This three-hour workshop is designed to show properties and participants how to achieve a new standard of exceptional service by emotionally interacting and engaging with guests in memorable ways. It is not about personalities, skills, traits, or talent. It's about connecting and engaging with the guests, unveiling their needs and wants, and creating a level of superior guest service that immortalizes your property in their minds and hearts. The seven elements to achieve this experience and covered at workshops are:
- Authenticity: Keep It Real!
- Intuition: Read the Need!
- Empathy: Use your Heart!
- Champion: Be a Guest Hero!
- Delight: Provide a Surprise!
- Delivery: Follow Through!
- Initiative: Make the Effort!
Included in these workshops is a "Trip Advisor Reputation Management" Segment addressing the practice of monitoring and responding to online customer feedback and properly addressing any damaging content.
Properties wishing to become recognized as a "Gold Service Provider" must submit a letter from the General Manager once all "guest-contact" associates have successfully achieved the "CGSP" designation. Attendees passing the short exam proctored at the end of each session will receive a lapel pin to wear on their uniforms and a certificateproudly. In turn, the property can receive a Gold Service Provider Plaque to display at the entrance prominently. Depending on the number of employees, it is recommended to have several 3-hour sessions spread in two weeks.