BUILDING BLOCKS : A Foundation in Customer Service
“ This training is not just giving you skills for your job , it gives you some really beautiful life skills .”
luxury . I always urge people to use these practices when you go out into the world . Open doors for people . Be kind . Show interest .
Pulse : How do you approach training and feedback to make sure it ’ s aligned with the current generation ’ s ethos and culture ? MC : You have to continue to evolve the training to match the current employee and the mindset . And so again , that ’ s why I think it ’ s important to always talk about how this training is not just giving you skills for your job , it gives you some really beautiful life skills . Especially with the younger generation , many communications are done via screen . So , we may find that in-person interactions are more challenging for them . If anything small goes wrong , it can send them into a tailspin .
We focus on practicing person-to-person connection through roleplays . Then it is important to make sure if you go through a roleplay , and if it isn ’ t optimal , we start with talking about the things that you liked , what went well , and then talk about how you might have changed this a little bit to make it more effective . It ’ s interesting , because even doing roleplay , you ’ re still having to get up in front of your colleagues and basically act out a scene . It ’ s like public speaking and it can be very nerve-racking , so I really try to create a safe and comfortable environment .
Pulse : Beyond a property attaining a rating that can help drive business , how do you think it useful for an employee to go through training like this ? MC : There are a lot of different aspects of how this can entice and retain employees . When I was in operations interviewing people for a position , I would ask the question : “ Why did you choose to apply here ?” And many times , I would hear people say ,“ You ’ re a five-star spa and I want to work for the best .” One of the lovely things about this industry is that you see general managers who started out as dishwashers , so you can take this very rigorous and thoughtful training with your career as you move up . n
ECOLOGY AND ENVIRONMENT
EX : ECO-FRIENDLY CLEANING PRODUCTS USED WHEN POSSIBLE
HEALTH AND WELLNESS CULTURE
EX : ERGONOMIC WORKSPACES PROVIDED TO TEAM
IT SYSTEMS & COMMUNICATIONS
EX : ONLINE BOOKING REQUESTS ACKNOWLEDGED IMMEDIATELY
ELEVATED CUSTOMER EXPERIENCE
PROGRAMMING & PROTOCOLS
EX : SERVICE IS PERSONALIZED
TO EACH CUSTOMER
GUEST SERVICE
CULTURE
SAFETY & SECURITY
EX : TREATMENT ROOMS ARE DESIGNED TO PROTECT GUESTS ’ PRIVACY ; " IN-USE " SIGNS USED
EX : SMILE AND EYE CONTACT GIVEN TO GUEST AT EACH ENCOUNTER
AMENITIES
EX : FILTERED WATER AND HEALTHY SNACK OFFERED
MISSION , VISION , VALUES
BUILDING BLOCKS : A Foundation in Customer Service
Standards and operating procedures based on your mission , vision and values will create the foundation that elevates your customer experience and ensures your ultimate success . For training purposes , include clear expectations that include all areas of your business .
FACILITY
EX : ALL DECOR AND FURNISHINGS ARE IMMACULATELY MAINTAINED
“ This training is not just giving you skills for your job , it gives you some really beautiful life skills .”
– MICHAEL CONTE
KRISTINE HUFFMAN , LICSW , provides Mental Wellness 1:1 services at Canyon Ranch Lenox . Formerly a partner with Hutchinson Consulting and an ISPA Board member , she brings more than 30 years of experience in hospitality and human services , including providing leadership , psychotherapeutic services , staff training , program development and brand direction for the award-winning Canyon Ranch , Miraval and Travaasa Resorts .
APRIL / MAY 2024 n PULSE 55