Hospitality Training

After foregoing our usual Guest Service training that Hannah Marketing has done for our Front Desk staff prior to our busy Holiday season, I can now look back and see how valuable the training is to us and our guests. Although our Front Desk staff performed admirably, I can see that the Hannah Marketing’s training provides continuity, standardization and consistent delivery of hospitality that our clients have come to expect over the years. My thinking at the start of the season was "how can we afford the training this year", but has changed to "we cannot afford to NOT have Hannah Marketing conduct Guest Service training for our Front Desk staff". Our clientele expects perfect delivery on all levels and that starts with their welcome experience at check in. Hannah Marketing’s training is based on guest expectations and guest feedback and we need this vital learning experience in order to equip our staff and give them the best possible chance to succeed with our guests. Please know that I have learned from this experience and will be scheduling next season’s training shortly.

John Allen, General Manager, East West Resorts Moonlight Basis/Big Sky

At a time when customers are becoming increasingly sophisticated, their expectations are rising. More and more, companies are distinguishing themselves through their customer service. As the link between the customer and the organization, the customer service representative’s role is crucial. For most customers, the property is only as competent, knowledgeable, courteous and reliable as the customer service representative. Therefore, the key to obtaining a competitive advantage is having customer service representatives who meet or exceed customer expectations and who know how to relate to customers on a personal basis.

Our Customer Service or Hospitality Training focuses on enhancing the customer service techniques of both line employees and managers. Employees learn the importance of customer service and how it affects them, the customer and the property. They gain a better understanding of customers' needs and how they can personally make a difference in delivering breakthrough service. The training utilizes an interactive, classroom-style approach with role playing based on property-specific situations. This training is recommended for all properties.