New 'First Impressions' Video from EI Makes Lasting Impression on Front Desk Employees
The quality of service your guests receive at the front desk can set the tone for their entire experience at your property. Front Desk First Impressions, a new training video from the American Hotel & Lodging Educational Institute (EI), showcases the types of front desk service, behaviors, and attitudes that can improve a propertys reputation, guest satisfaction, repeat business, and bottom line.
This 40-minute training program was developed in consultation with advisors from top guest service brands, who shared their insights on how to deliver high-caliber front desk service. The video focuses on various tasks and shifts of front desk employees, with five segments showcasing sample encounters between front desk agents and guests. Scenarios include: check-in, handling complaints, upselling, multi-tasking, and follow-up. Interview segments with real front desk agents provide additional advice from professionals on the job.
In addition to the video content, the DVD includes a leader’s guide, participant companion materials, pre-shift lesson plans, and an accomplishment checklist in PDF format.
Front Desk First Impressions is $224.95; $179.95 for AH&LA members.
