Service Training

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Service Training
Who Pays Your Wages ?
Our Guests !
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AGENDA Why Are We Here? Who/What Are We? How
We Need To Do It?
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Its All About Consistently Delivering Our
Competitive Advantage
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What Is Our Competitive Advantage?
Unparalleled Beauty
Near Lookout Mountain
3,000 Acres
Great Product
Built To Be The Best
Quality upgrades to everything beds, linens,
furniture, televisions Cable t.v., telephones,
pools, meeting rooms, public spaces, etc
Great People
Great Location and Great Products are nothing
without the service staff around!
We pick only those who take pride and ownership
in what they do!
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How important is one guest ?
A family of 4 stays once a year for an average of
1.75 nights at an average rate of 229.00 per
night.
While at the Resort each person in the family
spends another 18.00 per day on food, beverage,
gift shop and games.
18.00 X 4 X 1.75 126.00

229.00 X 1.75 400.75
Total 526.75
A guest who has at least a good experience will
tell an average of 10 people about Wild Moon
Ranch and an average of 3 of those people will
try us out. 526.75 x 3 new guests 1,580.25
original guest _at_ 526.75 2,107.00
Now picture a guest who has less then an
acceptable experience. How Much Does That Cost
Us ?
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Who Are Our Guests?
Individuals On Local Business Groups On Local
Business Individuals Traveling Through On
Business Groups Traveling Through On
Business Individuals Traveling For
Pleasure Families Traveling For
Pleasure Individuals, Families, and Groups
Traveling To Wild Moon Sports Teams Wedding
Groups Extended Stays/Displaced Individuals and
Families Our Unique Location Gives Us Dozens Of
Different Types Of Guests
Where Do Our Guests Come From ?
Most come from within a 150 Mile Radius From
Branson Some travel from half way around the
world.
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How Do Guests Here About Us?
Radio Advertising Television Advertising Newspaper
Advertising Magazine Advertising
Coupons / Valpak Inserts Web Based
Marketing Direct Mail Advertisements Word of Mouth
Our best source of advertising is.
Word of Mouth Accounts for over 60 of our
business
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What separates us from the competition.
Incredible Water Park Full Service Resort Better
Lodging Facilities Great Location Destination
Area Better Value BETTER STAFF BETTER SERVICE
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The Typical Lifespan of A Guest Experience
When does the CastleRock Resort guest experience
start? When they first make their
reservation. Where does the Wild Moon Ranch
Guest Experience Take Place? Everywhere Arena
Lobby, Cabins, next to a lake, Arena, Stables,
Activities, In the woods When does the Wild
Moon Ranch guest experience end? Sometimes Right
After Departing Sometimes A Day Later Sometimes
Several Days Later Sometimes Never
                                                
                        Hotels vacation
packages
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How will you impress them today?
Wow them with a buildings and attractions worth
over 15,000,000.00 !
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• Great Restaurant
• Water Park Concessions
• Meeting Rooms
• Party Rooms
• Great Birthday Party Packages

• Great Branson Location
• Fantastic Indoor Water Park.
• Outdoor Water Park
• Bunk Bed Suites
• New Hotel
• Older Value Hotel

Great Resort Packages
Extreme Guest Service Training
Theme, Theme, and more Theme
Clean, comfortable, safe, family environment
Extreme Guest Service
What will bring them back tomorrow?
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What will bring them back tomorrow?
Extreme Guest Service
Clean, comfortable, safe, family environment
Great Resort Packages
Wow them with a one of a kind location with one
of a kind service
Extreme Guest Service Training

• Great Branson Location
• Fantastic Indoor Water Park.
• Outdoor Water Park
• Bunk Bed Suites
• New Hotel
• Older Value Hotel

• Great Restaurant
• Water Park Concessions
• Meeting Rooms
• Party Rooms
• Great Birthday Party Packages

