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Hospitality Training

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Hospitality Stories - DVD

Produced - 1996

This five part series provides a documentary style examination of the working lives of young hospitality professionals in a range of settings, from the 5 star hotel to the small local motel. 

The series include the following DVD titles:

  • Clubs and Gaming 
  • Food Production 
  • Housekeeping 
  • Intro to Food & Beverage Service 
  • Intro to Front Office & Reception 

Length 1 hour and 40 minutes

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The Guest (2nd Edition) - DVD

Best-Seller!

Treat your customer like a guest in your home.

The fortunes of any business rise or fall based upon the level of customer service it delivers to its customers. No matter how large or complex a company may be, great customer service usually comes down to one employee, serving one customer, one day at a time.

Great customer service is no secret. That's the message behind the remake of this hilarious hit. We all know how to take care of a guest in our home; we welcome them, we take care of their needs, we thank them for behind the remake of this hilarious hit. We all know how to take care of a guest in our home; we welcome them, we take care of their needs, we thank them for coming and we invite them back. A guest at work is no coming and we invite them back. A guest at work is no different. It's that simple.

Great customer service lies within each of us. With each new customer we have a choice: we can treat them as an interruption in our day, or we can greet them as a welcomed guest. Let this video forever change the way we see our customers ... our Guests!

Package includes:

  • The Guest 2E 15 minute DVD
  • The Original Guest Video
  • Resource CD-ROM (includes the Expanded Leader's Guide, Reproducible Handouts, Customizable PowerPoint Presentation)
  • 10 The Guest Pocket Cards
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Introduction to Hospitality - DVD

Free Online Preview

The hospitality industry in Australia and globally is vast. It offers never ending career opportunities. Develop a basic understanding of the hospitality industry and the variety of departments which interrelate to make a business successful. Meet people in the job and those who are training the ever increasing number of people who are seeking careers in this diverse industry. Is the hospitality industry for you? Find out more about job seeking, occupations and career paths that you could follow.

24 minutes

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The Difficult Guest - DVD

Best-Seller!

Free Online Preview

The Difficult Guest picks up where The Guest, leaves off. Combining outrageous comedy, customer interactions we can all relate to, and a cast of unforgettable characters, this video sets a highly entertaining stage for some solid customer service training on recognizing, understanding and taking care of difficult customers, because sometimes...it's your L.A.S.T chance.

Key Learning Points...

  • Listen and let them vent
  • Apologize for their trouble
  • Solve their problem
  • Thank them for their business

Program Includes:

  • 1 DVD or VHS video (22 minutes)
  • 1 Participant's Booklet
  • 10 Pocket Reminder Cards
  • 1 Leader's Guide
  • 1 Role-Play Video
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Dealing with the Irate Customer II - DVD

Best-Seller!

Free Online Preview

Angry customers can take their toll on employees, to the point where it can be easy to lose perspective. In this updated version of the classic training video, a frustrated employee receives advice from his coworkers on how to better handle difficult customers. When a kind greeting and an ounce of respect aren’t enough, the techniques presented here can keep a situation from getting out of control. Rather than taking the matter personally, employees learn that they’re in a position to solve problems and possibly even make someone’s day a little bit brighter.

Duration: 21 Minutes

 

  • Dealing with the Irate Customer II - DVD $179.99 [Add to Cart]
  • Dealing with the Irate Customer II - Spanish - DVD $169.99 [Add to Cart]
  • Dealing with the Irate Customer II Study Guide $12.95 [Add to Cart]
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Hospitality - A Question of Attitude DVD

Produced - 2001

Free Online Preview

By profiling a range of professionals, this program gives a real 'feel' for the industry, exploring:

* The difference between service and servility

* The need for positive workplace attitude

* Effective staff and client communication

* Building self-confidence and industry awareness

Length: 19 minutes

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Harassment Is (Hospitality Version) - DVD

Released - 2005

Harassment represents one of the most destructive workplace issues faced by public and private employers today. Now more than ever, it's important to train all personnel to recognize the various forms that harassment may take and implement measures to prevent it in your organization!

Harassment Is offers realistic scenarios representing many different forms of harassment based on sex, age, race, disability, religion, and sexual orientation. Each harassment situation is presented by an on-camera host who adds additional content and insights to enhance the comprehension and retention of this critical information.

