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Guest Services for Property Management

Today’s renters are looking for a place to build memories. Whether you are managing an apartment complex or a single vacation rental, profitable management of investment properties requires creating a setting for the life renters envision for themselves and anticipating their needs. With origins in the hospitality industry, The Maryland Center for Hospitality Training understands the importance of quality guest services and branding, and through our Guest Services for Property Management course, you will develop customer care skills and friendly professionalism that set you above your competitors.


With MCHT you learn how to effectively communicate your brand to customers, from their first view of your property listing through the positive reviews they leave after their stay. Whether communicating online, by phone, via text, email, or in person, you will have the written and conversational skills needed to connect with your guests and honestly represent your services and property. You’ll learn how to develop rapport, strengthening client relationships.

Because things can go wrong, and at some point they will, MCHT trains you to resolve problems or conflict in a way that builds trust. We teach the skills and information needed to create an emergency response plan, enabling you to quickly and professionally handle any circumstance.

Guest Services Training for Your Team

You’ve worked hard to create a look and feel to your property that enhances the experience of residents or guests. Team members trained in guest services will facilitate that experience. From property manager to maintenance to cleaning crew, every staff member represents your brand. Their professionalism and attention to your clients directly impacts your reputation; training them in customer care is crucial. The Maryland Center for Hospitality Training is a leader in Customer Service Training. We offer courses for every member of your team, or we can custom design one to meet your company’s needs.

Property Management for the Entrepreneur

Perhaps you are a team of one. You’re all of the above. A one man band. You are the brand. You know the best family pizza place, liveliest pub, and which beach allows dogs. You are on call when the AC goes out or the pipes leak or the neighbors call about loud music after midnight. Through our training in guest services, you’ll improve your professional communication skills, learn emergency response planning, and gain a broader understanding of renters’ expectations. MCHT will teach you how to anticipate and respond to those expectations, making you and your property stand out in the rental market.

Guest Services is Property Management

Renters want reliable, responsive landlords who exhibit empathy and respect. Vacationers want a home away from home that contributes to an immersive vacation experience. Developing a reputation that brings repeat clients, referrals, good reviews, and increased profits requires attending to the people as much as the property. Contact The Maryland Center for Hospitality Training to learn more about training in the best practices of Guest Services for Property Management.

Training Service Categories

A leader in workforce development, The Maryland Center for Hospitality Training has the experience in customer service training our clients need. Our multifaceted approach promotes professional development and a positive organizational culture, while providing direct instruction in the technical skills required for superior customer service. We offer training for every career level and will design a suite of courses to fit your training needs.

Customer Service

  • Know Your Mission

  • Develop Relationships

  • Establish Trust

  • Cultivate Collaboration

Customer Loyalty

  • Respect Your Customer

  • Listen Attentively

  • Respond with Empathy

  • Find Solutions

Employee Engagement

  • Build Competency

  • Acknowledge Contributions

  • Recognize Strengths

  • Coach for Professional Growth


  • Communicate Clearly

  • Act with Integrity

  • Take Responsibility

  • Resolve Conflict

Process Improvement

  • Define Corporate Goals

  • Understand Processes

  • Identify Efficiencies

  • Eliminate Redundancies

Current Certifications

Customer Service

In competitive markets, Customer Service is an element that sets a business apart. Feeling valued as a customer boosts sales, improves positive reviews, and leads to customer loyalty. Providing exceptional customer service requires more than having designated Customer Service agents. It requires a fully trained staff ensuring your customers receive the attention and care they desire.

Conflict Resolution

Conflict is inevitable. Everyone brings their own expectations, values, personalities and histories to work with them. Those differences are a source of strength and creativity. They’re also a source of conflict. Conflict will happen, but conflict, in and of itself, is not a bad thing. Handled correctly, it is an opportunity to learn and grow.

Active Shooter

Active Shooter Training prepares us to survive the worst. It reduces panic and saves lives. The Department of Homeland Security states that the best way to effectively respond to an active shooter and help minimize loss of life is to create an Emergency Action Plan and conduct training exercises.

Hospitality Professionals

Because online reviews play a crucial role in marketing and developing a reputation with consumers, improving the quality of guest services has nearly instant impact. Guest services training leads to more positive reviews, which leads to more customers, who leave more positive reviews, which leads to… success. The success of your company and your associates.

Follow Us

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The Maryland Center for Hospitality Training is a leader in workforce development. Headquartered in Baltimore, we are dedicated to training residents throughout Maryland in customer service, business fundamentals, and leadership skills.


Contact Us

  • (800) 719-4190

  • P.O. Box 8693, Elkridge MD 21075

  • Monday - Friday: 9am to 7pm

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