Service excellence
1 / 31

Service Excellence - PowerPoint PPT Presentation

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.

I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.

Download Presentation

Service Excellence

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.

- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


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?






Team Member Empowerment Process

  • Internal/External Guests

  • Blackberry Creed

  • 3 Steps of Service

  • 16 Foundations

The Creed:

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

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.

The Foundations of Service

1. Guests are our #1 priority.

2. Smile and maintain eye contact.

3. Have a friendly, positive and professional attitude.

4. Maintain a clean, organized and uncluttered workspace.

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

6. Be a solution seeker not a complainer.

7. Respond to a guest’s need immediately.

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

9. Know Blackberry Farm.

10. Use proper vocabulary. Avoid using slang.

Personally escort a guest rather than point.

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

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

14. Respond with “my pleasure”.

15. Yes is always the answer.

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

Over The Top!


The Five “C’s” of Service:

It Takes Dedication

It Takes Commitment

It Takes Passion

Always Be The Best You Can Be

  • Login