Masterclasses Game Changers Christophe Sadonès Contact

Academy Library

Pick up where you left off, or start with what's newest below. The archive continues as you scroll, and grows every time we add something new.

Masterclasses

Structured, ten-part courses
built on the OPOD method.

Game Changers

Candid conversations with
the people who built it.

Newsletter

Weekly observations from inside
hospitality and service.

The Masterclasses

10 videos, 10 workbooks and certificate for each masterclass

The Art and Discipline of Exceptional Hospitality

The standards, behaviours and service mindset behind experiences people remember.

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The 90 Seconds That Matter

What to notice, say and do in the small windows that build lasting trust.

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Luxury Retail Store Leadership

Bring hospitality discipline to retail, raising standards, team behaviour and the client experience.

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The Science of Restaurant Demand

How great restaurants create demand, build loyalty and stay consistently full.

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The Hotel Owner's Mindset

Learn how hotel owners judge decisions, measure value, and choose the General Managers they trust most.

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The Game Changers Conversations

16 full conversations with the leaders shaping hospitality, luxury and retail

Reflections from Academy Graduates

Real reflections from recent graduates on how they're putting the learning to work, for themselves, their teams and the people they serve every day.

Certificate of completion, Amit Thapa
Certificate of completion, Mel Basa
Certificate of completion, Adnan Mohamed
Certificate of completion, Rosalie Villacorte
Certificate of completion, Winki Ho
Certificate of completion, Caroline Cordero
Reflection · Certificate of Completion
Reflections from Amit Thapa Assistant Sports & Recreation Manager, Ladies Recreation Club HK

Most important lesson learned

Exceptional hospitality is not just about completing tasks correctly, but about creating a thoughtful and memorable experience through genuine care and attention to detail.

One specific change to implement

Encourage the team to be more proactive in anticipating guest needs, rather than simply responding after a request.

Sharing with the team

Through a team briefing using real examples from daily operations, encouraging more warmth, personalisation and consistency in every interaction.

Reflection · Certificate of Completion
Reflections from Mel Basa Ladies Recreation Club HK

Most important lesson learned

Exceptional hospitality is about creating meaningful guest connections, not just delivering service.

One specific change to implement

Empower the team to personalise every guest interaction through anticipation, recognition and genuine care.

Sharing with the team

Reinforce hospitality principles in daily briefings, lead by example, and celebrate team members who create memorable guest experiences.

Reflection · Certificate of Completion
Reflections from Adnan Mohamed Ladies Recreation Club HK

Most important lesson learned

Go beyond what the eyes can see and what the mind thinks possible. Challenge limits, embrace possibilities, and strive for excellence in everything you do.

One specific change to implement

Delivering discipline and working with anticipation enables us to maintain high standards, stay prepared, and consistently exceed guest expectations.

Sharing with the team

See beyond the visible. Think beyond the possible. Deliver beyond expectations.

Reflection · Certificate of Completion
Reflections from Rosalie Villacorte Gourmet 10 Manager, Ladies Recreation Club HK

Most important lesson learned

Exceptional hospitality is never an accident. It is always the result of intention, leadership and discipline.

One specific change to implement

Implementing the details, as the magic is always created by small details. It communicates intention, care and pride.

Sharing with the team

It begins with her. Her team will observe what she values most, so they can execute with confidence and consistency.

Reflection · Certificate of Completion
Reflections from Winki Ho Ladies Recreation Club HK

Most important lesson learned

Exceptional hospitality is created through genuine care, attention to detail, and consistently exceeding guests' expectations.

One specific change to implement

Within the Banquet Sales Team, place greater emphasis on proactively understanding clients' needs during the planning stage.

Sharing with the team

Share key takeaways during team meetings and encourage a more guest-centric approach in daily client interactions.

Reflection · Certificate of Completion
Reflections from Caroline Cordero Ladies Recreation Club HK

Most important lesson learned

The power of emotional connection in service delivery. Technical precision alone is not enough.

One specific change to implement

A structured practice of personalised guest recognition, so each guest feels seen beyond standard procedure.

Sharing with the team

A team dialogue, role-play scenarios, and embedding the practice into daily routines.

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