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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

ServiceExcellence

Brian Lee

Director of Guest Relations

Blackberry Farm

key points for today
Key Points for Today
  • Go over the top!
  • What is your service mission?
  • Create your own service foundations.
  • What drives your service philosophy?
slide5
Over

The

Top

Guest

Experiences

team member empowerment process
Team Member Empowerment Process
  • Internal/External Guests
  • Blackberry Creed
  • 3 Steps of Service
  • 16 Foundations
the creed

The Creed:

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

3 steps of service
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.
character courtesy calm cuisine charm

CharacterCourtesyCalmCuisineCharm

The Five “C’s” of Service:

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