Handle with Care

"HANDLE WITH CARE, Contents Under Pressure" training is based on a unique yet definitive concept that even the finest of hotels have yet to consider. We at HOST understand. We "get it" and you will too. It's all about the mindset of your guest before they arrive at your hotel.

Today�s traveler is often faced with an overwhelming abundance of ever-changing hurdles leading to frustration even before they arrive at your hotel�s entrance�

� Fluctuating airfares
� Hidden travel charges
� Long lines at the airport
� Baggage restrictions
� Attitudinal security checkpoint personnel
� Substandard (often times rude) airline personnel
� Uncomfortable flight seating
� Little to no complimentary amenities
� The list goes on and on

We�ve all experienced the Travel Trauma Syndrome at one time or another, and the pressure can sometimes push a traveler to their breaking point. Now more than ever, the importance of your staff�s sensitivity to the many subliminal stress factors that guest�s encounter during their journey can add substantial value to your guest's stay at your hotel.

HANDLE WITH CARE is our solution to this widely ignored trend. The training program is designed to train �first-point-of-contact� staff on the intricate ways to create an impeccable �first impression� for each guest from the moment they arrive at the valet, to the moment the bellman says, �Thank you Mr., Ms. Jones. Please enjoy your stay with us. If there is anything more I can do to make your stay more enjoyable, my name is Johnathan and I will be happy to assist you!"

Emphasis of training are on the staff who provide the first and last impression for each guest:

� Travel Trauma Syndrome Sensitivity Training
� Guest Recognition Skills Development
� Developing Emotional Quality Skills
� Picking up and Responding to Queues
� Listening & Interactive Skills
� Importance of being Proactive vs. Reactive
� Why Excellent is Not Impeccible
� Creating Impeccible First & Last Impressions
� Moments of Truth
� The Art of Creating a Memorable Experience
� Problem Resolution Skills

With rapidly changing trends of savvy guests who now turn to online Guest Feedback versus brochures to influence their buying decisions, Handle With Care is a �Must Have� tool for a hotel to gain a competitive advantage in building brand loyalty, increasing RevPar, and creating the kind of guest experiences that will keep them talking about their stay long after they leave your hotel.