Lauderdale hospitality workers complete specialized training

DECATUR – Hospitality workers from the Lauderdale County lodging industry completed the Flawless Delivery customer service training program last month.

Offered by the Alabama Mountain Lakes Tourist Association, the program is in partnership with Calhoun Community College, North Alabama Works, Yedla Management, and Holistic Performance Group. The training was Jan. 25-26 at Joe Wheeler State Park in Rogersville.

“This training is designed to equip front-line workers with the skills needed so they can communicate and engage with guests as well as with coworkers in order to deliver the quality of service the traveling public has come to expect,” said Tami Reist, president and CEO of the AMLA

Flawless Delivery is a customer service training program designed for frontline workers, housekeeping, front desk personnel and sales coordinators. The program incorporates a foundation of empathy, communication and engagement to highlight the quality of service necessary to retain guests in today’s competitive environment.

Launched by AMLA last year, this is the first program of its type in the state. Last September, 15 front-line employees and sales coordinators representing six hotels located in Decatur and Huntsville completed the first training session. It was at the Courtyard by Marriott in Decatur.

Facilitated by Holistic Performance Group based in Decatur, 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 program incorporates bilingual trainers and is filmed in order to share with others in the industry.

At the conclusion, there is a graduation ceremony where participants are presented with a certificate from Calhoun Community College and a Flawless Delivery Certified Pin.

Funding is provided by a tourism grant from the Alabama Tourism Department. Over the next two years, 92 sessions will be conducted and will include other areas of the hospitality industry, as well as lodging.

Click here for a short video on the Flawless Delivery training program.

Any business or organization interested in the training may send an inquiry to Craig Johnston, director of workforce development training and advocacy, at [email protected].