Training Assembly Managers and Employees Service 1

Training Assembly Managers and Employees

Superior Guest Service

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This half-day program employs humor, common sense, participant involvement, individual and small group exercises, and role-playing to help event staff develop skills necessary for successful relations with guests and co-workers (we refer to event patrons as guests).

Programs can be conducted with or without videotape demonstrations and behavior modeling.

Topics can include:

	How Guest Service affects event staff
	Defining Superior Guest Service
	Influencing how guests react toward us
	Projecting proper attitude, appearance, body language, facial expression, tone of voice, the words we use
	"Reading" a guest
	Determining guests’ needs and motivations
	Exceeding guests’ expectations
	Developing multiple greetings for guests
	Conversational tips
	Listening "between the lines"
	Responding to guest complaints
	Intervening for negative guest behaviors—smoking, prohibited items, profanity, standing, changing seats, etc.
	Developing a personal improvement plan

This program is recommended for front-office personnel, too! Not only will they develop an appreciation for the challenges faced by event staff, but the skills covered will provide them with customer service essentials for working with promoters, patrons, and co-workers.

Key Benefits

	More professional staff in both appearance and behavior
	Greater teamwork
	Fewer staff related problems
	More satisfied patrons

Seminars / Supervisor Skills / Motivating Event Staff / Train the Trainer