In this program professionals from Australia's SKYCITY Darwin share the secrets of successfully running an international five-star hotel. Viewers learn that good service starts at the point of first contact, with open body language, active engagement, and effective handling of complaints-and that giving employees both responsibility and praise leads to customer satisfaction. The video also visits the hotel's kitchen to discover ways to meet customer expectations while keeping chefs and support staff efficient and motivated. The role of human resources in responding to staff diversity is also addressed.

Encoded with permission for digital streaming by Infobase on January 17, 2012. Learn360 is distributed by Infobase for Films for the Humanities & Sciences, Cambridge Educational, Meridian Education, and Shopware.

Stellar Customer Service (4:33) -- Leadership Excellence (2:22) -- Kitchen Mastery (4:13) -- Managing a Diverse Workforce (3:20) -- Conclusion (1:39) -- Credits: Five Star Hospitality (0:26).