Hotels & Lodging:
Quality: Curb To Corners

Hotel Excellence Through the Guest's Eyes

While you can measure the quality of your hotel through
"Q" scores and customer survey results, true quality is judged every day by the unique experience of each individual guest who stays at your hotel and their decision to come back again. In this creative training presentation, you'll see quality through the eyes of your guests, and learn how to build guest satisfaction and repeat business through five simple principles:

Curb Appeal - Your guests' first impression of your hotel is critical, beginning long before they get to your curb and continuing right up to your door. From travel guides and websites to signage, lighting, and landscaping, creating quality curb appeal will bring customers into your hotel.

Cleanliness - A minimum expectation of every guest, cleanliness requires extra effort and attention to detail. Go the extra step to clean above, behind, underneath, and in the corners. Pay special attention to the bathroom, where bright, hard surfaces and mirrors make quality easy to see.

Comfort - Your guests expect quality furnishings, fixtures, and amenities to make their stay enjoyable. Planning and communication are vital to keeping your public areas and guestrooms functioning, modern, and clean. Provide quality in-room amenities and pay special attention to "guest touch" items.

Service - Your personal contact with the guest can create positive memories and capture future business. From a fast, friendly registration to helpful service during the stay to showing your appreciation at check out, make the most of every guest service opportunity.

Problem Resolution - Because quality is in the details, occasionally you'll slip up. But a guest problem is actually an opportunity to earn their business for the long term. Practice problem resolution strategies such as listening, empathizing, apologizing, creating solutions, and following up.

Quality is in the details, and everyone who works at your hotel needs to be part of the quality team. Quality: Curb to Corners can help your entire staff focus on the guest's perception of quality to improve satisfaction and build repeat business.

$99 for 24 min. DVD/VHS