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Hotel Quality Guest Service DVD

Hotel Training Videos


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DVD or VHS Training: 16 Minutes

CD Rom Bonus Materials Include:

  • Trainer's Guide
  • "Quick Quiz" Assessment Tool
  • Certificates of Completion

Creating a culture of quality service at your hotel will increase guest satisfaction and build repeat business that generates profit. This program presents five common sense rules of guest service and identifies the seven "moments of truth" where staff actions and attitude can earn guest loyalty, including effective steps for handling guest problems and complaints.




Quality Guest Service Content Includes:

Rules of Guest Service:

    • Guests Are Like a Box of Chocolates
    • You Never Get a Second Chance at a Good First
    • Impression
    • Keeping Customers Costs Less
    • Bad News Travels Faster
    • Guest Problems are Opportunities

"Moments of Truth" :

    • Making a Reservation
    • Arrival
    • Registration
    • Entering Room
    • Interaction With Staff
    • Complaints or Problems
    • Check-Out


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