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Hospitality Training

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The Guest (2nd Edition) - DVD

NEW

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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The Guest - DVD

One of the best and most sought after Customer Service programs available.

No matter how large or small a business is, its success depends on the level of service it delivers to its customers. The choice is ours, do we treat them as an interruption in our day, or as a welcomed guest?

THE GUEST uses humor to change the way we see our customers and to remind us that everything we need to learn about great customer service, we already know.

Treating customers as guests is as simple as:

  • Welcoming Them
  • Using their Name
  • Taking Care of their Needs
  • Thanking Them
  • Inviting Them Back

Program Includes:

  • 1 DVD or VHS video (14 minutes)
  • 1 Leader's Guide
  • 10 Pocket Reminder Cards

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Remember Me (Hospitality Version) DVD

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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Who Cares? - DVD

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.

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The Difficult Guest - DVD

Best-Seller!

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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Five Star Teamwork - DVD

How is it that certain teams achieve extraordinary excellence, day after day, year after year and manage to stay committed to each other, their customers and their organization's mission? This new program features the remarkable team at the Four Seasons Restaurant in New York City. Long regarded as a premier destination and widely thought of as one of the best restaurants in the world, the Four Seasons team lives by a set of principles that are universal to any team, in any environment. There are no actors, no experts and nothing is contrived-just a real-life, high performing team delivering excellence day after day, year after year.

Just as an example, one of the most important principles of the team is their commitment to each other. An uncommon promise that is one of the traits that set them apart from all others in any setting. They know that unless they take care of each other first they will not be able to provide the level of service required by the pressure-cooker atmosphere of the restaurant.

The five principles:

  • Commitment to Each Other
  • Commitment to the Mission
  • Commitment to the Customer
  • Commitment to Resolving Conflict
  • Commitment to the Details

The program comes with a comprehensive leader's guide and Power Point Presentation for a one-hour session and a four-hour session and one set of reproducible participant handouts on a convenient CD. It also has very flexible content points that allow for customization for organization-specific exercises or other activities that you may prefer to use.

Program length: 17 minute DVD

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Casino: A Customer Service Story - DVD

Shot in one of the largest casinos on the West Coast.

This documentary style video teaches the basics of great customer service from the experts—the real casino employees!

Learn how to:

  • Welcome guests.
  • Have fun at work and be a good host.
  • How-to deal with a difficult guest.
  • Thank guests and welcome them back.

Includes: 13 minute DVD.

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Jamie's Kitchen Fifteen Lessons onTeamwork - DVD (English)

Produced - 2004

Free Preview

The aim
To show how to become a better team



About the program
"For me tonight was a very powerful night really. Because there was no one to catch them, they concentrated so hard. I think today they came together really well as a team." (Jamie Oliver)

Jamie Oliver's passion and vision transformed a bunch of unemployed kids into an efficient, organized team, capable of running a first-class London restaurant. Fifteen lessons on teamwork identifies the key stages of team development - forming, storming, norming and performing. It follows Jamie's young trainee chefs as they move through these stages to come together as an effective unit. The program identifies four easy-to-remember learning points so your team can apply the trainees' experiences to improve their own team skills:

Get it straight
This corresponds to the team development stage known as forming, when the team members are put together for the first time. The goals and expectations of the team have to be clearly established. Individual team members ask themselves what they each bring to the team.

Get on board
The team is now at the storming stage. Individual strengths and weaknesses start to emerge as team members work out how to support each other. Individual wants and needs have to take second place to what the team needs.

Get stuck in
The team now moves into the norming stage, where ground rules are established. The team has to work out how to resolve conflict and solve problems, as well as dealing with practicalities such as how tasks are shared out. It's a time to make sure everyone is committed to the team's goals.

Get better
This learning point corresponds to the performing stage, when the group is functioning as a true team. The question for the team now is: Are we learning all the time, not just from the good things but also from our mistakes? The team must also keep striving to achieve more, both individually and together.



The benefits

  • Real life example of classic team development in action
  • Energetic style will keep audience engaged
  • Motivational for all teams
  • Encourages continual development
  • Relevant for all levels
  • Program includes: DVD (25 minutes),course leader's guide, self-study workbook, customizable worksheets, powerPoint slides and handouts.

    • Jamie's Kitchen Fifteen Lessons onTeamwork - DVD (English) $1,070.00 [Add to Cart]
    • Jamie's Kitchen Fifteen lessons on teamwork - DVD (French) $1,070.00 [Add to Cart]
    • Jamie's Kitchen Fifteen lessons on teamwork - DVD (Spanish) $1,070.00 [Add to Cart]
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What do You Say? - DVD

Fast paced, energetic and loaded with excitement...the What do you Say? Training program puts employees on the hot seat as they are challenged with more than 30 awkward, intimidating, sometimes overwhelming customer situations. It then provides realistic, practical answers that they can use on the job immediately.

