DECATUR – A group of hospitality workers from the Huntsville and Madison County lodging industry have completed the Flawless Delivery customer service training program offered by the Alabama Mountain Lakes Tourist Association.
The training for the two-day program is in partnership with Calhoun Community College, North Alabama Works, Yedla Management Company, and Holistic Performance Group.
Flawless Delivery is designed for frontline workers, housekeeping, front desk personnel and sales coordinators. The program incorporates a foundation of empathy, communication and engagement in order to highlight the quality of service necessary to retain guests in today’s competitive environment.
“One of my long term goals has been to establish a credited training program for the North Alabama hospitality industry,” said Tami Reist, president and CEO of Alabama Mountain Lakes Association. “Customer service expectations are at an all-time high and the Covid-19 pandemic has made it extremely difficult to find and retain good workers.
“This training is designed to equip frontline 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.”
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.
In addition to the classroom learning, the training is an immersive experience, as the students become guests at a hotel and also serve as mystery shoppers. Two mystery shopper evaluations are submitted by the participants: One for the front desk, room and site experience, and one for the dining experience.
Funding for the Flawless Delivery customer service training program is provided by a 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 in addition to lodging.
For a short video on the Flawless Delivery training program, visit https://www.northalabama.org/we-care/work-force/.
For more information on the Flawless Delivery training program, call Reist at 800-648-5381. 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].
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