As rural communities develop their tourism potential they often overlook one basic aspect, hospitality training for front-line staff. This article describes a train-the-trainer program, Red Carpet Service, designed to help front-line employees increase tourism awareness, discover traveler tools, and practice customer service skills. It is based on a service-profit chain model that outlines the relationship between internal service quality and business profitability. The article highlights program evaluation results from post-then-pre surveys and mystery shopper interviews as well as community development roles for Extension faculty and suggests tourism as way for communities to begin working together at a regional level.

Creative Commons License

Creative Commons Attribution-Noncommercial 4.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 4.0 License.



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