First impressions of your property, either from the check-in process or any other interaction with the front desk, set the tone for the guest’s overall experience at your hotel. This video focuses on these interactions and various tasks of front desk employees, with five segments showcasing sample encounters between front desk agents and guests.

Topics include:

• Check-In
• Handling complaints
• Upselling
• Multitasking
• Follow up

Companion material with this DVD includes a Leader’s Guide, Learner’s Guide, pre-shift lesson plans, and an accomplishment checklist in PDF format.

©2010, 43 minutes