Front Office Skills Video:
Economy Operations - At Your Service Plus

This video combines training in front office skills, operations and superior guest relations that always place the guest first.

Covers the full-range of front office skills in the context of economy lodging.

• Friendly, efficient check-in

• Professional, calm response under pressure

• Making guests feel at home

• Professional appearance and behavior

• Handling special needs with appropriate care

• Maintaining high comfort level for guests right through check-out

• Turning complaints into opportunities

The accompanying training guide provides tips for conducting the in-house training program and reinforces the following topics addressed in the video:

• Check-In
• Special Situations During Check-In
• Service During the Stay
• Exceeding Guest Expectations
• Serving Guests with Special Needs
• Check-Out and Settlement
• Complaints as Opportunities
• Follow-Up

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