Hotel Online  Special Report
4 & 5 Diamond/Star
Training Outline

E-mail:  [email protected]
Staff to be trained: All Guest Contact Positions

Components of Training:

Service Standards – 8 hours (2 hour training – 6 hours customization) 
One person from each position will help customize a Standing Operating Procedure (SOP) for each position, to be left with the property. Service standards will be specifically tailored to meet or exceed current AAA and MOBIL rating requirements.  This SOP will ensure that all employees are learning all standards and that established standards are not compromised.

Train the Trainer – 32 hours
This training will take one person from each position through a training course on how to effectively train using the SOP.  The trainer will help to establish service standards and will learn how to impart those standards to the rest of the staff.  The trainers will also develop a weekly training plan to cover with all staff members.

Legendary Guest Service Training – 12 hours 
Employees will learn the specifics of great service, from smiling, eye contact, and greeting, to effective listening skills of verbal and non-verbal communication. Employees will learn to anticipate the guests’ needs and exceed their expectations.   F&B employee will also learn to use descriptors when describing menu items and learn to effectively up sell.

Self Evaluation – 8 hours
The self evaluation will be conducted by half of the staff members serving the other half of the staff members while being video taped.  The video will be left with the property.  The Trainer will facilitate the evaluation from both the service staff and the staff members being served.  The staff members being served will evaluate the service.  The employees will evaluate themselves by watching the video.  Employees will become more aware of themselves by evaluating their performance.  This will be at the conclusion of the above training and we will be able to see the results of the training.

We  recommend that a Guest Service Training refresher class be held every six months and SOP be revisited every year with updates as needed. Train the Trainer should be held as needed, based on turnover of Designated Trainers.

Training sessions will be coordinated
and scheduled as required to meet
operational needs

Harry Nobles
(800) 750-5666
email:[email protected]

Also See: Our Favorite Hotel?  / March 2003
The Current Value of AAA Hotel Ratings / Feb 2003
Stars and Diamonds; Some Similarities and Some Differences / January 2003
AAA's Delay: Good or Bad? / July 2002
Timing Is Everything, Or Is It? / July 2002 
Boutique Hotels: Have They Gone Too Far / May 2002
People Really Do Make the Difference / Jan 2002
What Is a Boutique Hotel? / Dec 2001
The Non-negotiable Traits of Leaders / Oct 2001 
How Important is Service? / Sept 2001
Front Desk Service Mistakes / Aug 2001
Food & Beverage Mistakes & How to Correct Them / July 2001
Bell Staff Mistakes & How to Correct Them / July 2001 
Attitude vs Aptitude / June 2001
Female Business Travelers' Expectations / June 2001
Is Outsourcing Your Training a Viable Alternative? / June 2001
Unique Identity + Consistent Service = Success / May 2001
AAA Standards vs  Guests' Expectations / May 2001
Are Your Guests Better Informed Than Your Staff? / April 2001
Are U.S. Hotels Rated Differently From Other North American Hotels? / April 2001
The Design Theme - AAA / Mobil Ratings Connection / March 2001
Attitude Can Make the Difference / January 2001
How Should Casino-Hotels be Rated? / Dec 2000
Does AAA Rate Resorts Fairly? / Nov 2000
Is Your Property Suffering From Design Deficiency? / Nov 2000 
The Future of AAA Ratings / September 2000
What Is Your Optimum AAA Rating / August 2000
If You Disagree With Your AAA Rating…../ June 2000
Are AAA Ratings Always Accurate and Objective / May 2000
Creating Atmosphere / Jan 2000
What is "Atmosphere"? / December 1999
Maintaining Your AAA Rating / Nov 1999
Earning a AAA Rating vs Maintaining a AAA Rating: Which Is More Difficult?  / Oct 1999
Can Outstanding Service Offset Hotel Physical Deficiencies in the Rating Systems? / Harry Nobles / June 1999 
Consistency: The Hallmark of a Fine Hotel / September 1999
Who Should Train Your Employees  / Aug 2000 
Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998 
Key to Success: Training + Follow-Up / June 2000
The Legend of the Pineapple / Harry Nobles / Feb 1999 
To Harry Nobles Hospitality Consulting Index Page

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