Mastering Excellent Service Ltd
Elevating experiences for the finest in the Caribbean
At Mastering Excellent Service Ltd, we specialize in empowering teams to craft exceptional service experiences for diverse, discerning clients.
Why Choose Us
From internationally certified trainers to evidence-based programs, we help teams across the Caribbean improve guest satisfaction, boost staff morale, and drive measurable results.
About Mastering Excellent Service Ltd
Elevating experiences for the finest in the Caribbean
At Mastering Excellent Service Ltd., we believe true luxury is felt in how people are seen, respected, and cared for. Our work centres on thoughtful service, cultural awareness, and consistent excellence. With over five decades of combined experience, we develop service professionals and teams to meet the highest standards while honouring identity, heritage, and the unmistakable warmth of the Caribbean.
I appreciated the opportunity to learn in such a fun and supportive environment while developing new skills…‘I especially liked the role plays, they really helped me socialize more and better understand the process’…The [training was] well- structured, engaging, fun, informative… tailored to our needs teaching us how to read body language, understand preferences and anticipate needs.’
Participants
Hyatt Ziva / Zilara, Jamaica
Services
What We Offer
Our training programs are designed to meet the unique needs of hospitality teams across the Caribbean. Whether you’re launching butler service, improving food and beverage service delivery, or building stronger leadership, our programs result in satisfied guests and empowered staff.
Butlers are multi-skilled professionals who deliver personalized, anticipatory service to your highest-paying guests. Butler service can elevate the overall guest experience and brand perception. Whether you’re introducing butler service for the first time or realigning an existing team, we provide hands-on training and operational support to help your team achieve excellence.
Our program focuses on refined service techniques, discretion, and the confidence to deliver world-class hospitality in a Caribbean context.
Butler Service Training
Reduce guest complaints, absenteeism, and service inconsistencies with holistic training for a more cohesive, reliable team. Our Food and Beverage Service Training goes beyond basic skills. It focuses on building a confident, guest-focused team through hands-on learning and clear service standards.
Whether you’re looking to refresh your team or lay the groundwork for a new service culture, our training is designed to meet you where you are.
Food and Beverage Service Training
Effective leadership is the backbone of exceptional service. The quality of your service relies heavily on how well departments are led, and how leaders inspire and motivate their teams. Our Leadership Workshops are designed to transform leadership styles by adopting a people-first approach, which leads to tangible improvements in company culture, guest satisfaction, and overall business performance.
Leadership Workshops
Create a refined, intimate service experience tailored to the unique needs of villa guests. Our Villa Service Training focuses on cross-training your team, establishing efficient administrative structures, and sensitizing staff to cultural nuances, ensuring an elevated level of service that respects guest privacy.
Villa Service Training
Finding the right people for key service roles can be challenging. On a select basis, we offer recruitment support to help properties identify, evaluate, and onboard talent aligned with their brand standards and values. Please contact us directly to discuss eligibility and availability.
Recruitment Support
We offer targeted, short-term consulting engagements for properties seeking operational clarity, service realignment, or strategic input during periods of transition. Whether you’re launching a new concept, navigating a change in leadership, or refining service delivery, our consultants provide expert, hands-on guidance to help you reach your goals efficiently.
Short-Term Management Consulting
In addition to our core training programs, Mastering Excellent Service offers specialized support designed to meet the evolving needs of hotels, resorts, and private service operations across the Caribbean.
Additional Offerings
Start Your Journey With Us Today
Book your complimentary call to discover how we can support your hospitality goals. Whether training a small villa team or enhancing resort leadership, we’re ready to help.
Who We Work With
Industries We Serve
We proudly support excellence across the hospitality sector, including hotels, resorts, luxury villas, stand-alone restaurants, and boutique operations. Click the Readiness Checklist button below to explore if we might be the right fit for your team.
Up To
20% Off
Luxury Hotels & Resorts
Up To
24% Off
Private Villas & Vacation Rentals
Up To
17% Off
Fine-Dining Restaurants & F&B Establishments
Clients
Clients & Collaborations
We’re proud to work with a diverse range of clients who trust us to deliver quality, reliability, and exceptional service. Each partnership reflects our commitment to building lasting relationships and creating meaningful results.
Excellence Is Cultivated, Not Assumed
At Mastering Excellent Service Ltd., exceptional hospitality is built through creativity, skill, and respect for the people delivering it. We prepare service professionals to perform with confidence, consistency, and quiet excellence, creating experiences that feel effortless, personal, and memorable. From private villas to five-star resorts, we help teams exceed expectations with care and precision.
