Now your front desk associates can be Certified in the Heart of Hospitality and achieve what is becoming a broadly recognized industry designation of CHH. By engaging in this journey your colleagues will learn the essentials of front desk hospitality excellence and recognize that your company is investing in their personal career development. Candidates are focused on The Five Pillars Of Hospitality Excellence Which are:
- Warm Welcome/Fond Farewell
- Authentically Engage Our Guests
- Telephone Hospitality Excellence
- “Know Your Product” and Volunteer Information
- Welcome and Validate Guest Complaints
These pillars are represented by the five fingers of the hand, which support the most essential component of the of true hospitality: The Human Heart.
Certification candidates learn that the heart of hospitality is human kindness. Without the “heart part,” the pillars are meaningless, scripted communications techniques.
Being a remote learning experience, it’s easy to schedule your front desk staff to be certified as they complete each step individually. Our online registration tool allows managers to select a date and time slot that works for each candidate’s private, live webinar experience that kicks off their journey.
Unlike other lodging industry certification programs which involve taking a passive, online class followed by an oversimplified online test, KTN’s front desk certification is highly engaging and personalized, which is essential for training related to intangible skills such as hospitality.
(As an alternative, the entire certification process can be administered in-person and on-site in a traditional workshop format. Then any front desk staff who come on board at later dates can be certified via the remote process.)
Overview of The Journey
First, CHH candidates attend a private, one-on-one, live webinar (approximately 60 minutes) entitled “The 5 Pillars Of Front Desk Hospitality Excellence” delivered by KTN’s most senior training executives.
The webinar is presented live via webcam; CHH candidates are highly encouraged to also use a webcam. (If necessary, they can use a personal laptop, tablet, or smartphone.) After the webinar, KTN will forward self-study resources including a link to replay the recording of their actual private webinar along with a handout covering the content presented.
Next, candidates take an online CHH assessment, which includes a blend of question types such as matching, multiple-choice, true-false, and essay. This is challenging, yet attainable, and they can retake the assessment as needed.
Finally, candidates demonstrate what was learned by having a colleague make a video recording (such as on a camera phone) of them at the front desk as they role-play several assigned scenes. Recordings are then sent to KTN via a free Dropbox account or other methods for final evaluation and approval.
Thereafter, KTN immediately issues and mails the Certificate of Completion and Lapel Pin and those certified can use the designation “CHH” after their name on all professional documentation.