas, and the staff found a lot of positive in all the material. Thank you to Yolande for your wonderful way of dealing and Training the Team !!”

Dean Pitt - GM Gondwana Game Reserve

2018-04-04T11:44:56+00:00

Dean Pitt - GM Gondwana Game Reserve

“In May and June 2017, Yolande Bruwer joined our Team at Gondwana Game Reserve, for an entire month to spend some quality time with all of us in doing Training. This was divided into a few sections, namely, Hospitality Training – 2 days, Waiter Training which was 6 days, Housekeeping Training for 3 days and 1 day each for Front of House, Spa, and Rangers. Part of this training was also to set up and finalise SOP;s for each area, so going forward so we would have a set standards to work with. Some of the key factors in the 2 day Hospitality Training were Getting to know each other, Stepping into Greatness, Who are our Guests, First Impressions, Choosing your attitude !! Etiquette and manners, Body language to name a few !! Staff had great fun learning all these different areas and really benefitted from the insight. In regards to the Waiter Training, the staff covered areas such as Daily Prep, Guest Interaction, Service in all areas, And basics of Food and Beverage products. Overall, the programme was very successful in all areas, and the staff found a lot of positive in all the material. Thank you to Yolande for your wonderful way of dealing and Training the Team !!”
“Yolande’s commitment and passion for hospitality and training is exceptional. This is evident in her every day interactions with the staff and she balances it well with the company values and strategy. Her passion is contagious, she leads by example and inspired all the staff to become true Hospitalians! Yolande is trustworthy and often staff confide in her, which helps!”

Heidi Dempers (Operations Director (Lodges) – Makalali Private Game Lodge.

2018-04-08T10:15:45+00:00

Heidi Dempers (Operations Director (Lodges) – Makalali Private Game Lodge.

“Yolande’s commitment and passion for hospitality and training is exceptional. This is evident in her every day interactions with the staff and she balances it well with the company values and strategy. Her passion is contagious, she leads by example and inspired all the staff to become true Hospitalians! Yolande is trustworthy and often staff confide in her, which helps!”
08. Contact

Get in Touch.

CALL US

+27 84 407 5312

FOLLOW US

@hospitalians