top of page

7 Reasons to go to Lapland and visit Santa Claus – if you can’t avoid it.

Writer: Stephan Busch
Stephan Busch
Jan 10, 2019
5 min read

1) The drive by car

Diving 4400 km from Moscow to the north of Finland can be fun in the winter. Fuel prices in Russia are still one third of the price in European countries so fill the tank before crossing into Europe. You might also add some penalties for speeding to your travel budget as cameras check that you stay within the 80 km or sometimes 100 km limit that ensure they don’t have to dig you out of a ditch in winter. That’s for Finland driving. Drive in Russia anyway you want – the others do the same and worse. Otherwise a nice drive through winter wonderland.

2) The cottage

Best - once you cross the Arctic Circle - is to rent a nice cottage near a river or a lake. There are hardly any hotels worth mentioning. Check first before you book a cottage as some come with toilets the traditional romantic style – outside! With temperatures dropping to minus – 30 Celsius in Winter you might consider the ones that have them in the main house. Otherwise you will learn to plan each visit carefully and maximize efficiency.

The price range is wide between 50 Euros to 200 Euros per day but for this amount you can accommodate up to 8 people in one cottage. For convenience take one cottage advertised for 8 persons for maximum 4 persons and you have luxury. A fireplace inside is guaranteed, a sauna – very important - in the cottage is provided in most and often also a grill outside which is fun even in winter temperature. A well equipped kitchen and also a coffee machine is included in all the good ones. No internet – no phone picked up ( no signal and do you want to pay roaming?) so it is a really peaceful holidays with a lot of snow.

3) It’s a winter wonderland

We went an hour drive north of Rovaniemi a small city at the border of the Arctic Circle. Directly on the border north of the city you will pass Santa Claus Village. That’s the place where Santa Claus supposed to live and work and as we had small child with us we had to visit in the next days too. Inside the Arctic Circle where our cottage was located temperature drop sometimes within 12 hours from minus – 8 Celsius to minus -29 Celsius. The places are well heated and the nice thing is that you hardly see any other person around. Just make sure you like the people you are travelling with.

4) Meet Santa Claus

Visiting Santa Claus Village is a Finish experience. I was surprised of the amount of people and of course the Japanese and Chinese Tour busses were not missing. You wish yourself back into your cottage. A lot of different houses in that village which at the end turned out to be all shops. I followed into the main building where we had to wait in line in front of what I thought was another shop. It had also a separate entrance for groups which I found strange but I am anyway not the type who likes to line and especially not for shops. Here I had to follow the family so I obeyed. A Japanese group were let in by one of the Elves (all Girls are dressed as elves) and 3 Russian Babushkas managed to put their hat down and slip in with the Japanese to skip the line. Santa’s Elves are not that stupid and picked out the Russian looking Japanese and put them back at the end of the line. Only mild protest as they really didn’t look very Japanese.

Don't step on the elves

When it was finally our turn we passed by the shop and entered a kind of long stretched cave and after 5 meters ended at the end of another line. How long that line was I couldn’t figure out as it was too dark. Besides some strange looking objects nothing to look at so we waited with a lot of other people and many children. I still couldn’t figure out which kind of shop I ended up in this time. Slowly the line moved. Some elves always appeared to press the people a little closer together and the line brought us on the second floor where we ended up in another line of people. I always had a bad feeling when I stepped on something hoping it was not an elf or one of the children moving in the dark.

Here on the second floor they had more light and in the far distance I could see some pictures at the wall that showed Santa Claus with some Celebrities. It dawned on me that I was in the line to have Photo opportunity with Santa himself. Nothing I ever dreamed of but there was no chance to escape. The elves made sure of that. The whole long line now made even less sense to me. Why not decorate the bloody cave like Christmas? Put some pictures up – let the people look at something and entertain the children at least a bit. Some of the children looked already like me. Ready to escape. But no chance! With all this Japanese groups, bored adults and desperate children it would have made sense at least to put up some shops. Nothing. The expectation to see finally Santa himself had to be good enough.

5) The shopping

When it was finally our turn – I guess after an hour of cave time – we were brought in by an elf – put on the bench with Santa, three photos were made – and out the elves escorted us. Max 3 minutes was the result of cave lining! I was relieved and finally ended up in the shop I have seen at the start of the lining business. The photo cost 32 Euros and the electronic version 45 Euros. Another Finish dwarf was added for 12 euros. Santa needs to live too and has to feed elves and reindeer! I paid because I was afraid an elf would appear and put me back in line.