Harassment Is will raise awareness regarding harassment and explain the do's and don'ts of creating a respectful work environment for everyone.

Harassment Is will help employees learn how to...

  • Define harassment
  • Identify the various types and forms of harassment
  • Understand the negative impact of harassment
  • Follow practical guidelines to prevent harassment
  • Respond if they witness or become victims to harassment

Program includes: A 22 minute DVD or video, 10 Harassment Is Employee handbooks, leader's guide with customizable Harassment Is PowerPoint

Online Training Pricing Option:

  • $5.00 per user
  • One year access to this program
  • Minimum order: $845.00
  • Please contact us by email if you have 250 users or more for special pricing options.
  • *Prices subject to change without notice

    • Harassment Is (Hospitality Version) - DVD $945.00 [Add to Cart]
    • Harassment Is (Hospitality Version) - Online Course $5.00 [Add to Cart]
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    Catering for an Event - DVD

    Produced - 2004

    Free Preview

    Events and functions need careful planning and execution. This program examines a range of areas relevant to event or function catering. It focuses on general planning, budgets, the food - including menu planning, presentation, the kitchen, food quantities, transporting food, and food storage and handling for outside functions.

    The program also looks at the importance of good timing and flexibility, and explores some of the legal requirements involved in catering for an event. This is a brilliant resource for all hospitality students.

    Length: 19 minutes

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    WAYMISH - DVD

    Release - 2009

    Free Online Preview

    A customer approaches your place of business, fully intending to buy something. Then, it happens…something frustrates the customer to the point where she changes her mind and leaves without spending a dime. The "it" is a "WAYMISH" and 2 out of 3 times, it results in the permanent loss of a customer.

    WAYMISH is an acronym for: Why Are You Making It So Hard…for me to give you my money? It represents all the slights and indifferences made by employees and organizations that lead customers to believe that you don't really want their business. Things like not listening to what the customer is saying, putting policies ahead of common sense, not attempting to resolve complaints, etc.

    Can you afford to create unhappy customers that take their business elsewhere?

    Eliminate WAYMISHes and keep customers with this superb customer service program from CRM Learning. Hidden-camera footage reveals service providers in retail, hospitality and banking committing all-too-common WAYMISHes. Then, the show's folksy host walks these employees through the things they can say and do to convey genuine service excellence.

    Your trainees will love the way the show's host is COMPLETELY on their side--not trying to embarrass, not trying to preach--just suggesting new more effective ways to handle customer situations.

    Skill points include:

    • Quickly Acknowledge Customers
    • Listen Carefully
    • Fix Problems on the Spot
    • Find a Way To Say Yes
    • Coach Each Other
    • Remember that being of service to all customers "IS your job"

    The Supervisor Show component plays off the main show and further helps supervisors understand the unique role they play in setting the right tone and working with employees to prevent WAYMISHes. 

    Content:

    • DVD of WAYMISH
    • DVD of WAYMISH: The Supervisor Show and The WAYMISH Factor Meeting Opener
    • printed Leader's Guide for WAYMISH with reproducible participant worksheets
    • CD-ROM with WAYMISH PowerPoint Presentation and printable PDFs of participant worksheets
    • CD-ROM with The Supervisor Show PowerPoint Presentation, PDFs of printable Leader's Guide and participant worksheets
    • 10 WAYMISH-Buster Employee Handbooks
    • 10 Reminder Cards
    • 1 copy of the book WAYMISH by Ray Considine and Ted Cohn

    Length: Main show 18 minutes, Supervisor Show 10 minutes

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    HOSPITALITY CUSTOMER SERVICE DVD

    This program provides a fresh approach to quality customer service in the hospitality industry. This film is appropriate for all employees in this industry.

    Runtime: 7 MIN.

    Online Preview Click Here!  

    YOU WILL RECEIVE A FREE WRITTEN MATERIAL CD-Rom. CD-ROM of Written Materials may include: Leader's Guides, Questions & Answers, Manuals, and Power Points.
    Contents vary depending on program.

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    HOSPITALITY INDUSTRY - KITCHEN SAFETY ORIENTATION DVD

     

    5-minute video.

    Runtime: 6 MIN.

