Service Heroes In Hospitality by Ben A. Sharpton
A Guest Service Training Program

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Hotels, restaurants, theme parks, and other hospitality businesses are unique when it comes to customer service. Outstanding service is absolutely critical to business success, and issues such as high employee turnover and increasing competition present special challages.

This one-day training program first engages participants by helping them to identify their own personal reasons for providing excellent customer service. Then, using contemporary role plays and other interactive activities, your participants will understand the critical importance of customer service and learn behaviors and skills that will enable them to exceed guest expectations.

Written with inexperienced trainers in mind, the comprehensive Leader's Guide includes step-by-step instructions, class scripts, training hints, and overhead masters that make it easy for site managers and other "part-time" trainers to deliver this five-module program in one hour or half-day segmants.

The Participant Workbook, useful as a job aid, involves participants with realistic case studies, interactive activities, and easy-to-master practical tools that will positively impact their customer service skill and attitudes.

The package includes: 1 Leadership Guide with detailed course outline, Case Studies, Training Units, 42 Overhead Masters (Power Point), 8 Participant Workbooks (additional workbooks $8.95)


About Ben A. Sharpton

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Published January 1, 2000 by Human Resource Development Pr. 62 pages
Genres: .