Service: The missing link in hospitality training

From service to experience

Many professionals enter the industry with limited formal preparation in service—despite being on the front lines of guest interaction.

Yet, across the hospitality sector, expectations are evolving. From first impressions to final interactions, service teams play a defining role in shaping satisfaction, loyalty, and overall brand perception.

And yet, in many training environments, service skills are still learned informally:

🟣 On the job
🟣 Through observation
🟣 Without clear structure or standards

👉 The result is inconsistency—not only across businesses, but often within teams themselves.

A demand-driven Swiss response 🇨🇭

Over time, GSL partners—including schools, NGOs, and hospitality businesses—have consistently identified the same need: a structured and accessible training program focused specifically on professional service. In response, we are currently developing our Restaurant Service Training—a course aimed at bringing clarity, consistency, and confidence to one of the most visible roles in hospitality.

The Restaurant Service Training is rooted in Swiss hospitality standards, and was developed in Switzerland by Swiss hospitality experts. The curriculum is, therefore, rooted in the same methodologies taught in Swiss vocational schools.

In Switzerland, many service professions—including hospitality, retail, and banking support—require formal training, with young people entering structured pathways and specializing early. This strong foundation is further reinforced by the country’s world‑class hospitality institutions, such as the École hôtelière de Lausanne (EHL) in Lausanne—the world’s first hospitality management school, founded in 1893 and consistently ranked among the best globally.

Building the foundations of professional service

The Restaurant Service Training course focuses on the core elements that shape the guest experience, bringing together both technical and behavioural skills. Designed for individuals entering hospitality, the course provides a clear starting point—helping learners build confidence from day one.
‍
Participants learn how:

🟣 Personal presentation influences first impressions
🟣 Service procedures create consistency and professionalism
🟣 Operational standards support smooth, efficient service
🟣 Beverage knowledge enhances guest interaction and upselling opportunities

Rather than treating these elements separately, the course demonstrates how they work together to create a cohesive, high-quality service experience.

Looking ahead

Now in its pilot phase, the Restaurant Service Training is being tested and refined with our industry partners. This iterative approach ensures that the final program reflects the highest standards of service excellence and responds directly to the realities of modern hospitality.

The introduction of this training marks an important step in expanding the scope of hospitality education—ensuring that both kitchen and service roles are equally supported. As demand continues to grow, so too does the need for training that prepares professionals not just to perform tasks, but to deliver world-class guest experiences while doing so.

👉 At GSL, we believe that strengthening service training is essential to the future of hospitality—and this this training is only the beginning.

‍