Where hospitality teams earn excellence.
A Company Overview
Mark Dickinson
Founder & Master Trainer, DONE! Training & Consulting
Meet the Founder
A career built on the floor, not in a classroom.
Mark has spent over four decades in hospitality, as an operator, author, international speaker, and master trainer. He has worked inside hotels, restaurant groups, cafes, and beach clubs across Dubai, Abu Dhabi, Kuwait, and Beirut, and built every DONE! program from real problems he has solved on the floor, not from a training manual.
40+ Years
Hands-on hospitality experience
Published Author
Grandma's Marmalade
International Speaker
Keynotes across the Gulf region
Regional Reach
Dubai · Abu Dhabi · Kuwait · Beirut
Training is something a team earns, not something done to them.
Our Method
A methodology built over 40 years on the floor, not borrowed from a textbook.
CANI
Constant And Never-ending Improvement, the mindset behind every session.
FIX IT
Focus, Identify, Xecute, Inform, Train: how teams solve guest problems on the spot.
5-3-1 Method
A practical framework for reading guests and growing revenue naturally.
EDSO
The dopamine, oxytocin, serotonin and endorphin science behind real engagement.
DISC
Understanding personality styles to build stronger managers and teams.
12 Signature Moments
The guest touchpoints that turn ordinary service into a memorable experience.
What We Offer
Twenty programs. Three ways they move a team forward.
Morale Boosting
Half-Day Energy Resets
Ignite energy, pride, and resilience across the whole team.
- Powering Forward
- Inspiring Your Team
- Obsessed with Success
Performance Enhancement
Measurable Revenue Impact
Direct, measurable gains in service, sales, and consistency.
- Sell Like a Rockstar
- Outstanding Guest Experiences
- Sequence of Service Rebuild
Management & Technical
Leaders Who Scale With You
Build the leaders, trainers, and operators a growing group needs.
- Management Development Program
- Train the Trainer
- Future Leaders: Principles
without the guest ever feeling sold to.
Signature Program
Sell Like a Rockstar
Our best-selling program, and for good reason.
We take FOH staff and managers through how guests actually make decisions, the ten skills that separate an order-taker from a salesperson, and how to spot and use every hidden revenue opportunity on the floor. No pressure tactics, no scripts that sound fake, just a team that recommends with confidence because they believe in what they're serving.
Who It's For
FOH staff and managers, anyone who can influence what a guest spends.
Format
1 full-day intensive, plus two 2-hour follow-ups at 10 to 14 day intervals.
Signature Program
Outstanding Guest Experience
Sequence of Service Audit & Rebuild
Every strong restaurant group has a sequence of service somewhere. The question is whether it's written down, trained properly, and actually followed the same way on a Tuesday lunch as a Friday night. In this one full-day session, we audit what's really happening on the floor against what should be happening, then rebuild the sequence from the ground up, arrival to departure, with checklists, coaching tools, and an observation framework managers can run themselves long after the training day ends.
Who It's For
Managers and supervisors responsible for standardizing service.
Format
1 full day, delivered on site.
Outcome
One standard that flexes to fit every brand, without losing consistency.
Signature Program
Management Development Program
Leadership fundamentals, coaching, performance management, decision-making under pressure, conflict resolution, and the hospitality-specific realities a generic management course never covers. Every session ends with an assignment managers actually apply on the floor that week, not a worksheet that gets filed away.
Who It's For
This program is supplied at different levels. We have a junior MDP for young, upcoming managers, through to a Directors and Executives Program for advanced and mature hospitality leaders.
Outcome
Managers who run the business in front of them, not just the shift in front of them.
From shift supervisor to C-Suite.
12 Sessions · 4 Hours Each
DONE! Learning Academy
Your digital training platform.
A trainer can only be in one room at a time. The Academy is how training stops depending on a calendar. Every live session gets built into your own branded, AI-powered portal, including AI Avatar training content, so new hires and existing teams can access certified modules, quizzes, and refreshers on demand, in your brand's voice, 24 hours a day.
Live 24/7
Certified modules always available, no waiting for the next live date.
AI Avatar Content
Live sessions become on-demand training, in your brand's own voice.
Scales With You
New venue, new country: the training is already there on day one.
Trusted By
Hotels, restaurant groups, and cafes across the region.
Matbakhi by Sawsan
Kuwait · MENA 50 Best Restaurants 2026
JA Resorts & Hotels
Dubai, Maldives, Seychelles, Scotland
The Chedi Al Bait
Sharjah, UAE
The Maine, All Group
Dubai, London, Ibiza…
Orange Hospitality
Il Borro, Alici, Josette, Mayabay
3 Fils
Dubai, Abu Dhabi
IFF, 20 Brands
Dubai & Across the Middle East
Gastronomica, 18 Brands
Dubai, London, Ibiza…
Brunch & Cake
Dubai, Bahrain, Turkey, Egypt, KSA…
Grandma's
Marmalade
True Recipes for a Life in Harmony
Exclusive Recipes
Produced by Mark Dickinson
Grandma's Marmalade
A book written from the same place every program comes from.
Mark's book is a collection of the real lessons, mistakes, and small moments that shape a lifetime in hospitality. Every participant across every DONE! program receives a free digital copy, our way of making sure the learning doesn't end when the training day does.
A team that sells with confidence, serves with consistency, and is led by people who know what they're doing, that isn't a training day. That's a business decision.
Mark Dickinson
Founder & Master Trainer, DONE! Training & Consulting
DONE MENAT FZCO · DSO IFZA, Dubai, UAE