Wednesday, April 14th, 2021 “Dignity and Respect: Pillars of Guest Problem Solving” Webinar
For supervisors and front line workers
- Brian Corpening, Chief Diversity Officer – Cal State Monterey Bay
Scott Stratton, Manager Guest Experience Training MB Aquarium
- Teri Owens, General Manager – Embassy Suites on Monterey Bay – Session Emcee
- Angel Gonzalez, Professor Sustainable Hospitality Management Program –
Cal State Monterey Bay (Q&A Moderator)
In this session we will explore:
- The difference between customer service and hospitality
- The power and perils of guest interactions
- Some important qualities of a “strategic” staff-guest-interaction plan that builds visitor goodwill.
Our thesis is that through a system of abundant, positive interactions and expectations, our staff is set up for success with the broad spectrum of visitors we serve – through both outstanding hospitality and engaging compliance interactions. Given the unique-but-not-so-unique nature of Covid-era compliance-interactions (wearing face masks, physical distancing, etc), we will introduce a four-phase model for guest relationship-building that allows staff to visualize levels of hospitality and compliance, as well as gain a sense for their own self-efficacy at each of the various levels. In this session we will offer some universal de-escalation sound-bites for the respective phases along the continuum – inform, inquire, explain and facilitate. Ultimately, success at our properties is determined by the degree to which we are able to:
- Inspire and train our staff to broadly and consistently engage with our guests
- Offer a vision where all interactions with all guests can be positively memorable.
For any questions please call or e-mail the MCHA Administrative Office
(831) 626-8636 firstname.lastname@example.org