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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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Service Excellence

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Service excellence l.jpg

ServiceExcellence

Brian Lee

Director of Guest Relations

Blackberry Farm


Key points for today l.jpg

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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The Foundations of Service


1 guests are our 1 priority l.jpg

1. Guests are our #1 priority.


2 smile and maintain eye contact l.jpg

2. Smile and maintain eye contact.


3 have a friendly positive and professional attitude l.jpg

3. Have a friendly, positive and professional attitude.


4 maintain a clean organized and uncluttered workspace l.jpg

4. Maintain a clean, organized and uncluttered workspace.


Never speak negatively about a co worker or a guest l.jpg

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


6 be a solution seeker not a complainer l.jpg

6. Be a solution seeker not a complainer.


7 respond to a guest s need immediately l.jpg

7. Respond to a guest’s need immediately.


8 uniforms should be clean neatly pressed and ready for work l.jpg

8. Uniforms should be clean, neatly pressed and ready for work.


9 know blackberry farm l.jpg

9. Know Blackberry Farm.


10 use proper vocabulary avoid using slang l.jpg

10. Use proper vocabulary. Avoid using slang.


Personally escort a guest rather than point l.jpg

Personally escort a guest rather than point.


12 report hazardous situations needed repairs or injuries immediately l.jpg

12. Report hazardous situations, needed repairs or injuries immediately.


Care for our property and equipment with pride as if it were your own l.jpg

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


14 respond with my pleasure l.jpg

14. Respond with “my pleasure”.


15 yes is always the answer l.jpg

15. Yes is always the answer.


16 be proud of your contributions to our success you make us 1 l.jpg

16. Be proud of your contributions to our success. You make us #1!


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Over The Top!


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CharacterCourtesyCalmCuisineCharm

The Five “C’s” of Service:


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It Takes Dedication


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It Takes Commitment


It takes passion l.jpg

It Takes Passion


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Always Be The Best You Can Be


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