6) Additional attractions

Out we went and passed by some shops all able to enter without line. Just a little pushing as the Japanese had to make good of the missed opportunities during their cave time. Besides the shops you can visit a snow castle village which takes you 15 minutes to tour and cost 30 Euros per adult and 18 Euros per child. Four adults and one child put you back 138 Euros for 15 minutes but I believe it was made by some famous Ice Artists. At least that’s what I told myself to justify my empty wallet.

You can also have a Husky Sledge run and a sign indicated that you get that already for 40 Euros for 2 km per person. We decided to just check the dogs and could hardly find any husky on the five sledges that were waiting. It seems that in winter time they collected all household dogs in the vicinity to work as a husky. At least they had minimum size so they could got run over by the sledge. I am sure the locals made good money borrowing their dogs – whatever breed – to Santa’s Villages for the winter.

7) The Nordic lights

They are fascinating but unfortunately unpredictable. In Lapland there is a good chance to see them. For sure a reason to come. To be honest – I didn’t see any this time.

I have been often in Finland in the winter. The summer doesn’t appeal to me even though it’s a country full of Lakes and Rivers but here the other Scandinavian countries like Norway and Sweden have in my opinion more to offer. The strange thing in Finland is that all cities small or big ( if there are any besides Helsinki) are depressing, lacking life, colours or any sign of creativity. So go to Finland in the winter, stay in the nature and if you have chance - speed up when passing Santa’s Villages! It worth the speeding ticket.

Comments


© 2017 by Stephan Busch

Screenshot 2026-07-25 at 16.37.17.png

Training & Lecture Catalogue

Trainings- und Vortragskatalog

It´s Just Hotel Service  ·  Stephan Busch

Hotels  ·  Restaurants & Catering  ·  Cruise Ships  ·  Clubs  ·  Universities

hotelservicemore.com

About this catalogue / Über diesen Katalog

EN — This catalogue presents practical trainings and lectures for hospitality and cruise companies, as well as universities and schools. The programmes combine field-tested operational know-how (hotel openings, fine-dining service, cruise hotel operations, club management) with the skills the market demands in 2026: guest-experience excellence, emotional intelligence, service recovery, AI and digital fluency, leadership and staff retention. All formats are available as group trainings, workshops, one-on-one coaching, and keynote lectures, and can be tailored to each client.

DE — Dieser Katalog präsentiert praxisnahe Trainings und Vorträge für Hotellerie- und Kreuzfahrtunternehmen sowie Universitäten und Schulen. Die Programme verbinden praxiserprobtes operatives Know-how (Hoteneröffnungen, Fine-Dining-Service, Hotelbetrieb auf Kreuzfahrtschiffen, Clubmanagement) mit den Kompetenzen, die der Markt 2026 verlangt: exzellente Gästeerfahrung, emotionale Intelligenz, Beschwerdemanagement, KI- und Digitalkompetenz, Führung und Mitarbeiterbindung. Alle Formate sind als Gruppentrainings, Workshops, Eins-zu-eins-Coaching und Keynote-Vorträge verfügbar und individuell anpassbar.

I. Service & Guest-Experience Trainings

I. Service- und Gästeerlebnis-Trainings

1.  The Art of Anticipation: Five-Star Service Beyond the Standard

DE:  Die Kunst der Antizipation: Fünf-Sterne-Service jenseits des Standards

Format: Group training / workshop

Audience / Zielgruppe: Front-of-house, F&B and front-desk staff in hotels, fine dining and cruise

Suggested duration / Dauer: 1–2 days

EN — Teaches staff to read guests and anticipate needs before they are voiced — the difference between correct service and memorable hospitality. Covers observation, timing, body language, personalised touches and the discreet luxury of being one step ahead.

DE — Vermittelt dem Personal, Gäste zu lesen und Bedürfnisse vorwegzunehmen, bevor sie geäußert werden — der Unterschied zwischen korrektem Service und unvergesslicher Gastfreundschaft. Behandelt Beobachtung, Timing, Körpersprache, persönliche Aufmerksamkeiten und den diskreten Luxus, einen Schritt voraus zu sein.

 

2.  A Complaint Is a Gift: Service Recovery That Builds Loyalty

DE:  Eine Beschwerde ist ein Geschenk: Beschwerdemanagement, das Loyalität schafft

Format: Group training / workshop

Audience / Zielgruppe: All guest-facing staff and supervisors

Suggested duration / Dauer: 1 day

EN — A practical service-recovery method that turns complaints into loyalty. Participants learn the steps of acknowledging, empowering front-line decisions, recovering gracefully under pressure and following up — with role-plays drawn from real hotel, restaurant and cruise situations.

