InnArchive | 4 - Development

Back-to-Basics

Nearly all hotel companies have similar training programs in place, all aimed and geared towards improving service levels throughout their organisation.

The Back-to-Basics programs in this section will help you on your way to start with training sessions for your team, just don't forget that once employees have been trained, you need to follow up to ensure they implement their newfound knowledge.

Guest Service Training

Unless you have 100% satisfaction, you must improve

18.01.001	Presentation
18.01.002	Training Session Plan
18.01.003	Training Workbook
18.01.004	The Simple Truth of Service

Grooming

Looking good isn't self-importance, it's self respect.

18.01.005	Presentation
18.01.006	Training Session Plan
18.01.007	Posters

Communication

How well you communicate is how well you are being understood.

18.01.008	Presentation
18.01.009	Training Session Plan
18.01.010	Workbook
18.01.011	Handout I
18.01.012	Handout II
18.01.013	Communication Etiquette Errors

Telephone Answering

Get everyone to say the same thing at the right time, every time.

18.01.014	Presentation
18.01.015	Training Session Plan
18.01.016	Workbook
18.01.017	Handout

Complaint Handling

Cutomers don't expect you to be perfect. They DO expect you to fix things when they go wrong.

18.01.018	Presentation
18.01.019	Role Plays
18.01.020	Training Sessions
18.01.021	Workbook
18.01.022	Video Clip

Conflict Handling

Learn the skills for handling conflicts in the workplace.

18.01.023	Presentation
18.01.024	Session Plan
18.01.025	Workbook
18.01.026	Appendix
18.01.027	Poster

Learning & Development