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Hotels & Lodging: Guest Service DVD/VHS 16 Minutes (English or Spanish)

Creating a culture of quality service at your hotel will increase guest satisfaction and build repeat business that generates profit. This program presents five common sense rules of guest service and identifies the seven "moments of truth" where staff actions and attitude can earn guest loyalty, including effective steps for handling guest problems and complaints.

Guest Services: 17 Minute DVD/VHS Video, Trainer's Guide, Quick-Quiz & Certificate of Completion*$99.00

* Bonus Materials provided on CD-ROM.

Segment Topics for 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

Bonus Materials* with each purchase include:

Trainer's Guide, including:

  • Content Overviews
  • Discussion Questions
  • Group Activities
  • "Quick Quiz" for Simple Assessment

Full Size Certificate of Completion which can be easily duplicated, customized and awarded to successful participants

Sunrise Guarantee

We believe Sunrise Basic Training programs deliver value: effective training that is reasonably priced and easy to use.   Purchase any Sunrise Basic Training program.  Within 14 days, if you determine that your Sunrise Basic Training program does not exceed your expectations, simply return the program for a full refund of the purchase price.  That’s the Sunrise Guarantee!