DE — Eine praxisnahe Service-Recovery-Methode, die Beschwerden in Loyalität verwandelt. Die Teilnehmer lernen die Schritte des Anerkennens, der Entscheidungskompetenz an der Front, des souveränen Reagierens unter Druck und der Nachbetreuung — mit Rollenspielen aus realen Hotel-, Restaurant- und Kreuzfahrtsituationen.

 

3.  Emotional Intelligence at the Front Line

DE:  Emotionale Intelligenz an der Service-Front

Format: Workshop

Audience / Zielgruppe: Front desk, concierge, F&B and guest-relations teams

Suggested duration / Dauer: 1 day

EN — The most in-demand hospitality skill of 2026. Staff develop self-awareness, empathy and emotional self-control to handle demanding guests, cultural differences and high-pressure moments while protecting their own wellbeing and that of the team.

DE — Die gefragteste Hospitality-Kompetenz 2026. Die Mitarbeiter entwickeln Selbstwahrnehmung, Empathie und emotionale Selbststeuerung, um anspruchsvolle Gäste, kulturelle Unterschiede und Drucksituationen zu meistern — und dabei das eigene Wohlbefinden und das des Teams zu schützen.

 

4.  The Cultural Code of the Guest: Serving an International Audience

DE:  Der kulturelle Code des Gastes: Internationale Gäste souverän bedienen

Format: Group training

Audience / Zielgruppe: Hotel, cruise and catering teams serving international guests

Suggested duration / Dauer: 1 day

EN — How guest expectations differ across cultures — greeting, dining, personal space, hierarchy and complaint behaviour — and how to adapt service without stereotyping. Built on the trainer’s experience across Asia, Europe, Canada and Russia.

DE — Wie sich Gästeerwartungen je nach Kultur unterscheiden — Begrüßung, Essen, Distanz, Hierarchie und Beschwerdeverhalten — und wie man den Service anpasst, ohne zu stereotypisieren. Basierend auf der Erfahrung des Trainers in Asien, Europa, Kanada und Russland.

 

5.  The Silent Signals: Body Language & Non-Verbal Service

DE:  Stille Signale: Körpersprache und nonverbaler Service

Format: Workshop

Audience / Zielgruppe: All guest-facing staff

Suggested duration / Dauer: Half day – 1 day

EN — Posture, distance, eye contact, gesture and grooming — the signals staff send before they speak. Participants learn to project warmth, competence and discretion, and to read the unspoken signals of guests.

DE — Haltung, Distanz, Blickkontakt, Gestik und Erscheinungsbild — die Signale, die Mitarbeiter senden, bevor sie sprechen. Die Teilnehmer lernen, Wärme, Kompetenz und Diskretion auszustrahlen und die unausgesprochenen Signale der Gäste zu lesen.

 

II. Management & Leadership Trainings

II. Management- und Führungstrainings

6.  From Colleague to Leader: First-Time Hospitality Supervisors

DE:  Vom Kollegen zur Führungskraft: Erstmalige Vorgesetzte in der Hotellerie

Format: Group training + coaching

Audience / Zielgruppe: Newly promoted supervisors and team leaders

Suggested duration / Dauer: 2 days

EN — Equips newly promoted supervisors with the essentials: delegation, giving feedback, leading former peers, handling conflict and basic financial literacy (cost, labour, upselling). Practical, hands-on and scenario-based.

DE — Rüstet frisch beförderte Vorgesetzte mit dem Wesentlichen aus: Delegation, Feedback geben, ehemalige Kollegen führen, Konflikte lösen und betriebswirtschaftliche Grundlagen (Kosten, Personal, Upselling). Praxisnah und szenariobasiert.

 

7.  Keeping Your Best People: Staff Retention & Engagement

DE:  Die Besten halten: Mitarbeiterbindung und Engagement

Format: Management workshop

Audience / Zielgruppe: Department heads, GMs, HR and owners

Suggested duration / Dauer: 1 day

EN — Addresses the industry’s biggest challenge — turnover and ‘quiet quitting’. Managers learn to spot early disengagement, build motivation beyond pay, design recognition that works and create schedules and cultures that keep good people.

DE — Behandelt die größte Herausforderung der Branche — Fluktuation und „stille Kündigung“. Führungskräfte lernen, frühe Demotivation zu erkennen, Motivation jenseits der Bezahlung aufzubauen, wirksame Anerkennung zu gestalten und eine Kultur zu schaffen, die gute Mitarbeiter hält.