Theme, Theme, and more Theme
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What will bring them back tomorrow?
Castle Rock Resort
Each and every employee here is EQUALLY
IMPORTANT when it comes to the guest experience.
Whether you work as a landscaper,
housekeeper, manager, cook, bartender, guest
service agent, Or lifegard Everyone here is
equally important to the success of Castle Rock
Resort..
Extreme Guest Service Training
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Castle Rock Spirit Guest Service Training
What is Castle Rock Resort Service ?
It is more than a word it is an attitude !
It is the way you Smile
It is the way you Speak
It is the way you Listen
It is the way you Carry Yourself
It is the way you come in the building, leave for
the night, order your food Talk on the payphone,
cross your arms, it is everything you do in our
Resort!
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What will bring them back tomorrow?
Extreme Guest Service
When is the most important guest contact made?
Constantly!
Extreme Guest Service Training
Where is the most important guest contact made?
Everywhere!
Whether good or bad, IMPRESSIONS are made all
day, all night, all the time!
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What will bring them back tomorrow?
Extreme Guest Service
ACTORS
We are not employees, we are __________
on a stage.
Extreme Guest Service Training
Every Thing You Say Everything You Do The Way You
Conduct Yourself Is always scrutinized by your
guests.
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Whether good or bad, IMPRESSIONS are made all
day, all night, all the time!
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Extreme Pioneer Guest Service Training
Taking Customer Service To The Extreme
What we do
What we should do
Ask guestsCan I help You?
Use a themed greeting and warmly ask the guests
what you can do for them.
Extreme Aloha Guest Service Training
Sell the guest only what they ask for.
Sell the guest what they ask for and then
recognize the guests other needs and assist them
with all other needs. i.e. locker rental, splash
cash.
Give the guest all of the information they
are going to need to get the most out of their
visit.
Give the guest information they ask for.
Use a themed thank you As the guest leaves and
invite them back.
Watch the guest as they leave.
Be Pro-Active to guest needs.
React To guest needs.
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Extreme Guest Service Training
Use Body Language
Ordinary Pioneer Attitude
See a guest walking Make eye contact and use the 20/10 rule 10 or closer smile and give a greeting 20 or closer- make eye contact and smile
Sitting at the greeter station Standing with hands out of pockets
Walking by a piece of paper on the ground Stop and pick up the piece of paper on the ground
Watching someone carrying too much lugage Offer to carry some of the luggage for the person.
You walk by a table with trash on it. You stop and pick up the trash.
You are in the restroom and see used towels on the floor You pick up the towels and take them out to the proper bin


Extreme Guest Service Training
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Wild Moon Guest Service Training
Things To Remember Is
We are in the entertainment business.
(period)
We must treat every guest as if they are the most
important person.
More importantly we must demonstrate to every
guest that their visit is as important to us as
it is to them.
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Attitudes Are Infectious Choose A Good One
Every Day!
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There is time in the life of every problem that
it is Small enough to see yet Large enough to
solve.
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You Can Dream, Create, and Build The Most
Wonderful Place In The World. But It Requires
People To Make The Dream A Reality
Extreme Guest Service Training
Walt Disney
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A Shared Vision
What is our vision?
Fundamental Commitment
Enroll in the vision by making a fundamental
personal promise to live it.
You must believe in the vision and see the value
of the vision
Be It
Extreme Guest Service Training
Start with yourself and hold yourself accountable
to living the vision every day
The vision will only come true when everyone is
Being It every day
Coach It
Empower the vision community to coach each other
all day, every day
You have to help each other to keep the vision
going you have to give Permission to be
coached.
Find a way to make it fun!
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The Typical Lifespan of A Guest Experience
When does the Castle Rock Resort guest experience
start? When they first make their
reservation. Where does the Castle Rock Guest
Experience Take Place? Everywhere Hotel Lobby,
Guest Room, Top of The Tower, Gift Shop Arcade,
Front Desk, Activity Pool, Branding Iron When
does the Castle Rock Resort guest experience
end? Sometimes Right After Departing Sometimes A
Day Later Sometimes Several Days Later Sometimes
Never
                                                
