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FiveStar Tourism Manual

An informative resource guide filled with tips, techniques and practical applications for...

• Tourism/Hospitality Professionals
• Customer Service Specialists
• Volunteers
• Students
• Retailers

Your Passport to Tourism Marketing...
Destination: Hospitality Success

Table of Contents

• Train-the Trainer Guidelines
• Training Tips
• Training Goals
   
• Hospitality
• Impact of Tourism
• Targeted Businesses/Organizations for Training
• Hospitality Etiquette
   
• Tourism 101
• The Undertaker's Law
   
• Keeping the Visitor
• Visitor Dollars
• Visitor Awareness Checklist
   
• Primary and Secondary Service Packages
• Reasons People Travel
• Promoting Your Community
• Meeting the Needs of Diverse Visitors
• Understanding Culturally Diverse Visitors
   
• Communication...more than words
• First Impressions
• Value of Front-Line Employee
• Customer Relations
• Tips for Service Providers
   
• Familiarization Tours
• Employee Motivation
• Reinforcing Your Service Improvement
• Glossary
• Bibliography

Rita's new book is absolutely wonderful! Her approach to hospitality training is truly the best I have ever seen. She makes it interesting, motivating, and believe it or not, fun! The book is broken down into manageable, practical segments that could easily be implemented into any work environment. I'd love to see this as part of hospitality education curriculum in colleges and universities. We can get so bogged down in the "bottom line" that we forget how important good, consistent, quality service is to that "bottom line". It not only impacts it, it is everything! Rita's book will show you how you and your staff can become more successful through hospitality training.

Katy Sapio
Director of Partnership Marketing
Mobile Area Convention & Visitors Bureau
One S. Water St.
Mobile, AL 36602
251-208-2468

Educating frontline staff as well as the local community on the value of outstanding hospitality is vital to serving up a winning experience for visitors who come to our area and the manual, "Your Passport to Tourism Marketing..." is a wonderful tool for achieving service beyond expectation. Rita's guide is simple to follow and helps keep the key elements of hospitality success on your mind so there is always a high standard of service for customers and visitors. We all get stuck in a routine and Rita's manual helps us stay fresh!

Veronica Hadley
Director of Tourism
Cullman Area Chamber of Commerce