Hospitality, Maryland Style

The Maryland Office of Tourism Development (OTD) in conjunction with the Maryland Tourism Council offers the "H.M.S.- Hospitality, Maryland Style" training program throughout the state. Relevant for all elements of the industry, including, but not limited to, accommodations, attractions, food service, hospitality, conference services, recreation, retail and transportation, the H.M.S. training program enables Maryland's front line hosts to provide a level of service that far exceeds visitors' expectations.

Our OBJECTIVES are to have tourism industry workers who will:

• understand the value of quality customer service
• practice quality customer service
• understand the value of Maryland's tourism industry
• understand their role in Maryland's tourism industry
• be familiar with places of interest to visitors
• be able to find or provide good directions to those places

Hospitality, Maryland Style Key Points, which are covered in 5 four-hour modules. Information about the industry The customer as our guest Stated and hidden guest expectations AAA customer satisfaction Communication and customer satisfaction Value-added service Diversity, needs and expectations Serving co-workers with the same graciousness given to guests Why it is important to have our guests return Local tourism information Local map reading Identifying key sites in the area Giving directions Maryland Visitors - Where do they go and what do they do? Transportation options Resource identification

Enhanced Service for Enhanced Economics
Our visitors' expectations and ensuing experiences determine their perception of Maryland's service quality. When we exceed that wish for a good experience, we generate several advantageous economic outcomes:

• increased positive promotion of Maryland as an exceptional destination
• loyal guests, who make return visits and recommend Maryland as a destination to their friends
• increased average length of stay
• increased per capita expenditures
• better earnings for employees
• greater financial impact on local tax revenues
• greater R.O.I. for business owners

Review, Wrap Up and Evaluation
Written Tests
Role Play Evaluations

Maryland Smiles
A customized mini-session of the Hospitality, Maryland Style training program.

As an introduction to or abridged version of the 20-hour training program called "Hospitality, Maryland Style," this short course includes the program's key elements, customized to address the needs of communities and employers. In four hours, the essential elements of hospitality - greeting guests, meeting their needs, thanking them and inviting them back - are covered in an active, entertaining session. The generic name, Maryland Smiles, refers to our collective, friendly greeting.

In keeping with the MISSION of the H.M.S. training program to enable Maryland's front line hosts to exceed visitor expectations, this mini-session can increase their level of hospitality and Maryland knowledge.

Our OBJECTIVES are to help tourism industry workers do the following:

• understand the value of quality customer service and its characteristics
• understand the value of Maryland's tourism industry and their role in its success
• become familiar with local places of interest to visitors and resources of information

The course introduces the breadth and economic value of the industry, customer expectations, the customer as our guest and the heart of customer service - attitude, appearance, and answers. Participants study local tourism resources to learn their contents and organization in order to be able to use them when helping their guests. It serves as a reminder or an eye-opener, but does not substitute for the 20-hour program which can change behaviors more significantly.

 

Maryland Smiles Key Points: Information about the tourism industry in Maryland and in general. Stated and hidden expectations of guests. Attitude and how we reveal it Appearance - for us and our worksite Acknowledging the customer as our guest Communication and guest satisfaction. How to use and interpret local visitors' guides. An active exercise identifying key sites in the area and finding them on the map(s). Encouragement to explore and collect tourism brochures.

Our visitors' expectations and ensuing experiences determine their perception of Maryland's service quality. When we exceed that wish for a good experience, we can increase average length of stay and return visits, per capita expenditures, and earnings for business owners and employees.

Customization of the Maryland Smiles program begins with the name. In your community or business, courses may be titled to meet your objectives. For detailed information, please contact Karen S. Justice, Coordinator, Maryland Tourism Workforce Training at 301-241-4720 (phone and fax) or MarylandHMS@aol.com

Evaluation
Participants are not evaluated on their learning in this short course. However, when provided through the OTD, they do receive a letter of completion.