Hotel Online  Special Report


Educational Institute Offers Customer Service
Training with ‘Spirit of Hospitality’ 


ORLANDO, Fla., December 2005—Service is the spirit of hospitality, and the enhanced “Spirit of Hospitality” training program from Educational Institute of the American Hotel & Lodging Association shows employees how to provide the kind of service that builds guest loyalty and increases occupancy.

“Spirit of Hospitality” features the “Delivering Quality Guest Service” DVD (or video) and a comprehensive leader’s guide that teaches all staff members how to see things from the guest’s point of view, strive for service excellence, and work as a team. The program also includes quizzes to track achievement of learning objectives, and a certificate of completion for those who successfully complete the program. 

Topics covered in the “Spirit of Hospitality” program include: 

  • Tips for improving service quality
  • Skills for exceeding guest expectations
  • Strategies for effectively handling guest complaints
  • Five simple steps for delivering quality guest service
  • Employee motivational techniques
  • Testimonials from experienced industry employees
"Service in our industry is becoming a lost art. In too many instances, service training has been replaced with bottom-line cost cutting -- and our industry is suffering for it,” said Joseph R. Kane, Jr., CHA, group president, Cendant Hotel Group, president/CEO of Days Inn Worldwide. As the new AH&LA chairman, Kane is emphasizing a return to a spirit of true hospitality service through the industry.

“The enhanced Spirit of Hospitality program offers the latest training strategies to deliver 21st century exceptional service,” said Kane. “It will empower all employees to strive for service excellence and create memorable guest experiences.  Trust me: it will be the best $40.00 you invest all year on your team."

“Spirit of Hospitality” is available for an introductory price of $40.00 for AH&LA members (regularly $80).  Reference promotional code SPFDQ. The price for nonmembers is $140.00. To order, call 800-752-4567 or 517-372-8800 (outside the U.S. and Canada, call 407-999-8100). Or visit to 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’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: Seventh Edition of EI’s “Managing Front Office Operations” Includes Technology Focus / May 2005
New EI Book Spotlights Second Wave of Best-Practice Winners in Tourism and Destination Management / May 2005
Supervisory Skill Builders Video Series Reinforces Educational Institute’s Popular Training Program / March 2005
Updated Video from Educational Institute Shows Employees Importance of Delivering Quality Guest Service / March 2005
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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