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A strong hotel training program should teach employees to provide great customer service – the kind of friendly, resourceful attitude that pleases patrons and makes your hotel their favorite place to stay. Yet a good program of hotel training should also teach focused, practical skills that your hotel workers need if something goes wrong….
Our Editorial Team had a busy year researching and writing post for the Tortal Blog. Here’s a list for your review. If you see a post that you would like to read, just click on its name and it will open in a new window. All of us at Tortal Training wish you every success…
We just enjoyed “Great Leaders and Great Trainers Have a Lot in Common,” a terrific blog post that Dale Ludwig published on the Training Industry Blog. Mr. Ludwig, the president and founder of Turpin Communication, shares some wise insights about why great trainers and great leaders have a lot in common. Here are three reasons…
There are dozens of videos on YouTube that show angry or disgruntled customers. Some show customers behaving badly. Others show employees doing the same. They’re very unpleasant to watch, but many of them teach valuable lessons about how employees should be trained to work better with customers. Here’s one video – admittedly disturbing to watch…
When inspectors shutter a restaurant or food concession, the most common reaction from the owners is, “I didn’t even know we were going to be inspected for that” or, “I had no idea we were in violation.” Unfortunately, ignorance is not a defense if government inspections find something wrong. And if your business is shut…
Do you have a training program in place for your food service or restaurant employees? If so, are you teaching them about food allergies? If not, you are exposing your customers to risk – and your restaurant to possible legal action if customers have allergic reactions. The lesson? Make sure your food service training teaches…
If you have service workers who work in multiple locations, you know how labor-intensive and costly it can be to create a training program for them all. You have to deliver hands-on training to your employees in all your franchises, restaurants, hotels and health club food concessions, no matter where they work. You might…
All the employees who work for your hotel are in the customer service business. Although their jobs may differ, they all have the opportunity to offer memorable service that brings patrons back time and time again. Opportunities for Excellence To take your hotel’s service to the next level, consider extending customer service training to include…
If you are in golf course management, you know that your ultimate success depends on how well you handle all the small details that create a quality golfing experience for your patrons. Do golfers find it easy to book tee times? When they arrive, are your parking areas clean and well maintained? Are golfers greeted…
The fundamental process of developing metrics to measure hotel training success is similar to the process used in other training: You identify the processes that you would like to improve. You pinpoint and measure key indicators for those processes before your training starts. You create training that can bring about changes in those key indicators….
