News for the Hospitality Executive
April 2010, Orlando, Florida—The quality of service your guests receive at the front desk can set the tone for their entire experience at your property. Front Desk First Impressions, a new training video from the American Hotel & Lodging Educational Institute (EI), showcases the types of front desk service, behaviors, and attitudes that can improve a property’s reputation, guest satisfaction, repeat business, and bottom line.
This 40-minute training program was developed in consultation with advisors from top guest service brands, who shared their insights on how to deliver high-caliber front desk service. The video focuses on various tasks and shifts of front desk employees, with five segments showcasing sample encounters between front desk agents and guests. Scenarios include: check-in, handling complaints, upselling, multi-tasking, and follow-up. Interview segments with real front desk agents provide additional advice from professionals on the job.
In addition to the video content, the DVD includes a leader’s guide, participant companion materials, pre-shift lesson plans, and an
accomplishment checklist in PDF format.
Front Desk First Impressions is $224.95; $179.95 for AH&LA members. To order, visit www.ahlei.org or call 800-752-4567 or 517-372-8800. Outside the U.S. and Canada, call 407-999-8100.
About American Hotel & Lodging Educational Institute (EI)
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.
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