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What better topic to discuss than one about delivering exceptional service to your clients, right? Are you proactively handling guest requests, complaints, and exceeding their expectations throughout the process? Or are you still waiting for the complaint calls to come in the next morning rather than boosting your service rating at the moment when it matters most?

Money exchange is no longer relevant to the experience that you want to create for your guests. Providing a great

experience, exceeding customer expectations and creating memories over and over again…will lead to the money.

How can you provide a lucrative experience for your guests? What leads to remarkable guest services?

We’re going to show you so you can start being remarkable, now.

GOOD SERVICEIS NO LONGER ENOUGH...

Working diligently to deliver way better than good service during events

seems simple, yet sometimes it’s a serious challenge.

Understanding the moments and memories we believe will entice you to dig in and role-play with your team to

deliver a top notch service environment.

EXCEPTIONALCUSTOMER SERVICE

Most property managers know how to provide a great experience, but you can always do better. Striving for better means going from GOOD to GREAT. It’ll cause peace of mind for your entire team.

‘Exceeding guest expectations’ happens when everything comes

together. What’s the cause of distinguished guest services?

There’s more to it than you might think and kindness can only

get you part of the way.

SAFETY IS THE KEYFOR EXTRAORDINARY SERVICE

Practice safe behaviors in everything you do: Take anything that could potentially harm your guests or staff out of the equation.

Take action to always put safety first: Decide whether projects will require too much time and money leading to safety concerns.

Speak up to ensure the safety of others: Bad business decisions can affect all of your guests, and you are in the business of creating value.

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BE GALLANT:YOUR GUESTS WILL NOTICE

Project a positive image and energy: Your guests pay a lot of money to attend your venue for events. Make it worth their time.

Be courteous to guests: Make guest contact a vital function of what you do, display appropriate body language at all times and hold your staff accountable for executing these guidelines with absolute professionalism.

Provide immediate service recovery: Reduce the number of phone calls you receive the morning after an event from unhappy guests.

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Create lasting memories and preserve the guest experience. Sincerely thank each and every guest as they leave your venue.

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BE ATTENTIVE:ALWAYS BE EAGER TO ASSIST

Stay professional and perform your designated role during the event: From implementation to

ongoing customer support, every step of the way can drastically enhance or damper a customer’s

perception of you and your team.

Ensure your area is tidy and presentable at all times (this includes all staff members): The environment you and your team maintain supplements the performance. It’s the stuff you don’t see that makes the experience something to remember or something to forget.

Efficiency and remarkability are synonymous: Know and follow all processes and procedures.

Having an awareness of all your surroundings will help you know of any potential hazards and

how to handle them. Communication amongst your staff and supervisors is also of extreme importance.

Your team should perform their role efficiently so guests get the most out of their visit. It’s vital to use your time and resources wisely…and with purpose.

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Your team’s ability to deliver has a lasting impact on all aspects of your operation

from incident response all the way to guest services.

OVER TO YOU

Put these four principles into action and then check back to see how your team is doing. You can continuously analyze the customer experience alongside the other areas of your operation. That’s how you always make your events memorable. Better yet, that’s how you make them remarkable.

Show your guests how much

their memories matter to you.

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PROACTIVE OPERATIONS FOR THE WORLD’S GREATEST PROPERTIES

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