DENVER’S HOSPITALITY TRAINING
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DENVER’S HOSPITALITY TRAINING OVERVIEW A city-wide hospitality training program that focuses on Denver as a destination. VISION Exceptional hospitality is a way of life in Denver. Visitors leave with positive memorable experiences to share and the desire to return to our city. WHY?

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OVERVIEW

A city-wide hospitality training program that focuses on Denver as a destination.

VISION

Exceptional hospitality is a way of life in Denver. Visitors leave with positive memorable experiences to share and the desire to return to our city.


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WHY?

  • Tourism maintains and creates jobs

    • Over $3.1 billion in visitor spending was generated in 2008

  • Mystery shopping feedback

    • Reactive vs. proactive hospitality

  • Experiential destinations are driving both leisure and business travel


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KEY SEGMENTS

  • Hotels and Lodging

  • Restaurants

  • Attractions & Retail

  • Transportation

  • Venues & Services

  • Airport


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Training & Education

  • Certification Training

    • Creating leaders at locations in every segment

    • Dates: 5/12/09; 9/22/09

    • 50 Participants

  • Road Shows

    • Delivered by trained facilitators

    • 60 minute customized versions

  • Videos for orientations and training

    • Train the Trainer: 6/10/09

COMPONENTS


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WHAT IS IT?

ENERGETICALLY GREET EVERYONE

EXPLAIN WHAT MAKES DENVER GREAT

TAKE TIME TO LISTEN

REDUCE GUESS WORK

ASK IF THERE IS ANYTHING ELSE THEY NEED


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COMPONENTS

  • Communication

  • Quarterly “What’s New” updates

    • Delivered in email format

  • Easy Reference Guide & Workbook

  • “Go the Extra Mile” Microsite


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COMPONENTS

  • Rewards & Recognition

  • Ongoing Rewards & Recognition

    • Go the EXTRA Mile Service Excellence Award

    • For hospitality front line representatives

    • Nominated by peers, managers and visitors

    • Monthly winners selected

  • Secret Shopper Program

    • GTXM award winners serve as “secret shoppers.”


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  • Get your organization involved

    • Designate key individuals to get certified

    • Schedule Road Shows at your location

  • Champion Go the EXTRAMile

    • Communicate with your peers

    • Make hospitality a way of life for you and your employees

  • Donate door prizes to honor participants

  • Nominate someone for an award

  • Invite us to present at your next meeting

YOUR ROLE


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SPONSORS

  • City and County of Denver

  • Sage Hospitality Resources

  • Denver International Airport

  • Colorado History Museum

  • Denver Yellow Cab

  • Super Shuttle

  • Cherry Creek North

  • Hertz


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