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Trainings
Guest Services | Food and Beverage | Housekeeping | Human Resources | Security
Guest Services
Welcome Home: Superior Skills
for Valet, Door, and Bell Staff
Make that first impression a lasting one by increasing
service skills among your valet, door, and bell staffs. From
attitude awareness and teamwork, to general work habits,
this seminar will instill a sense of hospitality in your staff
to greet and treat every guest in a way that makes them
feel right at home.
This seminar can be completed in about 6 hours, contains
a video, facilitator’s guide and participant manual.
$35 per employee.
Front Office: Guest Service
Professionalism
This seminar will cover:
• The role and importance of front office staff.
• How to “read” guests and factors that impact guest perceptions of service
• Handling reservations, including suggestive selling
• Check-in and check-out procedures
This seminar can be completed in one day (8 hours),
contains a video, facilitator’s guide and participant manual.
$35 per employee.
Customers for Keeps: Providing Exceptional Guest Service
Your staff will learn how to deliver exceptional service and
partner with customers, resulting in more repeat business,
great word-of-mouth advertising, and increased
profitability.
This seminar can be completed in one day (8 hours),
contains a video, facilitator’s guide and participant manual.
$35 per employee.
Going the Extra Mile: Service Skills for Front Desk Employees
This seminar covers the full range of service skills that
front desk employees need in order to make your
property more competitive while improving their own
professionalism. Learn how to:
• “Read” guests and anticipate their needs
• Deal with challenging check-ins/check-outs
• Put business-building sales techniques into action
• Maintain security, guest privacy, and key control
• Work proactively with irate guests
Successful completion of this seminar can lead to EI’s
Hospitality Skills Certification for Front Desk Agents.
This seminar can be completed in one day (8 hours),
contains a video, facilitator’s guide and participant manual.
$35 per employee.
Food and Beverage
C.A.R.E.: Controlling Alcohol Risks Effectively
Participants learn how to effectively monitor and control
guests’ alcohol consumption, tactfully intervene before
problems arise, carry out ID-checking policies, and handle
minors according to your property’s policies. Successful
completion will lead to an EI-issued Training Verification
Card.
This workshop can be completed in one day, includes a
trainer’s guide, server training video, pocket guide and
sample server’s manual. $45 per employee.
R.A.M.P.: Responsible Alcohol Management Program
Developed by the Pennsylvania License Control Board, this
program gives you the tools you need to better
understand and apply the concepts of responsible
beverage alcohol management.You will learn to quickly
detect signs of intoxication and cut service to these
individuals; identify underage age individuals and deter
minors from coming into your establishment; avoid
unnecessary liability. After completion of this 2-hour
workshop, you can receive certification from the
Commonwealth of PA.
This workshop can be completed in 2-hours, on-site or
off-site, and includes a participant manual. Call the GPHA
office for a current rate schedule.
Housekeeping
G.R.E.A.T.: Guest Room Exceptional Attendant Training
Make your Guest Room Attendants Guest Service
Attendants, too. This basic skills seminar shows how to
combine safety, speed, economy and thoroughness, while
improving overall guest satisfaction.
This seminar can be completed in about 6 hours, contains
a video, facilitator’s guide and participant manual.
$35 per employee.
Human Resources
Hospitality Communication: Interacting with Confidence
Communication is a key ingredient to the success of any
hotel.This seminar will prevent breakdowns between
guests, management, and co-workers.Your employees will
learn verbal and non-verbal communication skills;
communication styles and listening.
This seminar can be completed in about 6 hours, contains
a video, facilitator’s guide and participant manual.
$35 per employee.
Tackling Turnover: Keep Good People Once You Get Them
Quality, service-oriented employees are an asset to any
company. This seminar helps you invest in them by
showing the positive impact that Teamwork, motivation,
and training have on your bottom line.This seminar can be
completed in about 4 hours, contains a video, facilitator’s
guide and participant manual. $40 per employee.
Making Diversity Work
Build a better team by showing your staff what a role
diversity plays in the Hospitality Industry.This seminar can
be completed in about 6 hours, contains a video,
facilitator’s guide and includes the Diversity bingo
icebreaker and participant manual. $50 per employee.
Building High-Energy Teams
Effective working teams don’t just happen, they must be
developed and nurtured.This highly interactive one-day
seminar provides the tools that team members need to
work together, resolve conflicts, and accomplish goals.
This seminar can be completed in about 7 hours, contains
a video, facilitator’s guide and participant manual.
$45 per employee.
Time Management: Stop the Clock
This seminar will provide the skills to help you become
more productive and make the most of every working
minute.This seminar can be completed in one day (8
hours). Contains a video, facilitator’s guide, and participant
manual. $40 per employee.
Security
Lodging SAFE (Security Awareness for Everyone)
Orients new and seasoned employees on the crucial role
they play in reporting suspicious people, improving key and
access control and preventing theft. SAFE Certificates
provide courtroom proof of your hotel’s commitment to
security.
This seminar can be completed in about 6 hours, contains
manager’s manual, implementation guide and employee
handbook. $40 per employee.
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