| ORLANDO, Fla., January 2004 — A voice on the other
end of the phone line is often the first impression that prospective guests
have of a lodging property, and that voice can make or break a sale. “Courtesy
Rules! Better Telephone Skills Now,” a new video from the Educational Institute
of the American Hotel & Lodging Association, presents an entertaining
lesson in telephone courtesy for any employee at your property who uses
the telephone.
This easy-to-follow 20-minute video and companion guide demonstrates how to use the telephone courteously and efficiently in a variety of common hospitality situations. Viewers pick up tips from a top-notch front desk associate as she recounts her experiences in “courtesy school” and the rules that transformed her from a telephone “dud” to a vocal ambassador for her property. Using a wrong way/right way approach, the video addresses the following:
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Established
in 1953 as a nonprofit educational foundation of the American Hotel &
Lodging Association, the Educational Institute is the premier source for
quality hospitality education, training, and professional certification,
serving the needs and advancing the excellence of hospitality schools and
industries worldwide.