                        Hotels vacation
packages
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What will bring them back tomorrow?
The Castle Rock Spirit
Each and every employee here is EQUALLY
IMPORTANT when it comes to the guest experience.
Whether you work as a lifeguard,
housekeeper, manager, cook, bartender, guest
service agent, game technician, or a party
attendant Everyone here is equally important
to the success of Castle Rock Resort..
Extreme Guest Service Training
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Telephone Skills Training
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Extreme Guest Service Training
Who Pays Your Wages ?
Our Guests !
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Blueprint of A Telephone Call
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Everyone Stand Up!
Sit Down When You Would Hang Up The Phone
How Many Rings Would You Tolerate
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Everyone Stand Up!
Sit Down When You Would Hang Up The Phone
How Long Would You Stay On Hold?
Why would you hang up? What would you be
thinking? What can you do to avoid this situation?
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Blueprint of A Telephone Call
Set-Up
Prompt Answer Proper Greeting Smile In Voice Not
Rushed Good English
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Blueprint of A Telephone Call
Set-Up
Prompt Answer Proper Greeting Smile In Voice Not
Rushed Good English
Professional Warm Greeting
You must speak with a pleasant tone of voice
projecting an image that you want to assist the
caller.
Speak with a sense of urgency but not rushed A
guest may feel that you are too busy to assist.
The caller must be able to understand you!
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Blueprint of A Telephone Call
Pitch
Set-Up
3 Standard Questions Benefits/Features Before
Price
Prompt Answer Proper Greeting Smile In Voice Not
Rushed Good English
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Blueprint of A Telephone Call
Pitch
Set-Up
3 Standard Questions Benefits/Features Before
Price
Prompt Answer Proper Greeting Smile In Voice Not
Rushed Good English
You Must Ask Have You Stayed With Us
Before? What Brings You To The Area/ Traveling
On Business or Pleasure Have Your Heard About
Castle Rock?
BBRBenefits Before Price Paint The Picture Of
The Resort Before Quoting a Price Features of
Rooms Then Resort
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Blueprint of A Telephone Call
3 Mandatory Questions
1.)Have You Stayed With Us Before? If the guest
has stayed with you before you can make the
reservation up to 3xs as fast. From guest
history you can see previous room type and rate.
This gives you and idea of what to quote this
time. Provides Better Customer Service
2.) What brings you to the area/ Traveling on
Business of Pleasure ? If the caller is not a
repeat guest you need to find out what is
bringing them to the area. Are they part of a
larger group (corporate, sport team,
wedding). What features are they going to be
looking for (see BBR). Provides Better Customer
Service
3.) Have You Heard About Wild Moon? Over 60 of
Castle Rock Business Comes From Word Of
Mouth There Are Still Many People Who Do Not Know
About Wild Moon Many Business People Will Bring
Their Families On A Future Visit
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Blueprint of A Telephone Call
Benefits Before Price (B.B.R.)
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Blueprint of A Telephone Call
Benefits Before Price (B.B.R.)
If the caller has never been to your property you
are starting with a blank canvas. Or, worse
yet you may be starting with a canvas that has
quite a poor picture.
Pretty Nice
Not Pretty
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Features Before Price! We offer exceptional
products and facilities but we demand higher
prices. Which sounds better I have a room with
two double beds for 85.00. Or I have a deluxe
room with a queen bed and a separate area with
bunk beds and its own tv. We have Cable TV with
32 inch flat panel televisions with over 60
stations. We have an incredible indoor water
park , outdoor water park and full service
restaurant. With all we have to offer Castle
Rock is the perfect Branson headquarters and
your fun will never be ruined by weather. If
book a package that include dinner in advance we
will give you 10 off of your dinner meal.
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Do Either Of These Hotels Look Appealing?
