Developing World‑Class Service and Leadership at The Landmark London
A tailored Dale Carnegie partnership that strengthened leadership, communication, and guest-facing excellence in a five-star hotel environment.
The Landmark London is a luxury five-star hotel that wanted to reinforce its reputation for exceptional guest experiences by further developing its leaders and front-line teams.
📍 Location: London, United Kingdom
🏨 Industry: Luxury Hospitality / Hotel
👥 Focus: Managers, supervisors, and guest-facing staff
Elevating People Skills to Match a Five-Star Brand
As guest expectations continued to rise, The Landmark London recognized that outstanding facilities and amenities needed to be matched by equally exceptional people skills. Leaders and front-line employees were expected to communicate clearly, anticipate needs, and create memorable, personalized experiences for every guest. The hotel sought a development approach that would build confidence, strengthen communication, and deepen service behaviors across departments.
Creating a Consistent Leadership and Service Approach
The Landmark London partnered with Dale Carnegie to deliver practical training focused on leadership, communication, and guest service excellence. Managers learned how to better engage and coach their teams, give clear direction, and model the behaviors that support a five-star experience. Guest-facing staff practiced building rapport quickly, listening actively, and responding to guest needs with confidence and empathy, all in a safe learning environment that encouraged them to step outside their comfort zones.
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From Training Room to Guest Experience
Over time, participants reported feeling more confident in how they interact with both colleagues and guests. Collaboration between departments improved as people communicated more openly and worked together to resolve issues quickly and smoothly. By investing in its people through Dale Carnegie, The Landmark London strengthened its service culture, reinforced its five-star reputation, and positioned the hotel to continue delighting guests in an increasingly competitive luxury market.
The on-going training has seen guest satisfaction and staff retention rates increase by 10%. Upselling is up by a third and employee engagement levels are now outstanding.This has led to the hotel being voted No.6 in The Times Top 100 Companies to Work For 2019, as well as retaining the highest award possible from Investors in People – Platinum Level. It has also been named The AA 2019 Hotel of the Year.
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"The Landmark London has benefited hugely from the relationship it has had with Dale Carnegie for the last 5 years.It has been pivotal in developing our culture and in the learning and development of all of our Senior Management Team."
Andrew Batchelor, General Manager
