Your residents bought five-star.Does your lobby deliver it?
Rosa R., Les Clefs d'Or, teaches the Five-Star Concierge Standard live, in six weeks. Built for hotel concierge desks and for the concierge, front desk and lifestyle teams of private residences and luxury condominiums.
Enrolling now. Next cohort date on request. Private cohorts for buildings and hotels.
Residents pay for a hotel standard.Most buildings were never trained to give it.
The owner who walks in at 7 p.m. expects to be greeted by name, the table secured and the package already upstairs. That is a five-star concierge standard, delivered every day to the same people, who notice every time it slips.
Rosa trains your concierge and front desk team in the standard she delivers on Miami Beach's most demanding desks, adapted to your building, your amenities and your residents.
For boards, developers and property management companies.
What your building gets
- A private cohort for your concierge and front desk team
- Live sessions with Rosa, scheduled around your shifts
- Scenarios written around your building, your amenities and your residents
- AI role plays white-labeled with your building's name
- A certificate for every team member who completes
Taught live.Practiced on the spot.
Rosa teaches the way the desk works: standing, in the room, on real requests. Every session ends with something your team can use on the next shift.
Six modules. Six live sessions.One standard.
Mastering Five-Star Phone and Concierge Etiquette
Every word you speak reflects the caliber of your property. Calls, inquiries and requests handled with polished language, poise and the warmth that defines true luxury.
Mastering Guest Acknowledgement
Acknowledge every Guest and every resident promptly and with intent, so the tone is set in the first seconds.
Written Excellence: Crafting Five-Star Guest Communication
Every email and every notice is a chance to convey the property's elegance. Structure, tone and detail that read as luxury.
Property and City Expertise as a Value Offering
Turn what you know about the property and the city into recommendations Guests and residents remember and repeat.
Crafting Polished Email Outreach for Guest Reservations
Outreach that secures the table, the car and the experience, written so the Guest feels looked after before arrival.
Concierge Ownership and Relationship Etiquette
From request to resolution: owning the outcome, managing partners and vendors, and building the relationships that bring Guests back and keep residents loyal.
Rehearse the hard requestbefore a resident makes it.
Between live sessions, your team practices with AI role plays written for your property: the owner who wants a fully booked table tonight, the Guest whose car has not arrived, the resident complaint at the front desk.
- White-labeled with your building's or hotel's name
- Scored after every run, visible to the manager
- Dr. G, the LQ Instructor™, inside every lesson
- Multilingual
Luxury isn't loud.It's deliberate.
Rosa R.
Mentorship, accountabilityand real cases.
A premium, high-touch cohort for concierges committed to elevating their craft, taught live by a practicing Les Clefs d'Or concierge.
- Full access to all six modules
- Six live 60-minute coaching sessions with Rosa
- AI role plays between every session
- Live Q&A, peer discussion and real case studies
- Limited places for personal attention
- Exclusive worksheets and materials not in the self-paced version
- Direct support applying the standard at your own property
For the people Guests and residentsask for by name.
Concierges and Lead Concierges
Seeking to raise their five-star execution and the consistency behind it.
Chief Concierges and managers
Building structured standards and accountability across the concierge and front desk team.
Residence concierge and lifestyle teams
Private residences, branded residences and luxury condominiums, where the same residents judge the desk every day.
Rosa R.Master Concierge
Member of Les Clefs d'Or USA and winner of the 2025 LQA Sirius Award.
Rosa is a concierge at Acqualina Resort & Residences. Before that she was Lead Concierge at Faena Hotel Miami Beach and concierge at 1 Hotels, after joining the Faena Group in 2016. More than a decade on Miami Beach's most demanding desks has given her a working command of anticipatory service, interdepartmental coordination and discretion at the highest level of luxury.
Hotel or residence, the desk decides how it feels.Make yours five-star.
Thirty minutes, ten slides: the program, the AI role plays and how a private cohort runs for your team. Individuals can enroll directly.
Concierge Academy · Atelier 5 Star · Luxury Intelligence®