 

8.  Leading Across Generations & Ages in Hospitality

DE:  Führen über Generationen und Altersgruppen hinweg in der Hotellerie

Format: Management workshop

Audience / Zielgruppe: Managers, HR, owners

Suggested duration / Dauer: Half day – 1 day

EN — How to lead teams that span four generations and to value experienced staff over 60 as an asset, not a liability. Covers communication styles, mentoring pairings, knowledge transfer and fair, age-inclusive recruitment.

DE — Wie man Teams führt, die vier Generationen umfassen, und erfahrene Mitarbeiter über 60 als Gewinn statt als Last schätzt. Behandelt Kommunikationsstile, Mentoring-Tandems, Wissenstransfer und faires, altersinklusives Recruiting.

 

9.  Hire for Character, Train for Skill: Recruiting & Onboarding

DE:  Charakter einstellen, Fähigkeiten schulen: Recruiting und Onboarding

Format: Management training

Audience / Zielgruppe: GMs, HR, department heads

Suggested duration / Dauer: 1 day

EN — Why attitude beats experience in service roles, and how to interview for it. Covers structured interviewing, trial shifts, red flags, and an onboarding programme that makes new hires productive and loyal in their first 90 days.

DE — Warum Haltung in Servicerollen wichtiger ist als Erfahrung — und wie man gezielt danach auswählt. Behandelt strukturierte Interviews, Probearbeit, Warnsignale und ein Onboarding-Programm, das neue Mitarbeiter in den ersten 90 Tagen produktiv und loyal macht.

 

III. Specialised & Niche Programmes

III. Spezial- und Nischenprogramme

10.  Pre-Opening Excellence: From Empty Building to Full House

DE:  Pre-Opening-Exzellenz: Vom leeren Gebäude zum vollen Haus

Format: Consulting-led training / coaching

Audience / Zielgruppe: Pre-opening teams of new hotels, resorts and cruise ships

Suggested duration / Dauer: Tailored programme

EN — A rare, field-tested programme for opening teams. Covers the critical-path timeline, SOP development, recruitment and training waves, supplier set-up, mock services and the first guest-ready inspection — drawn from numerous hotel, club and cruise-ship openings.

DE — Ein seltenes, praxiserprobtes Programm für Eröffnungsteams. Behandelt den kritischen Zeitplan, SOP-Entwicklung, Recruiting- und Trainingswellen, Lieferantenaufbau, Probeläufe und die erste gästebereite Abnahme — aus zahlreichen Hotel-, Club- und Kreuzfahrtschiff-Eröffnungen.

 

11.  Hospitality at Sea: Hotel Operations on Cruise & River Ships

DE:  Gastfreundschaft auf See: Hotelbetrieb auf Kreuzfahrt- und Flussschiffen

Format: Group training / career seminar

Audience / Zielgruppe: Crew, hotel departments on ships, and students considering a cruise career

Suggested duration / Dauer: 1–2 days

EN — The booming cruise sector explained from the inside: life and service standards on board, the rhythm of embarkation days, multicultural crews, confined-space teamwork, and why ships are an ideal fast-track career start in hospitality.

DE — Der boomende Kreuzfahrtsektor von innen erklärt: Leben und Servicestandards an Bord, der Rhythmus der Anlegetage, multikulturelle Crews, Teamarbeit auf engem Raum und warum Schiffe ein idealer Karriere-Schnellstart in der Hotellerie sind.

 

12.  Protecting the House: Loss Prevention & Hotel Security Awareness

DE:  Das Haus schützen: Schadenprävention und Sicherheitsbewusstsein im Hotel

Format: Group training

Audience / Zielgruppe: Management, front desk, housekeeping, F&B and security staff

Suggested duration / Dauer: Half day – 1 day

EN — Where losses really happen — guests, staff and weak systems — and how to build controls without creating a climate of distrust. Includes theft and fraud patterns, cash and inventory controls, data and cyber awareness, and the legally required basics of guest-safety vigilance.

DE — Wo Verluste wirklich entstehen — Gäste, Personal und schwache Systeme — und wie man Kontrollen aufbaut, ohne ein Klima des Misstrauens zu schaffen. Beinhaltet Diebstahl- und Betrugsmuster, Bargeld- und Inventarkontrollen, Daten- und Cyber-Bewusstsein sowie die rechtlich erforderlichen Grundlagen der Gästesicherheit.

 

13.  AI & Digital Tools for the Hospitality Floor

DE:  KI und digitale Werkzeuge für den Hospitality-Alltag

Format: Workshop

Audience / Zielgruppe: Staff and managers adopting PMS, POS and AI tools

Suggested duration / Dauer: Half day – 1 day

EN — A practical, non-technical workshop on where automation and AI genuinely help — check-in, personalisation, scheduling, guest messaging — and where the human touch must stay. Hands-on with the everyday digital tools staff now need to master.

