Lodging's #1 Front Line
Training Series
Used by over 6,000 hotels,
representing more than
50 brands
See below for a complete list of segments included in each program.
The Sunrise Basic Training Lodging Series is a comprehensive six-part DVD/CD ROM training system developed and priced for lodging properties that seek to achieve a high level of service, quality, and productivity. Available in English and Spanish, the Sunrise Lodging Series was developed with the input of corporate trainers, industry consultants, property managers, and line employees. The Sunrise Lodging Series presents scenes, characters, and content which reflect the challenges and opportunities of the mid-market and economy hotel operation.
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Sunrise is Basic Training!
The Sunrise Basic Training Lodging Series delivers the essential skills, knowledge, and attitudes that your hotel staff need in order to succeed on the job. No music videos, wacky characters, or complicated plot lines - just solid information delivered in a straightforward presentation style that supports your training goals.
- Sunrise is Flexible!
The content within each program is delivered in short, focused segments, beginning and ending with easily-identified title screens. This allows for flexible yet targeted training: viewers can focus on a single procedure or topic at a time, while trainers can easily pause the DVD after each segment for discussion and group activities. Trainers can also choose to cover as few or as many segments as their needs or schedules dictate, and scan to specific segments for review and reinforcement.
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Sunrise is a Complete Training Package!
The six Sunrise DVD/CD ROM package covers all functional areas to train your entire hotel staff. Included with each program is a Trainer’s CD ROM with content overviews, discussion questions, group activities, and a ten-question “Quick Quiz” for simple assessment. The materials contained in the Trainer’s Guide can be easily reproduced and distributed as hand-outs for your staff. Also included with each program is a Certificate of Completion which can be easily duplicated, customized, and awarded to successful participants.
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Sunrise is Cost Effective!
Priced at $349 for the complete six-program boxed set, or $99 for individual titles, there is no greater value in hospitality training. Sunrise training requires no heavy investment in new technology or specialized training - it uses the DVD player, TV and/or computer already in place at your hotel. And because Sunrise training can deliver a consistent training message to many employees at the same time and place, you conserve valuable staff and management resources.
Lodging Series 6 Pack
Sunrise is a Complete Training System
Each of the 6 programs includes DVD training and a Trainer's CD packed with support materials including:
- "Quick Quiz" Assessment
- Certificates of Completion
- Trainer's Guide
- BONUS! Housekeeping & Laundry is in English & Spanish when you purchase the Sunrise Lodging Series 6 Pack!
Lodging Series Titles:
New Employee Orientation
The Lodging Industry:
- Guests
- Owners
- Franchise Companies
- Independants
- Mgt. Companies
- Suppliers
Hotel Staff:
- General Manager
- Front Desk
- Housekeeping
- Maintenance
Successful Work Habits:
- Be on Time
- Be Prepared
- Follow the Rules
- Work Safely
- Be Dependable
- Practice Teamwork
- Remember the Guest
- Learn All You Can
- Attitude Is Everything
- Take Ownership
Quality Guest Service
Rules of Guest Service:
- Guests Are Like a Box of Chocolates
- You Never Get a Second Chance at a
Good First Impression - Keeping Customers Costs Less
- Bad News Travels Faster
- Guest Problems Are Opportunities
"Moments of Truth":
- Making a Reservation
- Arrival
- Registration
- Entering Room
- Interaction With Staff
- Complaints or Problems
- Check-Out
Safety & Security
Awareness + Action
= Safety & Security
Safety:
- Slips, Trips, & Falls
- Lifting Safely
- Motion Injuries
- Fire Hazards
- Chemical Safety
- Biohazards
- Pool & Exercise Room
- Safety
- Handling Emergencies
Security:
- Perimeter & Access Control
- Suspicious People
- Handling a Disturbance
- Key Control
- Guest Privacy
- Funds Protection
- Internal Theft
- Reporting & Record Keeping
- Guest Education
Front Desk Operations
Personal Appearance
Communication
The Log Book
Phone Skills:
- Answering the Phone
- Forwarding Calls
- Asking Callers to Hold
- Guest Privacy
- Taking Messages
- Wake-Up Calls
Handling Reservations :
- Know Your Hotel
- Qualify the Caller
- Accuracy
Sales Skills :
- Listen to the Customer
- Features Benefits
- Overcoming Objections
- Closing Techniques
- Upselling
Preparing for the Guest :
- Guest Registration
- Service During the Stay
- Handling Complaints
- Walking a Guest
- Guests with Disabilities
- Foreign Travelers
- Busy Situations
- Guest Check Out
Housekeeping and Laundry
Room Prioritization
Loading Your Cart
Cart Supplies
Room Access
Opening &
Straightening
Stayovers
Cleaning Strategies
Dusting & Surface
Cleaning
Making the Bed
Showers & Tubs
Sinks & Vanities
Toilets
Restocking Guest
Amanities
Bathroom Floors
Vacuuming
Final Tasks
Inspecting
Special Situations :
- Coffee Makers
- Irons & Boards
- Spas & Hot Tubs
- Mini-Fridges
- Carpet Stains
- Public Area Cleansing
Laundry Operations :
- Sorting
- Washing
- Drying
- Folding
- Storage & Delivery
Maintenance
Maintenance Overview
Hotel Equipment, Systems & Responsibilities
Guest Service
Personal Appearance
Safety & Security
Organization
Work Orders
Prioritization
The Maintenance Log
Preventitive Maintenance
Guest Service Calls
Contract Services






