Educational Institute Offers Customer Service Training with 'Spirit of Hospitality'
ORLANDO, FL, December 14, 2005. Service is the spirit of hospitality, and the enhanced "Spirit of Hospitality" training program from Educational Institute of the American Hotel & Lodging Association shows employees how to provide the kind of service that builds guest loyalty and increases occupancy.
"Spirit of Hospitality" features the "Delivering Quality Guest Service" DVD (or video) and a comprehensive leader's guide that teaches all staff members how to see things from the guest's point of view, strive for service excellence, and work as a team. The program also includes quizzes to track achievement of learning objectives, and a certificate of completion for those who successfully complete the program.
Topics covered in the "Spirit of Hospitality" program include:
Tips for improving service quality
Skills for exceeding guest expectations
Strategies for effectively handling guest complaints
Five simple steps for delivering quality guest service
Employee motivational techniques
Testimonials from experienced industry employees
"Service in our industry is becoming a lost art. In too many instances, service training has been replaced with bottom-line cost cutting -- and our industry is suffering for it," said Joseph R. Kane, Jr., CHA, group president, Cendant Hotel Group, president/CEO of Days Inn Worldwide. As the new AH&LA chairman, Kane is emphasizing a return to a spirit of true hospitality service through the industry.
"The enhanced Spirit of Hospitality program offers the latest training strategies to deliver 21st century exceptional service," said Kane. "It will empower all employees to strive for service excellence and create memorable guest experiences. Trust me: it will be the best $40.00 you invest all year on your team."
"Spirit of Hospitality" is available for an introductory price of $40.00 for AH&LA members (regularly $80). Reference promotional code SPFDQ. The price for nonmembers is $140.00. To order, call 800-752-4567 or 517-372-8800 (outside the U.S. and Canada, call 407-999-8100). Or visit www.ei-ahla.org to order through EI's secure, online shopping cart.
Established in 1953 as a nonprofit educational foundation of the American Hotel & Lodging Association, the Educational Institute's mission is to support AH&LA by becoming the preferred provider to the lodging industry, hospitality schools, and related hospitality industries both domestically and internationally by developing and providing quality resources to train, educate, and certify hospitality professionals.
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