Academy · Consulting · Talent · Santo Domingo

Hospitality can be learned.

And it shows at every table, in every room, in every guest who comes back. We train the people who make others feel at home.

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What we do

Restaurants and hotels Training, consulting, coaching and manuals Team training, advisory, coaching for managers, openings and operations manuals. Any business Staff training and coaching Customer service, client care, leadership and coaching for middle managers. Also through INFOTEP. Service evaluation Mystery Guest We experience your service as any other guest would. Report in 24 to 48 hours. For individuals Experiences, workshops and courses Social Labs, wine, Hospitality at Home and Mesa 21.

Free assessment · No commitment

Before we propose, we listen.

Our assessment form gives us a first 360° view of your business: how you serve your customers today, how your team works and what needs to improve. From your answers we prepare an assessment and propose a tailored path forward.

Restaurants, hotels and hospitality businesses Service, operations and costs We review the dining room experience, team organization, processes, inventories and food cost, so we know where to start.

Any business that serves customers Customer service and leadership Banks, clinics, stores, offices: we assess the quality of the service your team provides and how prepared your middle managers are to lead it.

01Fill in the formA few minutes, from your phone or computer.
02Receive your assessmentIn 24 to 48 hours, with what works and what is worth improving.
03Let's talkWe visit your space and present a proposal in phases.

Start the form I'd rather talk on WhatsApp

Our way

Hospitality is not technical perfection. It is making someone feel at home.

We come from the floor: from Michelin-starred restaurants, from hotels, from openings against the clock. We learned that technique can be taught, but what brings a guest back is the warmth of whoever welcomes them. That is what we train.

Thomas Sartori · President

The team

The people behind Hospitality Lab.

Thomas Sartori President and founder 30 years in hospitality, from Michelin-starred restaurants to openings. Trainer, consultant and sommelier.

Tomás Lucero Academic director and trainer Designs the programs and leads training in the Hospitality Lab classrooms.

Pamela Pérez Marketing and communications Tells the story of what we do and looks after how we are seen. She also heads the School of Hospitality and Tourism at UNIBE.

Giselle Alonzo Logistics, operations and administration Makes sure everything is ready before the first student arrives: classrooms, supplies, schedules and numbers.

Alik Vásquez Experience Manager for the ecosystem Looks after every client and every guest, from the first call until they come back.

They have trusted us

A team graduating with their Emotional Hospitality and High Performance certificates — Graduation · December

The San Marzano team with their certificates — San Marzano · The whole team

Training session with a restaurant team — Training · At your venue

Hospitality

Your team, ready to serve the way you dream.

Restaurants, hotels, bars, cafés and events. Always tailored, always certified, scheduled around your shifts.

Training session with a team of managers around a table — Training at a restaurant

01 Tailored trainingEmotional hospitality, customer service, leadership and middle management, English, inventories, first aid. Also through INFOTEP. 02 ConsultingService, food cost, purchasing and inventories, menu engineering, processes, and operations and sales manuals. 03 Restaurant openingsOur specialty. Operations design, team selection and training, pre-opening and ongoing support. 04 Talent and event staffStaff already trained and prepared with your profiles, protocols and manuals. For permanent positions and for your most demanding nights. 05 Mystery GuestWe experience your service as any other guest, without the team knowing. Written report in 24 to 48 hours. 06 Workplace inclusionTeam workshops and a real way to meet the 2% quota of Law 5-13, together with Futurum Educandi.

Dining room team in a training session around a long table

Training in a restaurant dining room, with the kitchen and floor teams

Step 1 Tell us about your operation A short form: service, operations or costs.

Step 2 Assessment in 48 hours A 360° view of where your team stands today.

Step 3 Visit and proposal We get to know your space and propose a plan in phases.

Start the assessment

Other businesses

Every customer, well looked after.

Stores, clinics, banks, insurers, car dealerships and offices. We bring to your customer relationships what 30 years of hospitality have taught us.

We train teams in

Retail and storesHealthcareBanking and insuranceAutomotiveReal estateEducationOffices and services

01 Service and customer careWelcome, listen and resolve: in person, by phone and on WhatsApp. Clear protocols and complaint handling. 02 Leadership and middle managementFor supervisors promoted from within the team: giving instructions, correcting without discouraging, delegating and handling conflict. 03 CoachingOne-on-one support for managers and supervisors, with clear goals and follow-up. 04 Mystery shopperWe assess the service at your branches as any other customer would. Written report in 24 to 48 hours.

Free assessment About 10 minutes. We send you the report within 48 hours.

INFOTEP

Training certified by the INFOTEP System.

Hospitality Lab is an Operating Center of the INFOTEP System (the Dominican national vocational training institute). We teach courses with its certificate, for companies and for individuals.

For companies Your team, trained with INFOTEP INFOTEP programs for your staff, at your venue or in our classrooms, scheduled around your shifts. We help you with the paperwork.

For individuals Certified courses Technical hospitality courses with an INFOTEP certificate, to start in the industry or grow in it.

Training areas What we teach Dining room service, bar, customer care, supervision and leadership. Ask about the schedule for upcoming groups.

Ask about INFOTEP courses We reply on WhatsApp.

Manuals and standards

What is taught is put in writing.

Every operation we support keeps its own manuals: visual, practical and written in your team’s language. So the standard does not depend on who is on shift.

Service and protocol Emotional hospitality Opening and closing Operations and logistics Inventories Standard recipes and food cost Sales playbook

Real pages from manuals we have developed, shown without the client’s branding.

Mystery Guest

How are your guests welcomed when you are not there?

We arrive as any other guest. We observe the welcome, the pace, the details, the farewell. Within 24 to 48 hours you have a written report in your hands.

And if you then work with us, we deduct it from your fee.

Request a visit

In their words

We are not the ones saying it. Their teams are.

Servers, cooks and supervisors who have taken part in our programs.

Participant

HL Talent Connect · by Hospitality Lab

Talent is not improvised. It is trained, validated and connected.

Create my profile Sign in as talent Sign in as a company

A graduate receives her Hospitality Lab and HL Talent Connect certificate

The Hospitality Lab platform that connects people who want to grow in hospitality with the businesses looking for teams. We do not send résumés: we deliver staff already trained and prepared with each establishment’s profiles, protocols and manuals.

Pre-Bronze

Bronze

Silver

Gold

Platinum

♛Executive

Your profile from your résuméUpload your résumé, the platform analyzes it, asks only what is missing and gives you an evaluation and ranking report.

Ranking and game-style dashboardMedals from Pre-Bronze to Executive, XP, achievements, missions and your reference salary for your level.

Online AcademyPaths by specialty (dining room, bar, coffee, wine, leadership), lessons you can listen to, exams and certificates.

Opportunities abroadCruise lines, Caribbean islands, Europe, the United States and more, unlocked by your ranking, your English and your documents.

Company dashboardTalent according to your membership, interviews, evaluations, statistics and HR documents.

Tailored onboarding and manualYour manual and onboarding turned into courses and exams: every new hire arrives with an entry pass.

Inclusion with Futurum EducandiOne single talent pool. People from the inclusion program carry the Inclusion Seal, and each company chooses.

Accessible to everyoneText size, high contrast, readable font, read-aloud and more, across the whole platform.

If you want to grow Do you have the talent to go further? Upload your résumé, get your evaluation, train in the Academy and level up. Every medal brings you closer to a better salary, here or abroad.

Create my profile →Online Academy

If you are hiring You are not looking for a CV. You are choosing the future of your team. Talent already trained and ranked, interviews and evaluations from your dashboard, and your onboarding and manual turned into courses for every new hire.

See the offer →Sign in as a company

For individuals