    Free Online Preview

    YOU WILL RECEIVE A FREE WRITTEN MATERIAL CD-Rom. CD-ROM of Written Materials may include: Leader's Guides, Questions & Answers, Manuals, and Power Points.
    Contents vary depending on program.

     

    • HOSPITALITY INDUSTRY - KITCHEN SAFETY ORIENTATION DVD $129.99 [Add to Cart]
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    Food Service Safety Set- DVD

    This three-video set teaches your kitchen staff how to make workplace safety a top priority. Learn how to handle and clean kitchen machinery and knives, how to prevent injuries that can occur from spills or improper lifting, and how to prevent kitchen fires and burns from occurring. Keep your staff alert and aware while they work in a potentially dangerous kitchen environment.

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    Standard Hospitality Package (15 Programs On 2 DVDs)

    Standard Hospitality Package (15-on-2)

    15 DVDs and 1 CD-ROM of Written Materials.

    Package Includes:

    5001A Safety Orientation
    5018A Hotel Fire Safety
    **5021A Hospitality Customer Service**
    5015A Bomb Threat Procedures
    **5019A Customer Accidents - Third Party Liability
    5016A Emergency Evacuation
    5003A Human Behavior - Reducing Unsafe Acts
    5007A Maintenance Person Safety
    5006A Back Injury Prevention
    5005A Housekeeping Safety
    5020A Valet Safety
    5002A Hazard Communications - The New Millennium
    5023A Controlling Exposures To Bloodborne Pathogens (Hotel/Motel)
    5017A Laundry Room Safety Basics
    5009A Fire Extinguisher Training
    CD90067 CD-ROM of Written Materials

    **Denotes item is not available in Spanish**

    • Standard Hospitality Package (15 Programs On 2 DVDs) $695.00 [Add to Cart]
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    Remember Me (Hospitality Version) DVD

    Remember Me

    In the hospitality industry, it's an employee's job to make customers feel welcome and appreciated. Unfortunately, the customer in this program doesn't get a lot of that. As he is neglected by hospitality workers and other service providers, viewers remember what matters most.

    A hapless, harried customer. That's who you'll meet in Remember Me: A person just like you who turns to businesses like yours and receives less than ideal service, to put it mildly. Here's a customer who has been doing business in the same places for years and yet is treated like a stranger - and worse. The beauty of this program is its simplicity. In just 10 minutes, it reminds the audience what it feels like to be on the receiving end of bad service. The Hospitality Version includes several "wrong way" scenes set in a hotel; however, it also features an ending which shows what can happen when a front desk worker exceeds the customer's expectations.

    Participants will learn that:

    • Customers can forgive mistakes but not bad attitudes
    • Poorly treated customers spread the word
    • Customers will take their business elsewhere without a second thought
    • Exceeding customer expectations is the key to building customer loyalty and a healthy bottom line

    Program includes: 16 minute DVD or VHS with Opener and Closer segments, Leader's Guide, Follow-up Activity Pack and 10 Reminder Cards

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    What's Your Pickle? - DVD

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    Produced - 2007

    In What's Your Pickle? Bob hits the road in his red 1954 Cadillac convertible in search of "all-star" Pickle Givers from across the country. He uses the best of these stories to create an endearing and inspirational video that continues to build upon the pickle philosophy.

    In Bob's contagiously enthusiastic manner, he teaches viewers that "if you look and listen, your customers will tell you what your pickle is". He then offers four key steps--ways to help give your customer "The Pickle":

    • CONNECT with your customers. ~ How would you want to be treated?
    • ANTICIPATE what they'll need next. ~ How can you be one step ahead?
    • DELIGHT your customers. ~ How can you exceed their expectations?
    • INSPIRE yourself and others. ~ Are you willing to do what it takes?

    What's Your Pickle? is fun and entertaining, and offers a fresh new look at how your team can integrate the pickle-giving culture into your own workplace. The stories will inspire viewers to new heights--some are endearing, some are practical, and some are simply amazing. They will provide trainers with a great spring board for discussing new and inventive ways to serve the customer. Find out about the "trickle-pickle".

