DELEGATION
Video
Multiply your efficiency, increase the effectiveness of your staff, and feel better about your position. Show busy hospitality supervisors how to: Organize and be more productive; Find time to plan and set objectives; and Reduce job-related stress. Illustrates an easy-to-understand, systematic approach to managing time and workload. Includes knowing what to delegate, identifying the correct person for the task, delegating authority with responsibility, and managing delegated work. Includes Viewer’s Guide. 26 minutes.

ORDER NUMBER: HTL225

FROM TENSION TO TEAMWORK
Video
Shows the staff how to: Work better with other department; Make quality guest service part of every job—even those far removed from actual guest contact; and Fit into the big picture and make themselves more valuable to the whole operation. Includes Trainer’s Guide. 11 minutes.

ORDER NUMBER: HTL227

FRONT DESK
Video
Units include: Personal Appearance; Communication; The Log Book; Phone Skills; Handling Reservations; Sales Skills; Preparing for the Guest; Guest Registration; Service During the Stay; Handling Complaints; Walking a Guest; Guests with Disabilities; Foreign Travelers; Busy Situations; and Guest Check-Out. Also available in Spanish.

ORDER NUMBER: HTL229

FULL - SERVICE OPERATIONS: AT YOUR SERVICE
Video
Step-by-step teach your staff how to: Greet and register guests; Determine the method of payment; assign rooms; issue keys; and fill special requests. Learn how to stay cool in busy situations, resolve credit problems, track-missing reservations, handle non-guaranteed reservations, and walk guests to other accommodations. Embrace the idea of team service, give directions and information, communicate effectively and politely, provide business services, and maintain guest folios as an avenue to quality guest relations. Complete all the steps to the check out process from posting outstanding charges, to settling the account, asking about the stay, responding to any complaints, and inviting guests to return.

ORDER NUMBER: HTL231

GUEST RELATIONS: AIMING TO PLEASE
Video
Learn: What really counts in guest contact—from a professional appearance to personal follow-up on requests; the importance of responding to signals and cues, verbal and non-verbal, when serving or communicating with guests; how international guests feel in strange surroundings and ways to put them at ease; the best ways to serve guests with special needs without seeming patronizing or insensitive; and what to do when guests complain and why a satisfactory resolution can mean return business instead of a lost customer.

ORDER NUMBER: HTL233

INCREASING PRODUCTIVITY: TEAMWORK
Video
Using teamwork to unleash the productivity of your staff. Apply these team approaches and : Increase cooperation and job satisfaction among employees; Better customer service; and Improve ability to achieve the results desired. Includes matching strengths to the job skills needed , motivate each member of the team. and maintain the team effort. 24 minutes.

ORDER NUMBER: HTL235

MICHAEL HURST: "KEEPING NICE PEOPLE NICE" SERIES
Three Video
In this three-part series, management consultant and restaurateur Michael Hurst shows you effective ways to select, train, and retain staff. Topics include: staffing, motivation, and how to use flexibility, change, recognition, and training as tools. 120 minutes. Culinary Institute of America.

ORDER NUMBER: HTL237

ORDER NUMBER: HTL239