Hospitality Courses

FRONT–LINE EMPLOYEE

Guest Service: Each Course is approximately 20 mins

  • Making Each Guest Welcome- Create a welcome environment and immediately impress your guests by following four simple, essential steps.
  • The 100% Guarantee- Establish guest loyalty from check-in to check-out, focusing on understanding guest expectations and how to exceed them.
  • Problem Solving Guest Complaints-Answer questions and deal with difficult guests by applying simple and effective listening skills.
  • Using Your Mistakes to Create Guest Loyalty -Discover why immediate attention to mistakes can convert 50% of your unsatisfied guests into loyal, repeat customers.
  • Providing Information & Directions-Understand the differences between visual, auditory and kinetic learners to provide clear and concise directions and information to your guests.

Professionalism: Each Course is approximately 20 mins

  • What is Professionalism?-Inspire your employees to take pride in their work by understanding the four core values of professionalism.
  • Professional Appearance- Struggle with teaching your employee how dress, hair, nails and hygiene impact the workplace? This course addresses this challenge, explaining how to develop a professional appearance.
  • Professional Attitude -This course establishes clear expectations for the workplace environment, addressing the risks of laziness, sloppiness, and a lack of teamwork.
  • Motivate Your Employees to Go Beyond Expectations- Demonstrate to your employees how embracing the qualities of a professional will empower them for success.

US Cultural Norms: Each Course is approximately 20 mins

  • Respect for Each Individual-Recognize the importance of showing respect for co-worker and guests.
  • Policies for Success- Understand what is expected in the United States regarding timeliness, attitude, dress and other work-related behavior.
  • Acceptable Communication Styles- Determine acceptable and inappropriate communication styles, addressing phone, email and personal interactions. This course explains body language, gestures and body space norms.
  • Closing Communication Gaps- Realize how a lack of knowledge of US cultural differences can impact the individual as well as the establishment.

Reservation Sales: Full Suite is approximately 90 mins

  • Greet and Qualify- Agents must rapidly connect with callers and qualify their needs. Techniques and tools presented in this course help generate information that increase reservations.
  • Meeting Needs- Present your hotel amenities and rooms in a language that develops a rapport and connects directly to the caller’s needs.
  • Common Objections- Agents must anticipate and be ready with a strong response to many common objections. This course empowers agents with these powerful responses.
  • Closing the Sale- Understand specifically what to say to close the sale and finalize the reservation.

Sexual Harassment: FullSuite is approximately 40 mins

  • Sexual Harassment and Your Role – The problem based approach delivery of this material improves understanding of sexual harassment and helps prevent its occurrence.
  • Behaviors That Create a Hostile Environment- This course determines what is “a reasonable person standard”, what is “severe and pervasive” and what creates a “hostile working environment.”

SUPERVISOR TRAINING

Leadership – Coaching:

  • Gaining Your Employee’s Admiration- Acquiring and maintaining employee respect is fundamental to effective coaching. Using proven methods, this course develops leadership skills that build respect.
  • Coaching to Reinforce Behavior- Apply three basic steps to deliver positive feedback to reinforce behavior.
  • Coaching to Change behavior- Apply five basic steps to deliver corrective feedback to change behavior.
  • Timing Your Feedback- Learn the “when” and “where” of feedback delivery in order to avoid hazards and realize your desired result.
  • Performance Development- Designed specifically to reduce turnover, this course shows how to inspire employees to set goals and realize success.

Leadership – Conflict Management:

  • Listening Skills- This course demonstrates listening skills critical to conflict prevention and resolution.
  • Discerning When to Intervene -Differentiate between situations best resolved without manager participation and those critical for managerial intervention.
  • Negotiating and Resolving- Three basic steps are presented that mediate and resolve workplace conflicts.
  • Dealing with Difficult Personalities- Five challenging personality types are portrayed. Simulations identify the best method to diffuse anger and maintain control for each type.
  • Minimizing Conflict- Simple guidelines are presented that minimize workplace conflict.
  • Resolving Guest Conflicts- Learn specific tools to resolve guest conflicts. Understand why the guest is always right and what defines when that statement is no longer true.

Leadership – Time Management:

  • Managing Time- Apply five basic time management skills to make more effective use of your time.
  • Managing Personal Time- This course shows how to maximize effectiveness, reduce stress and improve health.
  • Managing Work Relationships- Establish clear workplace expectations for your employees. Learn how delegating and prioritizing can free up time to improve performance of critical tasks.
  • Managing Time-Killers- Eliminate time robbers and learn how to manage those you cannot avoid.

Sexual Harassment:

  • Sexual Harassment and Your Role- The problem based approach delivery of this material improves understanding of sexual harassment and helps prevent its occurrence.
  • Behaviors That Create a Hostile Environment- This course determines what is “a reasonable person standard”, what is “severe and pervasive” and what creates a “hostile working environment.”
  • Requirements of the Supervisor/Manager- Supervisors learn their legal responsibilities when complaints are made including documentation, investigation and confidentiality. ITS Toolboxes assist in role plays, customizing content and presenting company specific policies.
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