    Program includes: A 17 minute DVD or VHS, Leader's Guide on CD-ROM, Customizable PowerPoint Presentation (available with DVD purchase only), 10 Reminder Cards, 10 Green Pickle Lapel Pins, 3 Travel Postcards and 1 Pickle Sticky Notepad.

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    Who Cares? - DVD

    Best-Seller!

    Government version also Available

    Free Online Preview

    “Customer service just isn’t what it used to be.” That statement can’t be supported with statistics but not many people would argue it. The GOOD news is that organizations offering EXCELLENT customer service now have a greater competitive advantage than ever before!

    Who Cares?, the new training program that can play a critical role in giving your organization just such an advantage! We’ve identified and illustrated the four simple but critical cornerstones of excellent customer service:

     

    • Greet the customer
    • Respect the customer
    • Listen to the customer
    • Really help the customer!

    In reality, most customer service representatives really do care. But they often neglect, or fail to remember those basic behaviors that send that caring message to your clients. It’s also too easy for them to forget the important role they play in your organization’s success. Who Cares? provides both the information and inspiration your staff needs to provide winning customer service.

    Program Synopsis: An engaging host provides narration between a wide variety of realistic and thought-provoking customer service scenes. The viewer is reminded to put themselves in the customer’s shoes as “wrong way” and “right way” service examples are provided. Retail, hospitality, food service, banking and government settings along with man-on-the-street commentaries provide an informative and fast-paced training experience.

    Program Includes: A 21 minute DVD or VHS video, comprehensive leader’s guide, PowerPoint Presentation on CD-ROM and Who Cares?, handbook and leader’s guide.

     

    Keeping the Good Ones (Employee Retention) - DVD

    Free Online Preview

    In the end, keeping the good ones comes down to connecting with each member of your team on a regular basis. The great news is that this doesn't cost the company a dime.

    Keeping the Good Ones is a management and leadership training video that deals with employee retention. It will inspire managers and provide them with practical tools which they can use to keep the good people they already have.

    Key Learning Points..

    • Offer YOURSELF as a person
    • Offer your TIME with a regular Take 10 Check-in
    • Offer your APPRECIATION

    Program Includes:

    • 1 DVD or VHS Video (26 minutes)
    • 1 Leader's Guide
    • 10 Pocket Reminder Cards
    • 1 Workbook

     

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    It's a Waiter's Life - DVD

    Produced - 2001

    Free Online Preview

    This program looks at what it takes to be a professional waiter, what employers expect and what the clients expect. Length: 29 minutes

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    Inside a Large Resort - DVD

    Resort tourism is a popular form of tourism entailing visitation to a resort generally for holiday purposes to relax on a beach, ski the snowfields or merely a break away from the hustle and bustle of everyday life. Resorts encompass a wide range of activities and services including accommodation, entertainment, meals and drink service. Each element of a resort is reliant upon the success of another element therefore effective organizational management is crucial to ensuring the resort can create an experience the guest is seeking. Customer service is of utmost importance and plays a large role in delivering a quality guest experience. 

    Tourists are becoming more responsible in their consumption and management need to recognize this change in the market. The challenge is to incorporate sustainable practices without jeopardizing the quality of the tourist's experience.

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    Introducing the Basics DVD

    At Your Service Series 

    Free Online Preview

    This program looks at the hospitality industry: an overview, service management, workplace essentials, personal grooming and hygiene and presentation.

    22 minutes

     

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    HACCP in Action - DVD

    Free Preview

    The HACCP system - Hazard Analysis Critical Control Points - was developed in the 1960s in the US and was used in the NASA space program. This program analyses and explains this scientific system, which identifies specific hazards and measures for their control, ensuring food safety. HACCP can be applied throughout the food chain from primary production through to consumption. HACCP also aids in the inspection of food premises by regulatory authorities and ensures confidence in export industries that the food we produce is safe.

    Throughout this program the seven principles that all food workplaces should implement as part of their Food Safety Program are discussed.

    Duration 28 minutes
    Captions No
    Recommended Year Level 9–College
    Year 2005
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    Housekeeping - DVD

    Free Online Preview

    This program considers the important function of housekeeping within the hospitality industry. It examines the executive housekeeper's responsibilities in a 353 room luxury hotel including which aspects of the hotel fall under the auspices of the housekeeping department. It then considers what is entailed in the housekeeping of a 78 room motor inn and, in conclusion, investigates the housekeeping operation in a 21 room backpacker's guest house.

    20 minutes

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    Introduction To Food & Beverage Service DVD

    Free Online Preview

    This program considers the roles and responsibilities entailed in performing a variety of positions within the hospitality industry. Through 'on the spot interviews' with employees, viewers are introduced to basic skills needed to work in a busy bar of a public hotel, a silver service restaurant and a five star hotel.

    20 minutes

    • Introduction To Food & Beverage Service DVD $129.99 [Add to Cart]
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    Essential Preparations - DVD

    Free Online Preview

    This program covers types of menus, basic equipment and laying of tables and covers.

    Duration 22 minutes
    Captions No
    Recommended Year Level 10–College
    Year 2002

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    HOSPITALITY INDUSTRY - EMPLOYEE SAFETY ORIENTATION - DVD

     

    5-minute video.

    Runtime: 5 MIN.

    Free Online Preview

    YOU WILL RECEIVE A FREE WRITTEN MATERIAL CD-Rom. CD-ROM of Written Materials may include: Leader's Guides, Questions & Answers, Manuals, and Power Points.
    Contents vary depending on program.

     

    • HOSPITALITY INDUSTRY - EMPLOYEE SAFETY ORIENTATION - DVD $139.99 [Add to Cart]
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    HOSPITALITY INDUSTRY - HOUSEKEEPING SAFETY DVD

    5-minute video.

    Runtime: 7 MIN.

    YOU WILL RECEIVE A FREE WRITTEN MATERIAL CD-Rom. CD-ROM of Written Materials may include: Leader's Guides, Questions & Answers, Manuals, and Power Points.
    Contents vary depending on program.

    • HOSPITALITY INDUSTRY - HOUSEKEEPING SAFETY DVD $129.99 [Add to Cart]
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    Safety Puzzles for the Hospitality Industry

    Who said learning can't be fun?

    Use this book to reduce accidents, save lives and money, improve morale and productivity – all benefits of a solid safety program. Whether its crossword puzzles, word searches, or shared pairs, you can learn about safety and have fun doing it.

    Enliven your safety program while reinforcing solid safety principles. Safety Puzzles for the Hospitality Industry has the information you’re looking for in an easy to use format.

    You will find over 50 puzzles, word scrambles, and other games there is sure to be a game that fits the needs of everyone - from the new employee to the master craftsman.

    When you complete the games, you will learn some of the specific Hospitality Industry requirements that will enable you to be in compliance with regulations. Plus, there are "safety nuggets" that pin-point the critical issues of each safety topic.

    Whether you complete this book cover-to-cover or select sections to assist you in your safety training programs or meetings, you will find this book to be a learning tool like no other.

    • Safety Puzzles for the Hospitality Industry $49.99 [Add to Cart]
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    HOSPITALITY INDUSTRY - LAUNDRY ROOM SAFETY BASICS DVD

    5-minute video.

    Runtime: 7 MIN.

    Free Online Preview

    YOU WILL RECEIVE A FREE WRITTEN MATERIAL CD-Rom. CD-ROM of Written Materials may include: Leader's Guides, Questions & Answers, Manuals, and Power Points. Contents vary depending on program.

     

    • HOSPITALITY INDUSTRY - LAUNDRY ROOM SAFETY BASICS DVD $129.99 [Add to Cart]
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    HOSPITALITY INDUSTRY - VALET SAFETY DVD

    5-minute video.

    Runtime: 6 MIN.

    YOU WILL RECEIVE A FREE WRITTEN MATERIAL CD-Rom. CD-ROM of Written Materials may include: Leader's Guides, Questions & Answers, Manuals, and Power Points.
    Contents vary depending on program.  

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    HOSPITALITY ORIENTATION 2000 Training Package DVD

     

    HOSPITALITY ORIENTATION 2000 Training Package

    2 DVDs and 1 CD-ROM of Written Materials.

    Package Includes:

    5001A Safety Orientation
    5005A Housekeeping Safety
    **CD-ROM of Written Materials**

    **Denotes item is not available in Spanish*

     

    • HOSPITALITY ORIENTATION 2000 Training Package DVD $0.00 [Add to Cart]