Norma Executive Academy

Participants: Hotel managers and heads of department, up to 20 participants

A 6-module programme for hotel managers. Each module opens with a case story, is linked to management concepts and is completed with a workshop in which participants apply it to their own property.

Participants: Heads of department

Helps teams start the season, before it opens, with a shared understanding of service standards, cross-departmental cooperation, food safety and guest experience.

Participants: Senior and middle managers

A decision-focused C-level programme that works through the book's cases alongside your management team's own moments of crisis.

Participants: Managers and team leaders

Managers read the causes of resistance to change, bring their teams into the process and make sure new practices last.

Participants: Women managers and aspiring managers

Training that looks together at women managers' leadership experiences and at questions of authority and visibility.

Participants: Middle and senior managers

Managers develop their teams by asking questions and giving responsibility; instead of a structure in which every decision depends on the manager, teams emerge that produce their own solutions.

Participants: Front office, service and housekeeping

Employees anticipate guest expectations, handle complaints correctly and apply service standards consistently.

Participants: Senior management and quality teams

Management assesses the organisation's strengths and areas for improvement through the model and draws up a prioritised improvement plan.