ServiceExcellence 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 • 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.
Care for our property and equipment with pride, as if it were your own.
CharacterCourtesyCalmCuisineCharm The Five “C’s” of Service: