Hotel Online  Special Report


New Video from Educational Institute of AH&LA
Teaches Hospitality Telephone Skills That Make
a Strong First Impression
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: 

  • Answering the phone promptly and politely 
  • Effective talking and listening techniques 
  • How to transfer, take messages, and place people on hold 
  • Handling dissatisfied callers 
  • Selling rooms 
  • Responding to emergencies 
  • And more 
“Courtesy Rules! Better Telephone Skills Now” is available for an introductory price of $95.95 for AH&LA members (regularly $119.95) and $119.95 for non-members (regularly $149.95). This offer ends April 30, 2004.  To order, call 800-752-4567 or 517-372-8800 (outside the U.S. and Canada, call 407-999-8100) and reference promotional code PHNEV, or visit EI’s web site at and 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 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.

Elizabeth Johnson 
  Academic and Allied Marketing Manager
Also See: ALIS “Professors” Featured in New Hotel Asset Management Book from Educational Institute of AH&LA / January 2004
New Workforce Development Program from EI Givers Workers the Right Start / September 2003
New Video from EI Puts the Spotlight on Security / September 2003
EI Works with Online Training Provider to Offer Food Safety, Sanitation Courses / May 2003
Educational Institute Endorses WebFireTraining, Inc. for OSHA Training / May 2003
2002 Hospitality Compensation and Benefits Survey Offers Valuable HR Information / Sept  2002 
EI Offers Two Essential Text Books; Accounting with 21st Century Slant and Managing Quality Through Leadership / Sept 2002
EI Offers Two Essential Text Books; Accounting with 21st Century Slant and Managing Quality Through Leadership / Sept 2002

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