PROVIDING SERVICE WHILE SUPPORTING SAFETY - New!

Guest Service Tips During Covid-19 Challenges

This online course was developed by the Oregon Hospitality Foundation in collaboration with hospitality industry partners. There are two versions, one set in a restaurant and one set in a hotel. Each offer similar curriculum which highlights four scenarios that represent common challenges staff are experiencing during the pandemic while trying to balance service principles with safety protocols. These scenarios are:
  • Communication - Guest-Friendly Safety Protocols Before and at Arrival
  • Credibility - Reassuring Guests Who Express Distrust of Your Property’s Safety Protocols
  • Compliance - Addressing a Guest Who is Not Following Safety Protocols
  • Creating Positive Experiences - Setting the Tone
The format for each of the four scenarios includes:
  • B&W video scene with a guest service challenge that is met by an ineffective service approach resulting in an unfavorable guest response
  • After-scene narration highlighting the specific communication, attitude, technical, and service delivery differences between the ineffective service scenario and the more effective service scenario. 
  • Color video showing the same scene with a more effective service approach and favorable guest response. Concludes with take away points and suggestions for how participants can discuss with their team and practice techniques for service delivery that balances service and safety.

Included with online course access is a downloadable worksheet that reinforces takeaway points and can be utilized as course completion homework to be returned to a supervisor. Scenarios can be viewed by segment individually.
FOR MORE INFORMATION
  • View Introduction video here (coming soon)
  • Group Training: If you would like to download the curriculum in its entirety for your organization’s training needs, please contact us at 503.682.4422 or email Wendy Popkin at WPopkin@OregonRLA.org and Irina Bakun at IBakun@OregonRLA.org with "COVID Guest Service Training Request" in the subject line.

COST
Thanks to the support of our sponsors and partners, this course is offered for free to Oregon hospitality professionals. However, we ask that you consider making a donation. As a 501c3 nonprofit, the Oregon Hospitality Foundation relies on donations and sponsorships in order to support staff and operations needed to create valuable tools such as this. Thank you for considering a contribution! To donate go to OregonRLA.org/donateOHF.

To get online access for the course, please complete the form below. You will receive a link to the course segments and to the worksheet once the course videos are available. 

​IMPORTANT: In order to receive the link to the training course, you must check the box, "Send me a copy of my responses." After completing the form, you will receive an email with a link to the course segments and to the downloadable worksheet.  If you know someone who would benefit from training, please direct them to this page so that they can receive their own link to the training.

SUPPORT THE FOUNDATION'S WORK
As a 501c3 nonprofit, OHF relies on donations and sponsorships in order to pay for personnel and operations to support the creation of tools such as this one. Please help support our efforts and considering donating to help defray production costs.
SPONSORS
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