Diamond Edge Service on the Rise
The most beautiful property is incomplete without great service to ensure that every guest enjoys their stay.This comprehensive one day program (given over two days to assure total team participation), involves every employee in every department. We’ll energize a culture that will strive to serve and delight your guests. If you’re not at the top of the advocacy ladder, then you’re in need of this program.
As with all Diamond Edge programs, there is a strong commitment to an interactive atmosphere and role playing.
Step I. Guest Service
The focus is on the guest. Who determines whether your service model delights theguest? What is your guest service goal? How can your team exceed expectations? How can they give more personal attention without increasing labour costs?
Step II. Making it Right
This focus is on guest complaints. Are complaints a problem or an opportunity? Do you have a strategy for making it right? Is your staff trained to find a solution to the problem? Are they empowered to resolve the problem?
Step III. The Satisfaction Guarantee
This costs surprisingly little to maintain but is a must-have in today’s business environment. This is all about the how, why and when of the Satisfaction Guarantee and the empowerment of your staff to take care of and to delight your guest.
Step IV. Service on the Rise! Leadership Session
A four hour session that will have your Management team prepared to lead and coach best service practices. It is all about the service.
This is a great team building exercise that will have your team understanding the importance of total commitment to service!