Series Description

Guest service is the cornerstone of hospitality. Providing guest service is a skill that can be taught. This Series provides skills with practical application examples to drive the points home. There are a number of practical topics that no one ever teaches us. CLIMB classes highlight these necessary skills, such as the language to use in service, how to have a meaningful exchange with a guest, how to create memorable experiences, how to upsell and when things go wrong, how to win back the guest.

Series Summary

    1. Tools for Building Guest Loyalty

    2. Make it Right: Win Back the Guest

    3. The Language of Hospitality

    4. Upsell: Enhance the Experience

    5. Meaningful Guest Interactions

    1. Knowledge Check

    1. CLIMB Training Survey

    1. Tools for Building Guest Loyalty Action Sheet

    2. Make It Right Win Back the Guest ACTION SHEET

    3. The Language of Hospitality ACTION SHEET

    4. Upsell: Enhance the Experience ACTION SHEET

    5. Meaningful Guest Interactions ACTION SHEET

Classes Included:

A002: Tools for Building Guest Loyalty; A006: Make it Right: Win Back the Guest; A009: The Language of Hospitality; A010: Upsell: Enhance the Guest Experience; S006: Meaningful Guest Interactions

  • Availability

    This Series is available as a 5-hour block of classes or individually as a stand-alone, 60-minute classes. For teams, this series is available as part of the All-Access Subscription.

  • What You Get

    Online Series, with knowledge checks along the way. Downloadable Action Sheets (learning summaries for future reference).

  • What You Earn

    When you complete the entire Series, you earn: printable credential (Record of Accomplishment), digital badge. If you take this as a stand-alone class: printable credential (CEU Record).