DE — Ein praxisnaher, nicht-technischer Workshop darüber, wo Automatisierung und KI wirklich helfen — Check-in, Personalisierung, Dienstplanung, Gästekommunikation — und wo die menschliche Note bleiben muss. Praktische Übungen mit den digitalen Alltagswerkzeugen, die das Personal heute beherrschen muss.

 

IV. Lectures & Keynotes (Universities, Schools, Conferences)

IV. Vorträge & Keynotes (Universitäten, Schulen, Konferenzen)

14.  It´s Just Hotel Service? The Real Economics of Hospitality

DE:  Nur Hotelservice? Die wahre Ökonomie der Gastfreundschaft

Format: Keynote lecture

Audience / Zielgruppe: University and school students, industry conferences

Suggested duration / Dauer: 60–90 min

EN — An engaging keynote on why service is the true product of the hospitality industry and how small human moments translate into loyalty, reviews and revenue. Rich with real stories from hotels, clubs and cruise ships across the world.

DE — Eine fesselnde Keynote darüber, warum Service das eigentliche Produkt der Hotellerie ist und wie kleine menschliche Momente in Loyalität, Bewertungen und Umsatz umschlagen. Reich an echten Geschichten aus Hotels, Clubs und Kreuzfahrtschiffen weltweit.

 

15.  Careers Without Borders: Building an International Hospitality Career

DE:  Karriere ohne Grenzen: Eine internationale Hospitality-Laufbahn aufbauen

Format: Lecture / career talk

Audience / Zielgruppe: Hospitality and tourism students, graduates

Suggested duration / Dauer: 60–90 min

EN — A motivating, practical talk for students: how to build an international career across hotels, resorts and cruise lines, what employers really look for, how to use internships and sponsorships (e.g. the Humboldt Foundation), and how to stand out in a global market.

DE — Ein motivierender, praxisnaher Vortrag für Studierende: wie man eine internationale Karriere über Hotels, Resorts und Kreuzfahrtlinien aufbaut, worauf Arbeitgeber wirklich achten, wie man Praktika und Förderungen (z. B. die Humboldt-Stiftung) nutzt und wie man sich auf einem globalen Markt abhebt.

 

16.  The Future of Service: AI, Robots and the Irreplaceable Human

DE:  Die Zukunft des Service: KI, Roboter und der unersetzliche Mensch

Format: Keynote lecture

Audience / Zielgruppe: Universities, industry conferences, leadership audiences

Suggested duration / Dauer: 60–90 min

EN — A forward-looking keynote on how AI and automation are reshaping hospitality — and why the human element becomes more valuable, not less. Separates hype from reality and shows where future professionals should invest their skills.

DE — Eine zukunftsgerichtete Keynote darüber, wie KI und Automatisierung die Hotellerie verändern — und warum das Menschliche wertvoller wird, nicht weniger wert. Trennt Hype von Realität und zeigt, in welche Kompetenzen künftige Fachkräfte investieren sollten.

 

17.  Educating for Hospitality in Times of Crisis

DE:  Bildung für Tourismus und Hotellerie in Krisenzeiten

Format: Academic lecture / panel

Audience / Zielgruppe: Universities, faculty, tourism & hospitality programmes

Suggested duration / Dauer: 60–90 min

EN — An academic lecture on how hospitality and tourism education must adapt to crises — pandemics, labour shortages, geopolitical shifts — bridging classroom and industry. Suitable as a stand-alone lecture or a conference panel contribution.

DE — Ein akademischer Vortrag darüber, wie sich die Tourismus- und Hospitality-Ausbildung an Krisen anpassen muss — Pandemien, Arbeitskräftemangel, geopolitische Verschiebungen — und Hörsaal und Praxis verbindet. Geeignet als eigenständiger Vortrag oder Konferenz-Panelbeitrag.

 

Formats & next steps / Formate & nächste Schritte

EN — Every programme is available as a tailored group training, workshop, one-on-one coaching or keynote lecture, on-site or online, in English or German. Contact us via hotelservicemore.com for a free evaluation and a proposal matched to your team, property or institution.

DE — Jedes Programm ist als maßgeschneidertes Gruppentraining, Workshop, Eins-zu-eins-Coaching oder Keynote-Vortrag verfügbar — vor Ort oder online, auf Englisch oder Deutsch. Kontaktieren Sie uns über hotelservicemore.com (stephanbusch@hotmail.com)für eine kostenlose Bewertung und ein auf Ihr Team, Ihr Haus oder Ihre Institution zugeschnittenes Angebot.

bottom of page