Guest Service Tips During Covid

PROVIDING SERVICE WHILE SUPPORTING SAFETY:
Guest Service Tips During COVID-19 Challenges

On-Demand Course with Lodging & Restaurant Versions! Available in English and Spanish

New Announcement: Because of challenges with renewed mask mandates, we are offering free access–thanks to a generous sponsorship from Anheuser Busch–to the online video segment about mask compliance. In less than ten minutes you’ll get tips to keep interactions calmer with someone who is resistant and help avoid potential confrontations. Open to anyone in Oregon who works at an organization that holds a liquor license; access valid through September 30, 2021.

Access Now

This online course was developed by the Oregon Hospitality Foundation (OHF) with input from hospitality industry partners. It was created to help support business owners and employees with ideas for managing service challenges that the pandemic presents. Cost for taking the course begins at just $5, thanks to the generosity of our sponsors Travel Oregon, Dutch Bros Coffee, epb&b insurance, SAIF and in-kind support from partners BC Consulting, FPW Media, Hospitality by Torres, and Togather Restaurant Consulting.

TWO VERSIONS, ONE SET IN A RESTAURANT AND ONE SET IN A HOTEL, BOTH AVAILABLE WITH SPANISH SUBTITLES
Each version features an introduction and four scenarios:

Communication – Providing guest-friendly safety orientation 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

LEARN MORE ABOUT THE COURSE AND REGISTER
Watch the introduction videos for the Restaurant Version and Hotel Version and click the Get Started button when you are ready to train. Download the course flyer.

GET STARTED / TAKE COURSE

FORMAT

Each scenario includes videos which portray an ineffective service approach, followed by an example of a more guest-friendly tactic;
Helpful narration points out differences between the ineffective and effective approaches and guides participants to consider similar challenges encountered in their own roles;
Downloadable worksheets for each scenario help reinforce takeaways and prompt the participant to write applicable ideas to discuss with their own work teams;
All four scenarios can be taken as one course, or participants may choose to take only specific segment(s);
A personalized Certificate of Completion can be downloaded for participants who complete the introduction and all four scenarios.

COST
Thanks to the support of our sponsors and partners, this course is offered to Oregon hospitality professionals for a sliding scale donation to the Oregon Hospitality Foundation (OHF) with a minimum of $5. Scholarships may be available for Oregon residents who are unable to pay. As a 501c3 nonprofit, the Oregon Hospitality Foundation relies on donations and sponsorships in order to create training tools such as this course.

EASY TO USE
Available on-demand, can be stopped and resumed, and can be taken on any device. The complete course can be viewed in under 40 minutes. Separately, each segment can be taken in less than 15 minutes.

FACILITATED TRAINING FOR TEAMS
To assist teams in personalizing and applying these solutions in their organization, we offer a virtual, professional trainer-facilitated option that can be customized, includes 24/7 online access to the curriculum, and is flexible to meet your needs (session times between 1.5-2.5 hours). Rates begin at $250. Contact Wendy Popkin, Executive Director, for more information.

GROUP AND PRE-PAID ACCESS
Organizations can make a group donation and receive a set number of codes for their employees’ needs so that each participant can register and take the course without requiring individual donations. For more information on this option please complete this form:

GROUP ACCESS REQUEST FORM

SUPPORT THE FOUNDATION'S MISSION
Oregon Hospitality Foundation’s mission is to support the workforce, education, training, and philanthropic needs of Oregon’s hospitality industry. Thank you for considering helping support our efforts by contributing here. As a 501c3 nonprofit, your contribution to OHF may be tax deductible, please check with your tax consultant.

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