WE'LL BRING OUR EXPERTS TO YOU! CALL AND ASK ABOUT OUR ON-SITE TRAINING! An Exciting Opportunity The hospitality industry is expanding and changing at a rapid pace, and a well-trained, knowledgeable workforce is critical for growing the state's economy. The Maine Highlands has teamed up with the Greater Bangor Convention and Visitors Bureau, and the Tri-County Workforce Investment Board to develop an innovative training series for individuals working in the hospitality industry. Built to meet the needs of industry professionals in all positions, the training series integrates classroom instruction and hands-on training by industry experts to provide a comprehensive experience. Customer Service skills, local and regional destination information, and line-level skills training are all included in the series. Line-Level Skills Training Utilizing an education and certification program developed by the American Hotel and Lodging Association's Educational Institute, line-level skills training will be provided in several occupations in the hospitality industry. These training modules involve an overview of the skills necessary for success in that position, including both basic tasks and soft skills such as work habits and teamwork. Once the employee has completed the training and a skills validation process, they will be certified by the AHLA's Educational Institute in that position and receive a lapel pin and certificate. Customer Service Training in soft skills, such as customer service, is a key component in any hospitality-based business. Employees need a solid understanding of fundamental hospitality skills, as well as training in how to communicate effectively with guests, staff, and vendors. This training will also create an awareness of the impact of world-class customer service on your business. Once employees understand the needs and expectations of your customers, they are able to anticipate, meet and exceed those expectations. Regional Destination Information The Maine Highlands is made up of an incredibly large and diverse geographic area. It is unlikely that most hospitality industry employees are familiar with every part of the region. For that reason, included in this series is a training session covering the geography, culture and attractions of the local area. By becoming familiar with the region and the incredible wealth of opportunities here, your employees can provide world-class customer service to your guests. For On-Site Training Information, contact: Greater Bangor Convention & Visitors Bureau and/or The Maine Highlands 40 Harlow Street Bangor, ME 04401 Phone: 1-800-91-MOOSE or 207-947-5205 Or visit their website: www.visitbangormaine.com or www.themainehighlands.com For Workforce Development Information, contact: Tri-County Workforce Investment Board 40 Harlow Street, Bangor, ME 04401 Phone: 207-942-6389 Or visit their website: www.tricountylwib.org The Maine Highlands Hospitality Industry Training Program paid for in part by the Maine Office of Tourism. For additional information on Maine, call 1-888-MAINE45 or go to www.visitmaine.com. FY2007: G806245