AMLA, in partnership with Calhoun Community College, North Alabama Works, Yedla Management Company and Holistic Performance Group, has launched a customer service training program for frontline housekeeping and front desk personnel in north Alabama’s hospitality industry. Eighteen front desk and housekeepers completed the first training, Flawless Delivery, September 13-14, 2021, at the Courtyard by Marriott in Decatur, Ala. The two-day training program was facilitated by Holistic Performance Group based in Decatur, Ala.
Flawless Delivery, a customer service training program designed for frontline housekeeping and front desk personnel, incorporates a strong foundation of empathy, communication and engagement in order to highlight the quality of service necessary to retain guests in today’s competitive environment. The training consists of 20 hours over the course of two days and one evening and uses gamification, small group projects, role play, team building exercises and lecture to engage participants. The co-training model incorporates bi-lingual trainers who are also skilled in differentiated learning practices.
The two-day program concludes with a graduation ceremony where participants are presented with a certificate from Calhoun Community College and a Flawless Delivery Certified Pin.