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Flawless Delivery Hospitality Certification

Flawless Delivery is a customer service training program that incorporates a strong foundation of empathy, communication and engagement in order to demonstrate the quality of service necessary to retain guests in today’s competitive environment. The training consists of 20 hours over the course of two days and one evening and uses gamification, small group projects, role play, team building exercises and lecture to engage participants.


The main goal of the program is to equip frontline workers with the skills needed so they can communicate and engage with guests as well as with coworkers in order to deliver the quality of service the traveling public has come to expect.


Goals of Flawless Delivery Customer Service Training:

  • To equip frontline workers with the basics of customer service

  • To improve customer service skills to reflect authenticity and engagement

  • To improve verbal and nonverbal communication skills and how to become an active listener

  • To increase employee motivation

  • To increase employee emotional intelligence and how to manage emotions in the workplace

  • To demonstrate effective stress management techniques and how to manage work-related stress and build resilience

  • To improve conflict management and resolution skills and how to negotiate positive outcomes

Flawless Delivery

The hospitality industry finds itself in a different work environment than ever before.  The challenges left from the pandemic have impacted all levels of the hospitality workforce. Hotels and attractions are finding it very difficult to attract and retain good workers.  If the employees can be found, turnover is still very high. Because properties are so short-handed, new employees are often getting only a single day of training before being sent on the floor.  General managers are cleaning rooms while brand new employees try to handle incoming guests. Originally developed with mentorship and guidance from Tami Reist and Alabama Mountain Lakes Tourist Association, the Flawless Delivery Hospitality Certification program provides a foundation for customer service that increases employees' sense of self-worth and their value to the company. 

We are partnering with hotels and hospitality professionals throughout Alabama and beyond to ensure the most memorable experience for visitors throughout the region. 

Flawless Customer Service

This unique training brings each cohort as guests to a hotel property, giving them the opportunity to see their jobs from the customers' perspective. Using gamification, small group projects, role play, and lecture, the training encourages development of social capital and team wide investment. 

Training is rounded out with guest speakers including local community leaders to emphasize the importance of these workers not just for the industry but for the state as a whole; and career hospitality workers to tell their story of entry into and advancement through the industry. 

We have received top ratings on evaluations with most participants thanking us for the training and letting us know that this has inspired them, re-energized them and their team, and they are excited to get back to work and implement these new techniques, skills, and ideas.  Many have never been able to attend any professional development training.  This has made a tremendous difference in their overall moral, commitment and determination to grow their career in tourism!

"We chose to send our training team to the Flawless Delivery training program which proved to be valuable. They returned invigorated and eager to put their new skills into practice. Seeing the excitement and engagement from our trainers, showed this training resonated strongly. The Flawless program attracts professionals who are hungry for success and striving to achieve their full potential. For us, the biggest win was watching our staff come back motivated to keep
learning and elevating our hospitality program."
~ Nick Dimario and Pete Blohme, Panini Pete's Cafe and Market

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