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Hotel Services Training Products

Hotel service training expert Holly Stiel has not only written two books encapsulating her innovative service teachings, but has now transferred her workshops, classes and trainings onto comprehensive, interactive DVDs.

If you can’t bring Holly to your organization for in-person hospitality training – or you want follow-up and reinforcement from one of Holly’s hotel services presentations -- you can now order her dynamic courseware on DVD.

These training programs bring Holly Stiel’s personality, passion and pride to every presentation. They not only deliver the practical real-world tools that can transform customer service at your hotel, they include inspirational insights from exceptional service providers in a broad range of fields. They also provide extensive tips and techniques that managers can use to keep the training alive from day to day. Using multimedia tools and face-to-face coachings, Holly and her team have trained over 35,000 people in 1,500 locations, and has developed unique programs for a variety of large hotel companies (such as Hilton Hotels), as well as other recognizable business names such as LucasFilms, Motorola and Apple. These customer service and hotel service training DVDs are effective programs that employees want to watch, and they deliver exceptional retention and motivation as a result.

Do These Hotel Service Training Programs Really Work?

Holly Stiel’s service training programs have been extensively implemented and monitored in some of the biggest hotel chains in the world (and some of the smallest!). In every case, significant and immediate increases in customer satisfaction scores have been measured. These are proven teaching and training tools with a proven track record of results, such as:

  • - Customer retention and repeat business go up
  • - Satisfied customers begin to do your marketing for you with the most powerful marketing possible – word of mouth!
  • - Losses due to poor service and lost business go down – and the bottom line goes up
  • - Employee turnover goes down and happy employees recruit other employees, thus reducing hiring costs
  • - "Employer of Choice" status in the community attracts other viable candidates
  • - Your training dollars are maximally leveraged rather than wasted

Books and DVDs

DVD Courseware

Neon Signs of Service™

Concentrated nuggets of service wisdom encapsulated in twelve easy-to-digest lessons. Each service principle is represented by a flashing neon sign - a symbol that makes it easy for the service provider to remember what to do in every situation. Also included are practical techniques that will help service providers take better care of themselves while they're serving others.

For more info, call Holly at 415.383.4220

High Road of Service™

This exciting interactive customer service program will show your entire team how to go from good service to great service in six easy lessons.



For more info, call Holly at 415.383.4220

Concierge Express™

In five easy lessons your front desk team will learn an invaluable set of skills and get specific tools that will enable them to effortlessly provide truly memorable service to your guests.


For more info, call Holly at 415.383.4220

Books by Holly Stiel

Ultimate Service
The Complete Handbook to the World of the Concierge

Holly Stiel’s textbook on the concierge profession has been used in instruction by the International Concierge Institute, Cornell University School of Hotel Administration, and the University of Nevada, Las Vegas, among others. This book is a staple of any concierge desk. It includes a comprehensive history of the profession, as well as the philosophy of the concierge. Then the daily tasks, professional responsibilities and the team behavior of the concierge are thoroughly detailed, providing you with everything you need to know to become a world-class concierge.

$40

Purchase direct from Holly at 415.383.4220
or order on Amazon

Neon Signs of Service
Getting to the Heart of the Matter in Customer Service

This is Holly’s signature work and a must-have for anyone in the service industry. Holly has distilled her 30 years of service experience into 18 techniques. Each idea is presented in a vibrant and useful way so that in any customer interaction, Holly’s signs will guide you to the positive outcome. Holly has illustrated a map for you so that with this volume by your side you will never lose your way again—in each service opportunity, you choose your own path.

$20

Purchase direct from Holly at 415.383.4220
or order on Amazon
Wisdom of the Wizard

Wisdom of the Wizard

This booklet is the first in a series of stories inspired by a magical forest filled with ancient redwoods and the Wisdom of the Wizard. Just listen...the wisdom is all around you.

more details

$12

Purchase direct from Holly at 415.383.4220