Delivering up another large dose of fun... the What do you Say? Card Game is grounded in the real world. Employees have to think quickly as they win cheers, Service Bucks and points. It's a great mix of serious fun and high impact learning.

A powerful tool that no employee should be without... the What do you Say? Employee Handbook takes over where the training video and game leave off, providing practical answers to over 100 difficult customer service situations, including disruptive guests, diversity challenges, disability issues, etiquette and more.

Program Includes: A 22 minute video or DVD, 10 Pocket Cards, 10 Employee Handbooks, 1 Card Game with Service Buck, 1 Customer Comment Program and 1 -30 Page Manager's Guide.

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Sexual Harassment: Is It or Isn't It? For Hospitality - DVD

Free Online Preview

Here are nine stop-and-discuss scenarios depicting examples of possible harassing behavior in a variety of hospitality environments. After each vignette, an employment law attorney provides a brief explanation of why the situation is considered to be sexual harassment, or why it's not, and the federal laws that apply to the hospitality industry. Ideal for educating employees in hotels, motels, resorts, casinos, restaurants, food services and other hospitality environments.

Key Training Points:

  • How to define and identify sexual harassment and offensive behavior that could be considered harassment
  • How to prevent sexual harassment from occurring and improve workplace morale and productivity
  • How to take appropriate action against sexual harassment
  • How to understand the 1998 U.S. Supreme Court rulings on sexual harassment, and how they affect you and your organization

Added features and benefits of DVD training include:

  • English and Spanish versions – many also include Portuguese
  • A customizable PowerPoint™ presentation
  • Informative training points and bonus material for refresher or training talks
  • Video-enriched training organized by learning objectives that facilitates discussion
  • A printable Leader's Guide
  • Resourceful web links to organizations such as OSHA, FEMA, NSC and the CDC, where viewers can download and print information on regulatory standards

  • Sexual Harassment: Is It or Isn't It? For Hospitality - DVD $845.00 [Add to Cart]
  • Sexual Harassment: Is It or Isn't It? For Hospitality - DVD Rental $295.00 [Add to Cart]
  • Sexual Harassment: Is It or Isn't It? (for Hospitality) Preview $0.00 [Add to Cart]
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It’s Up to You: Stopping Sexual Harassment (2-Part Series) DVD

Best-Seller!

With recent legal changes, and the ever-increasing need to confront sexual harassment issues in the workplace, the challenges to comprehensive training have grown. The answer is It’s Up to You: Stopping Sexual Harassment, a complete and updated tool for managers and employees alike. This series uses real-world situations and a knowledgeable host to help your organization understand and stop sexual harassment behavior. Settings include office, healthcare, manufacturing, retail, education, and hospitality.

It’s Up to You: Stopping Sexual Harassment for Employees - Free Online Preview
Join our host as she explains the law, and then introduces 14 real-world scenarios to illustrate the most common sexual harassment issues confronting organizations today, including inappropriate touching, slurs, jokes, computer-related materials, and much more. Clear, concise, and thorough, this version teaches employees how to recognize and stop sexual harassment in their work environment.(23 minutes)

It’s Up to You: Stopping Sexual Harassment for Managers - Free Online Preview
Building on the extensive content of the employee version, this program delves deeper into the issues that confront supervisors and managers when dealing with sexual harassment. Each real-world scenario is followed by comprehensive discussions about tools, techniques, and the powerful roles that managers and supervisors play in stopping sexual harassment. (27 minutes)

Key Learning Points:

  • In-depth understanding of the key definitions of sexual harassment
  • The negative effects of sexual harassment on organizations and individuals
  • How to recognize and discourage illegal behavior
  • How to respond to sexual harassment from both the employee’s and manager’s perspectives
  • Fostering a safe and comfortable work environment
  • Judging behavior as a reasonable person
  • Proper procedures for reporting sexual harassment
  • Prevention and response tools for unwelcome behavior

Complete Series Includes: Two DVDs, Comprehensive Facilitator’s Guide and Reproducible Training Materials, PowerPoint presentation on CD-ROM, 25 Pocket Reminder Cards, and a Scenario-Only section following the core programs for customized training for each program.

* Each program may be purchase separately - $795 each. Education and Government discounts available.

