News for the Hospitality Executive
Best Western's Commitment to Guest Satisfaction
with Addition of Front Desk e-Learning Course
|HASLETT, MI, USA, JULY 2010:
Best Western International, Inc. has deployed a custom front desk
e-learning course for its front
desk service agents at Best Western's 4,000 hotels.
The course places the front desk trainee at the center of an interactive virtual environment called "Best Western World" and is designed to help service agents understand their roles as intermediaries between the guest, the hotel, Best Western, and the community. Trainees explore Best Western World to discover restaurants, stores, businesses, schools, and other public places that may be important to their guests. Through a variety of creative scenes, front desk agents interact with various guests, such as a business traveler, a leisure couple, an extended-stay guest, a walk-in family, or a group, to understand and successfully handle each guest's unique needs.
The course supports the Best Western I Care® customer care training program by guiding service staff through a four-step process that analyzes and resolves guest problems immediately at the hotel. The curriculum also includes exercises to extend and enhance the learning experience, as well as links to Best Western resources and best practices. Each student must complete a 45-question final exam to earn a certificate of completion.
“Best Western’s I Care program is about creating a culture of caring and service at our hotels. Roughly 400,000 guests stay at our hotels each night, so our hotel staff must be empowered and prepared to meet each guest’s unique needs,” said Michael Morton, Best Western’s Managing Director of Education and Customer Care. “The real-world scenarios in this course help prepare our staff to provide personal, friendly service that is consistent with our global brand standards.”
Program developer Innovision Media Concepts President, Guy Armstrong, added, "This was an incredibly fun and challenging project for us. We were able to merge Best Western's extensive lodging expertise with the talent of our creative team to develop a unique and engaging course that will help enhance guest service and build repeat business for Best Western hotels."
ABOUT BEST WESTERN INTERNATIONAL, INC.
Best Western International, Inc. is THE WORLD'S LARGEST HOTEL CHAIN®, providing marketing, reservations and operational support to over 4,000* independently owned and operated Best Western, Best Western PlusTM and Best Western Premier® hotels in 80* countries and territories worldwide. For more information or to make a reservation, please visit www.bestwestern.com.
*Numbers are approximate and can fluctuate.
ABOUT INNOVISION MEDIA CONCEPTS, INC.
Innovision Media Concepts, Inc., develops and distributes high-quality e-learning, video, DVD, and electronic media, offering complete concept-to-completion design, creative, and production services as well as finished educational and training resources for hospitality and service industries through the Sunrise Basic Training® brand. For more information, visit www.sunrisebasictraining.com.
Best Western International
Innovision Media Concepts, Inc.
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