The following training programs are currently available. Session lengths will vary, but none usually take more than 4 hours. Morning and afternoon sessions are available to accommodate your staff requirements.

1. HOUSEKEEPING, MAINTENANCE AND THE INSPECTION PROCESS

• How and when to inspect
• Housekeeping/maintenance checklist (In English and Spanish)
• Giving housekeepers and guests “permission slips” to tell you when there is a problem
• Working with your AAA Inspector
• Practice inspections and documentation

2. HANDLING COMPLAINTS

• Inviting complaints
• Giving your guests “permission slips” to bring problems to your attention
• Resolving complaints on the spot
• Appropriate response times and manner of complaint resolution
• Sample complaint letters and sample response letters
• How to handle complaints to AAA

3. 4 DIAMOND/5 DIAMOND SERVICE TRAINING

(Generally follows a 4d/5d Service Evaluation/”Tune-up”)

• Individual/Group training on all aspects of the AAA service evaluation from reservation to checkout
• The importance of a single purpose in guest services
• How to increase points for the AAA service evaluation
• Empowering employees at all levels-”everybody is a concierge”

4. GREAT SERVICE AT 1 TO 3 DIAMOND HOTELS/MOTELS

• ”Steal as much as you can!!”
• Without returns and referrals, you will fail
• What the guests want (try to be a mind reader)
• What makes your property special and a better guest experience than the guy down the street