Gallery
Transforming Hospitality
Our gallery offers a behind the scenes look at our hands-on training sessions and the powerful results achieved. Explore how we elevate service standards, one experience at a time.
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Client Satisfaction Rate Testimonials
What Our Clients Say
The Landings Resort and Spa, St Lucia
The training was very informative and it helped me as a service professional. The trainers were well knowledgeable and I loved the hands-on experience. Overall, this is by far the best training session I have ever attended because my job became much more comfortable ever since. (2022)
Golden Eye, Jamaica
I had the opportunity to participate in a Butler Service Training Program which was conducted by trainers Mr Rory Baugh and Ms Rochelle Amour, founders of Mastering Excellent Service Ltd. It was indeed the best training program I’ve partaken in, very informative, engaging and resourceful. In just two weeks, we were empowered with a lot of knowledge. This program made us even more confident in carrying out our daily tasks for guest satisfaction and truly impacted my wisdom which helped me to capture two World Travel Awards in one year. Thanks a million MESL! ( November 2021)
The Landings Resort and Spa, St Lucia
Rory and Rochelle's passion and professionalism certainly left a lasting impression on us. Their methods received excellent praises from our employees who received a well-rounded education that included both theoretical classroom instruction and practical hands-on training. Recent guest reviews are testament to the outstanding work that Rory and Rochelle have done with our team, and we look forward to our continued partnership over the years. (2022)
Overlook Villa, Tryall Club, Jamaica
"We can't say enough about the benefits that Mastering Excellent Service provides! They were able to assess issues, offer solutions, motivate and engage our team... and most importantly, our staff now truly work as a team, which is exactly the outcome we were hoping for.” (2023)
Golden Eye, Jamaica
“The training material was current and relevant for our diverse team, including those new to the industry. The exercises and stories you shared sparked excitement and curiosity each day. The discussions on topics such as Service,… Equity… and Inclusion were especially thought-provoking, and it was inspiring to see our team come together. The result was a more integrated group who now believe in teamwork and appreciate each other’s talents, all to provide exceptional service.” (2025)
Bay Gardens Resort & Spa, St Lucia (2025)
Their leadership is not only guiding us toward elevated service standards; it is positioning us to remain relevant and competitive in our industry… I have prayed for the opportunity to see our service evolve to this level, and I am proud to be part of this journey. (2025)
Hyatt Ziva-Zilara, Jamaica
It has truly opened my eyes to see that it’s not just about selling or caring for the guest, but about creating a more personal and meaningful experience....’ The [training was] well structured, engaging, fun, informative... tailored to our needs teaching us how to read body language, understand preferences and anticipate needs… (2025)
Jade Mountain
It pushes me to develop a high standard of service and personal discipline. The training has taught me the importance of discretion, elegance, and efficiency… (2025)
Long Bay Beach Resort, British Virgin Islands (2025)
You both really made learning fun and engaging. I also loved that you both were able to shift our perspectives in the most uplifting way... What I enjoy the most is how you guys have explained every step in a patient and articulate manner that leaves no room for misunderstanding…
Mandarin Oriental, Canouan
I highly recommend this course to colleagues because...it will make an improvement in them regardless [of] the department… (2022)
The Cliff Hotel, Negril, Jamaica
We received Butler Service Training at the Cliff Hotel in August 2022. The team was raving about it, and praised the concepts and the information received during the training. Furthermore, the experience helped me build my confidence on the (restaurant) floor. I would like to express my gratitude to Rory and Rochelle once again for creating professional butlers and building our awareness about our important figure inside our hotel.
Half Moon, Rose Hall, Montego Bay Jamaica
The experience of this training was very engaging and eye opening. I appreciate that it is very well-rounded and allows you to be a well-rounded butler. The research that was put into every aspect of it was very extensive, especially the psycho-social aspect of it. I didn’t realise how tied in being aware and self motivated is with being a butler and the importance of self care. I hope there is continued follow up training. The experience of the consultants in their respective fields is a great combination. (2022)
The Landings Resort and Spa, St Lucia
The training itself was one of a kind and the skills that were taught were not only for being an excellent butler, but I included them in my daily life... from wardrobe care to housekeeping duties and assisting my fellow team members. I know this effective training will be one that I use daily.
The Landings Resort and Spa, St Lucia
The training was very informative and it helped me as a service professional. The trainers were well knowledgeable and I loved the hands-on experience. Overall, this is by far the best training session I have ever attended because my job became much more comfortable ever since.
Insights
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Explore expert insights, practical tips and updates drawn from decades of experience in luxury hospitality. From elevating service standards to fostering leadership and team culture, our articles keep you informed and inspired every step of the way.
