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Service Excellence. Brian Lee Director of Guest Relations Blackberry Farm. Key Points for Today. Go over the top! What is your service mission? Create your own service foundations. What drives your service philosophy?. Over The Top Guest Experiences. Team Member Empowerment Process.

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Presentation Transcript
Service excellence l.jpg

ServiceExcellence

Brian Lee

Director of Guest Relations

Blackberry Farm


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Key Points for Today

  • Go over the top!

  • What is your service mission?

  • Create your own service foundations.

  • What drives your service philosophy?


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Over

The

Top

Guest

Experiences


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Team Member Empowerment Process

  • Internal/External Guests

  • Blackberry Creed

  • 3 Steps of Service

  • 16 Foundations


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The Creed:

“Good…better…best…never let it rest, ‘til the good is better and the better is best!”


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3 Steps of Service

  • A warm and sincere welcome, using the guest’s name when possible.

  • Anticipate the guest’s need and respond immediately.

  • A fond farewell with an invitation to return.







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Never speak negatively about a co-worker or a guest.







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Personally escort a guest work. rather than point.



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Care for our property and equipment with pride, immediately.as if it were your own.





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Over The Top! make us #1!


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Character make us #1!CourtesyCalmCuisineCharm

The Five “C’s” of Service:


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It Takes Dedication make us #1!


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It Takes Commitment make us #1!


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It Takes Passion make us #1!



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