In addition to Safety and Service Delivery Training, every employee attends Guest Relations and Claims Handling Training. These two skill sets can save a guest or lose a guest forever. We regard all four of these training areas as key to delivering exceptional service. While we realize that our managers and supervisors need to complete many more areas of training, we conduct such internal training monthly so that our management team is in total compliance with our accounting and company policies of accountability. Because exceptional service is the cornerstone of our business, and when we strive to meet and exceed our client expectations daily, then our accounting and control policies will monitor and keep profitability high for our clients and our company. Simply stated, we maintain high standards without a mountain of corporate red tape.
GUEST RELATIONS. Many of our employees see thousands of guests every week. During special events, they may see over a thousand people in a single day, and many times even more. We know our employees will encounter a range of guests—from delightful to distracted to disgruntled. Many will present mild to extreme challenges to our employees, and we prepare them to meet any guest need. Our Guest Relations Training includes in-class use of material from the American Hotel and Lodging Association, videos, and testing workbooks, along with our own role-playing exercises to meet and resolve the challenges that will be part of the job.