Hotel Online  Special Report


Updated Video from Educational Institute Shows Employees Importance of Delivering Quality Guest Service


ORLANDO, Fla., March 2005 — Training employees to provide the best possible service to all guests in any situation is the key to building guest loyalty and increasing business. “Delivering Quality Guest Service,” a revised and updated video from the Educational Institute of the American Hotel & Lodging Association, shows employees how to fulfill their responsibilities to guests and create a memorable service experience from check-in to check-out.

Viewers learn proper guest service techniques as they watch a team of hotel employees handle a variety of service issues with empathy and skill.  Topics covered during the video include:

  • Skills for exceeding guest expectations
  • Five simple steps for delivering quality guest service
  • Strategies for handling guest complaints effectively
  • Tips for improving service quality
  • Employee motivational techniques
The video also includes interviews with actual employees from the front lines of hospitality talking about the skills and attitudes they rely on to deliver quality guest service.

“Delivering Quality Guest Service” is available for an introductory price of $140 for AH&LA members and $179 for non-members (reference offer code 2LVDQ).  After May 15, 2005, the price will be $179.95 for AH&LA members and $224.95 for non-members.  To order, call 800-752-4567 or 517-372-8800 (outside the United States and Canada, call 407-999-8100).  Or visit EI’s web site at to place a secure, online order. 

“Delivering Quality Guest Service” will also be available soon in DVD format.  See EI’s web site for details.

Established in 1953 as a nonprofit educational foundation of the American Hotel & Lodging Association, the Educational Institute’s mission is to support AH&LA by becoming the preferred provider to the lodging industry, hospitality schools, and related hospitality industries both domestically and internationally by developing and providing quality resources to train, educate, and certify hospitality professionals.

Elizabeth Johnson 
  Academic and Allied Marketing Manager

Also See: Educational Institute, IACVB Release First-Ever Guide to Destination Management Issues / March 2005
New Video from Educational Institute Teaches Skills for Professional Courtesy Van Service / February 2005
Educational Institute Announces New Training and Education Advisory Council; Industry Leaders Will Guide Development of Hospitality Training Resources / November 2004
Educational Institute Develops Training Program for Olive Garden Supervisors / October 2004
Educational Institute Offers Food and Beverage Training on DVD / October 2004
New Edition of EI's Popular 'Planning and Control' Textbook Highlights Technology, Multi-Unit Management Issues / August 2004
Educational Institute Offers Training Programs in DVD Format / August 2004
Educational Institute Incorporates Certification Opportunities into New Managing Beverage Service Textbook / July 2004
Educational Institute Releases New Color Edition of 'Hospitality Today: An Introduction', Offers Comprehensive Look at the Spectrum of Opportunities in Hospitality / July 2004
Educational Institute Offers Online Distance Learning Courses to Individuals Through CourseLine® / June 2004
Towne Park Ltd. Chooses Educational Institute for Training, Certification / June 2004
Educational Institute Releases Three New Titles in “10-Minute Trainer” Series / May 2004
The Skills, Tasks, and Results Training (START) Program Developed by the Educational Institute of the AH&LA Recognized for its Curriculum Peparing Students for Entry into the Lodging Industry / April 2004
ALIS “Professors” Featured in New Hotel Asset Management Book from Educational Institute of AH&LA / January 2004
Project Planet, Educational Institute of AH&LA Work Together to Offer Green Programs to Hoteliers / February 2004

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