1. The Hospitality Skills Other Seminars
Training Series prepares employees Welcome Home: Superior Skills for Valet,
Scott Michael Smith
for a particular position, and contains sections Door, and Bell Staff
on job knowledge, task lists, task breakdowns, Presents
and job tips. The series can be customized Front Office: Guest Service
Professionalism
easily with specifics about the property or the
position. The program will prepare employees Employee Training
Customers for Keeps: Providing
to pass the written exam and skills proficiency
testing necessary for certification. Exceptional Guest Service and Development
Hospitality Skills Training and Certification Hospitality Communication: Interacting Programs for the
for: with Confidence
Hospitality Industry
 Restaurant Server Success from the Start: Getting the Right
 Bartender People the First Time
 Laundry Attendant
Tackling Turnover: Keep Good People
 Kitchen Steward Once You Get Them
 PBX Operator
 Concierge Visionary Leadership
 Bell Attendant
 Reservationists Results-Oriented Leadership
 Front Desk Representatives
 Guestroom Attendant Building High Energy Teams
 Cocktail Server
 Room Service Attendant Time Management: Stop the Clock
 Banquet Set-up staff
Putting the “Pro” in Problem Solving
 Banquet Server
 Bus Person Success from the Start: Recruiting the
 Retail Cashier Right Way
 Maintenance staff
 Valet Attendant
All seminars are in English and customized for
your audience. Presentations and training are
available as full-day or half-day seminars.
Telephone: +66 (0) 89 230 7987
Fax : +66 035 323 949
E-mail: scottsmith@au.edu
hawaiiscott@hotmail.com

2. Supervisory Skill Builders
is a nine workbook modular series, designed in a
unique structure and tailored specifically for your
property. Sessions include:
The Spirit of Hospitality  You as a Supervisor- highlights
the key elements of effective.
supervisory and management
-Delivering Quality Guest Service
skills
 Leadership- outlines the key
Service is the spirit of hospitality, and the points of successful leadership.
enhanced "Spirit of Hospitality" certification  Staffing and Scheduling-learn
program from the Educational Institute of the to recruit for maximum
American Hotel & Lodging Association performance, forecast labor
shows employees how to provide the kind of needs, develop work schedules,
service that builds guest loyalty and increases arrange staff positions.
occupancy.  Handling Problems and
Conflict- defines strategies for
prioritizing aggravations and
implementing solutions.
Service Skills for Front Desk  Motivation and Team
Building- provides the essentials
Employees will increase the service for effective motivation and
skills of your front desk employees and the teambuilding to lower turnover
efficiency of your property with this rates and absenteeism, while
comprehensive program that covers the full stimulating quality service.
range and scope of front desk service skills  Improving Employee
The Spirit of Hospitality featuring Delivering such as: Performance- shows supervisors
Quality Guest Service showcases: the essentials for fine tuning their
 Reading guests and skills, including setting standards,
anticipating their needs coaching, and conducting
 Tips for improving service quality
performance reviews
 Skills for exceeding guest
 Dealing with challenging  Time Management- shows the
expectations essentials for time management.
 How to handle guest complaints check-ins/check-outs
 Improving Communication-
effectively illustrates that positive interaction
 Five simple steps for delivering  Putting business building and approach-ability are major
quality guest service sales techniques into action elements in all areas of
 Employee motivational techniques management.
 Testimonials from experienced  Working proactively with  Conducting Orientation and
industry employees and sample irate guests Training- Develop positive
scenarios attitudes with a new employee

3. right from the start. This module
provides countless techniques for
welcoming the trainee.