  • It’s Up to You: Stopping Sexual Harassment (2-Part Series) DVD $1,295.00 [Add to Cart]
  • It’s Up to You: Stopping Sexual Harassment (2-Part Series) DVD Rental $590.00 [Add to Cart]
  • It’s Up to You: Stopping Sexual Harassment (2-Part Series) DVD Preview $0.00 [Add to Cart]
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After All, You're the Supervisor - DVD

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This course is also available for online training, see details below.

A comprehensive training program for new and seasoned supervisors alike, After All, You're the Supervisor! provides an array of tools for use in your training sessions and as follow-up to help keep your training fresh.

After All, You're the Supervisor! holds the key to effective supervision, teaching the nine components of supervisory success:

  • Acknowledge Your New Role
  • Plan and Prioritize
  • Be Accessible
  • Encourage Teamwork
  • Communicate Upward and Downward
  • Delegate
  • Discipline Effectively
  • Provide Feedback
  • Model the Way

Program Includes: A 20 minute VHS or DVD, Leader's Guide, Pre-training Assessment Tool, 10 Participant Workbooks, 10 Participant CD-ROMs with Follow-up Activity, PowerPoint Presentation on CD-ROM and 10 Pocket Reminder Cards.

Online Training Option

  • Pricing - $9.95 per user
  • Minimum order - $500
  • Users receive a post-test and certificate of completion. You set the test’s passing grade.
  • You get an Administrator’s Page that shows who has logged on to take the training and the test score of each viewer.

Please contact us by email if you have more than 1000 users for special pricing options.

Note: When you order the online training version of this program, our shopping cart will show 50 items listed (minimum number of participants) for $500, each additional participant/item added is $9.95

  • After All, You're the Supervisor - DVD $995.00 [Add to Cart]
  • After All, You're the Supervisor - DVD Rental $275.00 [Add to Cart]
  • After All, You're the Supervisor - Online Course $9.95 [Add to Cart]
  • After All, You're the Supervisor - Preview $0.00 [Add to Cart]
  • After All, You're the Supervisor - Workbook $15.95 [Add to Cart]
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AIB Guide to Food Security - Guide

This unique guide by the American Institute of Baking (AIB) teaches a hands-on approach to security for all facilities that ship, manufacture, process, package or store food products. It is one of the most comprehensive and practical food security manuals available to the industry.

The chapters and reference material provide information that will help you develop an effective security program.

Chapter Titles:

  • What is a Security Program?
  • The Bioterrorism Act
  • Developing an ORM Program
  • Developing Written Policies and Programs
  • Establishing a Food Security Team
  • Facility Review
  • Security Measures for Buildings and Grounds
  • Access Control
  • Security for Food Warehouses
  • Preparing for a Recall
  • Crisis Management Programs
  • Conducting Security Inspections
  • The Customer-Supplier Relationship

A searchable CD is included with every book. Reference forms and evaluation criteria can be printed and used (saving hours of independent development time). The foundation of all AIB security courses will be based on this security manual.

299 pages, soft cover, spiral-bound.

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Accountability That Works! - DVD

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This course is also available for online training, see details below.

Accountability That Works! is an exciting, innovative training program that will provide everyone in your organization with the tools they need for a greater sense of empowerment, effectiveness and increased productivity. Participants will learn to view accountability as an ongoing process, a method for achieving personal effectiveness. When you have accountability in your organization, you have better results, improved teamwork & clarity. When you don't have accountability, you get blame, finger pointing, missed deadlines, etc.

Building accountability in your workplace saves you money every day in real terms:

  • Consistently met deadlines.
  • Clearly defined roles and expectations.
  • Less blame and reduced time spent in conflict.
  • Improved supervisor-to-subordinate and peer-to-peer relationships.
  • Increased team efficiencies (such as less time lost in meetings).

Program Includes: A 22 minute VHS or DVD with two versions (one straight-through and one stop-and-go for discussion), Leader's Guide, PowerPoint presentation, 10 Participant Workbooks, 10 Reminder Cards and 10 Buttons

This course is also available for online training, see details below.

Online Training Option

  • Pricing - $9.95 per user
  • Minimum order - $500
  • Users receive a post-test and certificate of completion. You set the test’s passing grade.
  • You get an Administrator’s Page that shows who has logged on to take the training and the test score of each viewer.

Please contact us by email if you have more than 1000 users for special pricing options.

Note: When you order the online training version of this program, our shopping cart will show 50 items listed (minimum number of participants) for $500, each additional participant/item added is $9.95

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Harassment Is (Office Version) - DVD

Released - 2005

Free Online Preview

Office, Industrial, Hospitality, Government, Healthcare & Retail Versions Available!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