Callers May Envision Hotels Like This When They
Are Calling If You Do Not Paint The Picture
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A hotel room is one of the most perishable items
in the world. You must understand that each and
every room that sits vacant tonight (or any
night) is potential revenue lost forever.
Hence The Need For Our NO WALK POLICY
NO WALK POLICY
If there are rooms to sell ( and you are not
going to sell out) tonight, or for any future
date. It is your job to take the proper steps
to ensure that the guest stays at your hotel or
one of our other hotels. On nights that you are
going to sell out, it is your job to create the
desire in the guest to return.
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Blueprint of A Telephone Call
Pitch
Set-Up
3 Standard Questions Benefits/Features Before
Price
Prompt Answer Proper Greeting Smile In Voice Not
Rushed Good English
As you are quoting a rate you must say May I
Make That Reservation For You?
Offer
Dont Give Away A Discount That Has Not Been
Asked For
Ask For Reservation While Quoting The Rate Quote
Rack Rate 1st Fade/Refer When Necessary
It is extremely rare that all of our rooms are
sold out in advance. If you cannot negotiate,
then refer to another property
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Blueprint of A Telephone Call
Pitch
Set-Up
3 Standard Questions Benefits/Features Before
Price
Prompt Answer Proper Greeting Smile In Voice Not
Rushed Good English
Conclusion
Offer
All Information 3xs Cancellation Policy Offer To
Make Another Reservation Thank Guest For The
Business
Quote Rack Rate 1st Ask For Reservation
While Quoting The Rate Fade/Refer When Necessary
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Blueprint of A Telephone Call
Pitch
Set-Up
3 Standard Questions Benefits/Features Before
Price
Prompt Answer Proper Greeting Smile In Voice Not
Rushed Good English
You must read back Arrival,Departure,Rate At
least 3xs during call.
Offer
Conclusion
You must give Cancellation policy.
Quote Rack Rate 1st Ask For Reservation
While Quoting The Rate Fade/Refer When Necessary
All Information 3xs Cancellation Policy Offer To
Make Another Reservation Thank Guest For The
Business
You Must Offer To Make Another Reservation And
Thank The Caller For Calling
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The Selling Process
The negotiating process Negotiating is a very
challenging part of your job. But on some days
it is the most important. What are some of the
scenarios that you have come across that are
challenging to deal with? The Im just
checking price and availability The Let Me Go
and Check With My Spouse The Im just going
to go and park my car The Why is that guy
getting a lower rate than me? The Are you
crazy?, I saw a sign just down the road for half
that price
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Front Desk Training Seminar
Customer Service Exercise 1 It is 915 p.m. on
a Friday night and you are at a 70 occupancy
with rooms available. Your rack rate is 130.00
for tower room. A walk in guest and asks if you
have rooms available. What do you first say to
the guest? The guest then states that they are
going to go and check with their spouse, what
should you say then? The same situation as above
but it is 930 a.m. in the morning?
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Front Desk Training Seminar
Customer Service Exercise 2 It is noon on a
Tuesday and you have someone on the telephone
wanting to know if you have rooms available on
Friday Night and what the rate would be. What do
you say to the guest on the telephone? The guest
then proceeds to once again ask about the rate,
and you quote the rate. (you have 30 of your
rooms available at the time). The guest then
says that he was just checking around. What
should you say at that point?
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Front Desk Training Seminar
Customer Service Exercise 3 A guest calls you
and is booking a room. The guest tells you that
they are coming to the Titanic Museum and are
looking for somewhere to stay? What should you
do?
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Front Desk Training Seminar
Customer Service Exercise 4 A guest walks in
and asks you if you have any Rooms available. It
has been a very busy night and you only have 3
Rooms left. You quote the guest your type and
rate, and the guest responds by telling you he
can stay at a Room across the street for ½ the
price what should you do?