SHINE is our bespoke guest experience programme led by our Head of Customer Engagement. The scheme enables our teams to consistently deliver first-class service for our guests and clients.

Our promise

We will strive to always deliver high service standards through fantastic lasting impressions with a natural service style that exceeds expectations.



SHINE like a star

This holistic programme has evolved from our award-winning impressions training scheme to not only deliver first-class service for our guests but to provide a clear framework for continuous learning as well as reward and recognition of our team members through our Associate Awards and Be A Star Awards. 

In pursuit of excellence

Our commitment to clients is to always strive to deliver the highest service standards possible. We know their business is all about building valuable relationships, so we will do whatever it takes to ensure guests enjoy a remarkable experience. 

We make guests feel special by creating lasting impressions such as personalised lattes and the friendliest of farewells. It happens because we set aspirational standards for everything they see, touch, taste and hear.

How we do this

Our associates are coached through our training, which provides them with unique skills and crucially, the empowerment to respond to their guests’ individual needs – whatever they may be. It starts by putting them instantly at ease, with the most appropriate greeting, whatever their cultural background.

We teach our teams to learn something new about their guests from every interaction and use it to improve our service and offer. It is all part of our continuous improvement philosophy, by embracing new thinking, new technology and new ways of working.

Each venue has a tailor-made suite of Standard Operating Procedures focused on different specialities from wine and coffee to the culinary arts and wellbeing. Our modules include:

  • Guest Journey
  • Guest Experience
  • Make it Right

This leads to our training academy called Talent Labs and Career Pathways programme. These help our teams to gain specialised learning and development opportunities that progress their skillsets and careers within the business. 

SHINE Academy

SHINE Academy is the place where our front of house teams can go to learn new skills with over 18 modules that are all focused on service excellence. From service style workshops all the way to wine list training and Wine and Spirit Education Trust professional qualifications.

SHINE Academy is available to our front of house team members of all levels with the aim of upskilling and inspiring our teams. The SHINE Academy team can also bespoke modules and courses for individual units to really get to know the culture and needs of each team.

We had our first SHINE training session. It was hugely received by all attendees. Our Ambassadors delivered extremely well – thanks for the training.
SHINE trainee, Restaurant Associates
I wanted to let you know how much I enjoyed the presentation and how valuable I found it and have no doubts it will help us to improve and maintain our high standards across the contract.
SHINE trainee, Restaurant Associates
The team really enjoyed it and did really well, we feel confident when guests arrive. The team also said by doing it this way they took it in more, than just reading through a script.
SHINE trainee, Restaurant Associates