Hotels & Lodging:
Unique Service Opportunities

Every day you face dozens of situations where your actions can make a difference to your guests. You have a choice: do what's expected, by the book. Or, you can do something unique and different that will make your guest's stay special. These situations are called UNIQUE SERVICE OPPORTUNITIES, moments where you can do something above and beyond that will stick in the mind of the guest and bring them back to your hotel. In this innovative and entertaining program, you'll learn the principles of creating UNIQUE SERVICE OPPORTUNITIES through real-life examples drawn from actual guest service experiences:

  • Mr. Bertram is on his way to an important meeting with a crooked tie and shaving cream on his ear. Will Housekeeper Tina straighten him out or turn and look away?
  • Joan, a Guest Service Agent, is too busy preparing room packets to handle the Schuster family’s lost reservation. Can she rewind her attitude in time to save their business?
  • Maggie finds a little girls stuffed animals scattered around the room she must clean. She feels like kicking them under the bed, but decides to make another arrangements.
  • Jerry spots Mr. Bannister’s broken luggage while making a maintenance call. Are two screws and five minutes worth his future business?
  • Mr. Galloway is angry: the vending machine ate his two dollars. Todd must choose whether "they" are responsible, or if he should use the "Magic Word" and a couple bucks worth of empowerment to solve this problem.
  • Mrs. Mason complains about her room temperature to Jami, the Breakfast Bar Attendant. Will she get the word to Tina, who resets the thermostat while cleaning each day?
  • Mr. Dawson left his cell phone at the front desk. After a long day of work and travel, will he have to walk all the way down to the lobby to get it or will Guest Service Agent Kelli deliver it?
  • G.M. Dorothy Pagel knows that U.S.O.’s start at the top. She captures a lucrative piece of business by adjusting the breakfast bar hours for an early-rising client.
  • A guest’s check-out is a last chance for a U.S.O., and Todd scores by turning Mrs. Donovan’s complaint into a future booking!
  • Every time someone at your hotel does something special for a guest, they get a positive memory of their stay while you earn their appreciation and their future business. Be aware and be prepared to recognize and deliver U.S.O.’s – Unique Service Opportunities!
$99 for 24 min. DVD/VHS